Member Experience Concierge — Wellness Club

Virgin Active; United Kingdom; Remote; GBP 26,000 - 34,000; Full time

Benefits offered by this job

33 days annual leave

Pension 3%

Complimentary membership for you & a +

PT session discounts

Family discounts (Virgin group)

20% off food at KAUAI

Salary Finance

Counselling sessions

Corporate letting with Dexters

ePoints discounts

Job summary

Virgin Active in Greater London is seeking two Member Journey Hosts to join our Acquisitions team. This full-time role offers 40 hours per week in club environments, delivering world-class service to members.

You will greet members, spot signs of disengagement, and reconnect with non-responders through personalised outreach, while coordinating with fitness staff and events to create memorable moments across the Virgin Active community.

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

Emotional intelligence

Hospitality mindset

Organisational skills

Customer experience

Job description

Virgin Active in Greater London is seeking two Member Journey Hosts to join our Acquisitions team. This full-time role offers 40 hours per week in club environments, delivering world-class service to members.

You will greet members, spot signs of disengagement, and reconnect with non-responders through personalised outreach, while coordinating with fitness staff and events to create memorable moments across the Virgin Active community.