Member Experience Concierge & Engagement Host

Virgin Active; Sheffield; On-site; GBP 12,000 - 21,000; Part time

Benefits offered by this job

30 days annual leave

The Peoples Pension (3%)

Complimentary Virgin Active membership

PT session discounts

Virgin Group discounts

20% off food & drink at KAUAI

Salary Finance access

Mental health support

Dexters corporate letting

ePoints discounts

Job summary

Virgin Active in Sheffield is seeking a Part Time Member Journey Host to join the Acquisitions team. You will be the welcoming heartbeat of the club, creating meaningful connections and bridging members to the Virgin Active community.

You will proactively reconnect with members, monitor engagement, celebrate milestones, and collaborate with PTs and wellness services to enhance member experience.

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, member stories, 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.
• Recognise and celebrate member milestones such as birthdays, first classes, and fitness achievements.
• Act as a concierge, connecting members to PTs, group exercise, wellness services, and community events.

Skills

Interpersonal skills

Emotional intelligence

Hospitality mindset

Organisational skills

Customer experience

Job description

Virgin Active in Sheffield is seeking a Part Time Member Journey Host to join the Acquisitions team. You will be the welcoming heartbeat of the club, creating meaningful connections and bridging members to the Virgin Active community.

You will proactively reconnect with members, monitor engagement, celebrate milestones, and collaborate with PTs and wellness services to enhance member experience.