Member Experience Host

Virgin Active; Greater London; Hybrid; GBP 24,000 - 28,000; Full time

Benefits offered by this job

Annual leave 30 days

The Peoples Pension (3% contribution)

Complimentary Virgin Active membership

Discounts across Virgin Active

Discounts with Virgin Group partners

20% off food and drink at KAUAI in-clu

Salary Finance access

Employee assistance programme

Corporate letting via Dexters

ePoints discounts

Job summary

Virgin Active in London is seeking a Member Journey Host to join the Acquisitions team. You will be the warm heartbeat of the club, bridging members with the Virgin Active community and reigniting motivation through personalised outreach.

The role emphasizes spotting disengagement early, creating tailored re-engagement strategies, and delivering meaningful member experiences during daily interactions. 40-hour permanent role with a focus on hospitality and member care.

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 organization 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

Organization

Customer experience

Job description

Virgin Active in London is seeking a Member Journey Host to join the Acquisitions team. You will be the warm heartbeat of the club, bridging members with the Virgin Active community and reigniting motivation through personalised outreach.

The role emphasizes spotting disengagement early, creating tailored re-engagement strategies, and delivering meaningful member experiences during daily interactions. 40-hour permanent role with a focus on hospitality and member care.