Member Experience Concierge & Engagement Host

Virgin Active; Sheffield; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Annual leave 33 days

Pension benefits 3%

Free Virgin Active membership

PT session discounts

Virgin Group discounts

KAUAI discount

Salary Finance access

Mental health support

Dexters housing support

ePoints discounts

Job summary

Virgin Active is seeking a Member Journey Host to join our Acquisitions team. You will be the warm, welcoming heartbeat of the club, bridging members to the Virgin Active community and turning everyday interactions into meaningful moments that keep members coming back.

In this role you will create emotional connections, participate in daily service huddles, proactively reconnect with non responders and at‑risk members, and support re‑engagement through personalised outreach while upholding

Qualifications

• Exceptional interpersonal and communication skills.
• High emotional intelligence with the ability to connect quickly and genuinely.
• A natural hospitality mindset and passion for people.
• Strong organisation skills with a proactive, solutions‑focused approach.
• Experience in hospitality, customer experience, or member facing environments (desirable)

Responsibilities

• Create meaningful emotional connections that make members feel seen, valued, and inspired.
• Participate in daily service huddles, sharing insights and hospitality opportunities.
• Proactively reconnect with non responders and at‑risk members through personalised outreach.
• Monitor and act on DDI/Debtor lists, supporting re‑engagement and retention.
• Identify early signs of disengagement and create tailored re‑engagement strategies.
• Act as a concierge, connecting members to PTs, group exercise, wellness services, and community events.
• Deliver daily “Hum” moments while supporting “Sing” and “Shout” experiences that surprise and delight.

Skills

Interpersonal skills

Emotional intelligence

Hospitality mindset

Organisational skills

Customer service experience

Job description

Virgin Active is seeking a Member Journey Host to join our Acquisitions team. You will be the warm, welcoming heartbeat of the club, bridging members to the Virgin Active community and turning everyday interactions into meaningful moments that keep members coming back.

In this role you will create emotional connections, participate in daily service huddles, proactively reconnect with non responders and at‑risk members, and support re‑engagement through personalised outreach while upholding