Member Experience Concierge – Wellness Club

Virgin Active; England; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

30 days annual leave including bank

The Peoples Pension (3%)

Complimentary Virgin Active membership

Discounts across Virgin Active and PT

Club V access

Discounts with Virgin Group partners

40-hour work week

Job summary

Virgin Active is seeking a Member Journey Host to join the Acquisitions team. This permanent full-time role (40 hours) focuses on building meaningful connections, proactive member outreach, and seamless service delivery across club experiences.

The role emphasises hospitality, personalised outreach, and collaboration with PTs, group classes, and wellness services to re-engage members and celebrate milestones.

Qualifications

• Exceptional interpersonal and communication skills.
• High emotional intelligence with the ability to connect quickly and genuinely.
• 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 member stories.
• 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 and achievements.
• Act as a concierge, connecting members to services and events.
• Deliver daily “Hum” moments and support special experiences.
• Capture and share member stories to inspire best practice across the club.
• Own interactions end-to-end and ensure personal follow up.

Skills

Interpersonal skills

Emotional intelligence

Hospitality mindset

Organisational skills

Customer experience

Job description

Virgin Active is seeking a Member Journey Host to join the Acquisitions team. This permanent full-time role (40 hours) focuses on building meaningful connections, proactive member outreach, and seamless service delivery across club experiences.

The role emphasises hospitality, personalised outreach, and collaboration with PTs, group classes, and wellness services to re-engage members and celebrate milestones.