Member Experience Host: Engagement & Retention

Virgin Active; Greater London; Hybrid; GBP 17,000 - 21,000; Part time

Benefits offered by this job

33 days annual leave (including bank),

The Peoples Pension 3% employer

Complimentary Virgin Active membership

50% off PT sessions

Discounts across Virgin Active and its

ePoints discounts

Job summary

Virgin Active in London is seeking a Part Time Member Journey Host to welcome members and act as bridge between members and the Virgin Active community. 28 hours per week, role focuses on engagement and re-engagement.

You will create emotional connections, participate in daily service huddles, reconnect with non responders, monitor member milestones, and help members access trainers and wellness services. A hospitality mindset and strong communication are key.

Qualifications

• Exceptional interpersonal and communication abilities.
• High emotional intelligence with quick, genuine connection.
• Hospitality mindset focused on guest experiences.
• Strong organisational skills and proactive problem solving.
• Experience in hospitality or member-facing environments is 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

Organisation skills

Customer experience

Job description

Virgin Active in London is seeking a Part Time Member Journey Host to welcome members and act as bridge between members and the Virgin Active community. 28 hours per week, role focuses on engagement and re-engagement.

You will create emotional connections, participate in daily service huddles, reconnect with non responders, monitor member milestones, and help members access trainers and wellness services. A hospitality mindset and strong communication are key.