Member Experience Host & Engagement Concierge

Global Sports Jobs Limited; Metropolitan Borough of Solihull; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Complimentary Virgin Active membership

Discounts across Virgin Active

35 days annual leave incl. bank

The Peoples Pension

Access to salary finance

Club V access

Staff discounts

Job summary

Global Sports Jobs Limited is partnering with Virgin Active to recruit a warm, member-focused advocate within the Acquisitions team. The role serves as the heartbeat of the club, bridging members with personal training, wellness services and community events, while maintaining club readiness and hospitality standards.

Your day will involve engaging with members, reigniting motivation and delivering personalized outreach to re-engage at-risk members, celebrating milestones and sharing hospitality

Qualifications

• Exceptional interpersonal and communication skills.
• High emotional intelligence with the ability to connect quickly and genuinely.
• A natural hospitality mindset and a passion for people.
• Strong organisation skills with a proactive, solutions-focused approach.

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.
• Identify early signs of disengagement and create tailored re-engagement strategies, monitoring and acting on DDI/debtor lists to support re-engagement and retention.
• Recognise and celebrate member milestones such as birthdays, first classes and fitness achievements.
• Act as a concierge, connecting members to personal trainers, 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

Job description

Global Sports Jobs Limited is partnering with Virgin Active to recruit a warm, member-focused advocate within the Acquisitions team. The role serves as the heartbeat of the club, bridging members with personal training, wellness services and community events, while maintaining club readiness and hospitality standards.

Your day will involve engaging with members, reigniting motivation and delivering personalized outreach to re-engage at-risk members, celebrating milestones and sharing hospitality