Member Experience Concierge: Engagement & Retention

Virgin Active & KAUAI; Nottingham; On-site; GBP 27,000 - 31,000; Full time

Benefits offered by this job

33 days annual leave

Pension 3%

Free Virgin Active membership

Membership discounts

PT session discounts

Virgin Family benefits

Corporate letting services

ePoints discounts

Job summary

Virgin Active is seeking a Member Journey Host to join the Acquisitions team. You will serve as the welcoming heartbeat of the club, building emotional connections and reigniting motivation among members.

This full-time role (40 hours) focuses on re-engagement, service excellence, and coordinating connections to wellness services and events. You will work to ensure members feel seen, valued and supported, with daily opportunities to celebrate milestones and deliver memorable moments that keep

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.
• Deliver daily "Hum" moments while supporting "Sing" and "Shout" experiences that surprise and delight.
• Capture and share member stories and hospitality wins to inspire best practice across the club.
• Act as a member advocate, owning interactions end to end and ensuring personal follow up.
• Support daily club readiness, ensuring presentation, atmosphere, and cleanliness meet Virgin Active standards.

Skills

Interpersonal skills

Communication skills

Emotional intelligence

Hospitality mindset

Organisational skills

Customer experience

Member facing environments

Job description

Virgin Active is seeking a Member Journey Host to join the Acquisitions team. You will serve as the welcoming heartbeat of the club, building emotional connections and reigniting motivation among members.

This full-time role (40 hours) focuses on re-engagement, service excellence, and coordinating connections to wellness services and events. You will work to ensure members feel seen, valued and supported, with daily opportunities to celebrate milestones and deliver memorable moments that keep