Member Experience Host – Wellness & Retention

Virgin Active; Sheffield; Hybrid; GBP 12,000 - 21,000; Part time

Benefits offered by this job

30 days annual leave including bank

The Peoples Pension with 3% employer

Complimentary Virgin Active membership

Discounts across Virgin Active & 50%/s

Access to Virgin family benefits

20% off food and drink at Kauai

Salary Finance access

6 free counselling sessions

Dexters corporate letting services

ePoints discounts

Job summary

Virgin Active in the United Kingdom is hiring a Member Journey Host to join our Acquisitions team on a part-time basis. You will be the welcoming heartbeat of the club, forging emotional connections and guiding members through their wellness journey.

In this role, you’ll handle daily hospitality, reconnect with non-responders, and help members feel seen and valued by connecting them to classes, PTs, and community events, delivering warm, personalised service every day.

Qualifications

• Experience in hospitality, customer-facing environments is desirable.
• Strong interpersonal and communication skills.

Responsibilities

• Create meaningful emotional connections with members.
• Participate in daily service huddles and share member insights.
• Proactively reconnect with non-responders and at-risk members.
• Monitor member activity and support re-engagement and retention.
• Identify early disengagement signs and craft re-engagement strategies.
• Recognise member milestones and celebrate achievements.
• Act as a concierge, connecting members to PTs and classes.
• Deliver daily hospitality moments and share hospitality wins.
• Own interactions end-to-end with follow-up.
• Maintain club readiness, presentation, atmosphere and cleanliness.

Skills

Hospitality

Customer Experience

Member Engagement

Interpersonal Skills

Communication

Job description

Virgin Active in the United Kingdom is hiring a Member Journey Host to join our Acquisitions team on a part-time basis. You will be the welcoming heartbeat of the club, forging emotional connections and guiding members through their wellness journey.

In this role, you’ll handle daily hospitality, reconnect with non-responders, and help members feel seen and valued by connecting them to classes, PTs, and community events, delivering warm, personalised service every day.