Member Experience Host – Engagement & Retention

Greenhouse Software, Inc.; Greater London; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

33 days annual leave

Pension contribution 3%

Complimentary Virgin Active membership

Member discounts across Virgin Active

Family discounts

20% off food at KAUAI

Salary Finance access

Mental health support programme

Corporate letting via Dexters

ePoints discounts

Job summary

Virgin Active in London is seeking two upbeat Member Journey Hosts to join our Acquisitions team and help create welcoming, memorable experiences for every member. You will be the friendly heartbeat of the club, building connections, guiding members, and coordinating with PTs and wellness services to support ongoing engagement and a vibrant community.

As part of the role, you will deliver personalized outreach, celebrate member milestones, and ensure the club feels welcoming, clean, and

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, 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

Experience in hospitality

Job description

Virgin Active in London is seeking two upbeat Member Journey Hosts to join our Acquisitions team and help create welcoming, memorable experiences for every member. You will be the friendly heartbeat of the club, building connections, guiding members, and coordinating with PTs and wellness services to support ongoing engagement and a vibrant community.

As part of the role, you will deliver personalized outreach, celebrate member milestones, and ensure the club feels welcoming, clean, and