Member Experience Concierge for Wellness Club

Virgin Active & KAUAI; Sheffield; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

33 days annual leave

Pension contributions

Complimentary Virgin Active membership

Discounts on PT sessions

Virgin Group discounts

20% off food and drink at KAUAI

Salary Finance access

Health counselling support

Dexters corporate letting services

ePoints discounts

Job summary

Virgin Active is seeking a Member Journey Host to join our Acquisitions team in a full-time, 40-hour weekly role. You will be the warm heartbeat of the club, bridging members with our community and wellness services while spotting disengagement early and reigniting motivation.

Deliver daily hospitality, personalised outreach, and stakeholder collaboration to ensure members feel seen, valued, and connected to PTs, classes, and events.

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 personalized 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 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

Exceptional interpersonal skills

High emotional intelligence

Hospitality mindset

Organisational skills

Customer experience

Job description

Virgin Active is seeking a Member Journey Host to join our Acquisitions team in a full-time, 40-hour weekly role. You will be the warm heartbeat of the club, bridging members with our community and wellness services while spotting disengagement early and reigniting motivation.

Deliver daily hospitality, personalised outreach, and stakeholder collaboration to ensure members feel seen, valued, and connected to PTs, classes, and events.