Member Experience & Operations Lead

Virgin Active; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

30 days annual leave

The Peoples Pension

Complimentary Virgin Active membership

50% off PT sessions

Virgin family discounts

20% off food & drink at Kauai

Salary Finance access

Mental health support

Job summary

Virgin Active is seeking an Experience & Operations Manager to join our Operations Team. You will lead the Member Journey Host and Duty Manager teams, driving hospitality, operational excellence and member retention while ensuring safety and club standards.

Working with the General Manager, you will champion brand standards, manage budgets and supplier relationships, and use insights to improve the member journey.

Qualifications

• Proven experience leading teams within a customer focused, operational environment.
• Passion for delivering exceptional customer service and memorable experiences.
• Experience using performance data and customer insight to drive engagement and retention.
• Strong operational, organisational and problem solving skills.
• Excellent coaching, communication and stakeholder management skills.
• Strong understanding of health & safety and operational compliance.
• Commercial awareness with experience managing budgets and resources.
• Flexible approach to working hours, including evenings, weekends and bank holidays.

Responsibilities

• Lead and develop Member Journey Hosts and Duty Managers to deliver exceptional member experiences.
• Champion Virgin Active's hospitality culture and ensure brand standards are consistently delivered.
• Ensure the highest standards of health & safety, compliance, cleanliness and operational excellence.
• Drive member engagement, retention and loyalty through proactive hospitality initiatives and personalised journeys.
• Use member insight and operational data to identify opportunities, improve performance and reduce churn.
• Collaborate with the General Manager and wider leadership team to deliver club objectives and continuously improve the member experience.

Skills

Team leadership

Customer service

Data driven decisions

Health & safety knowledge

Budget management

Stakeholder management

Flexible working hours

Job description

Virgin Active is seeking an Experience & Operations Manager to join our Operations Team. You will lead the Member Journey Host and Duty Manager teams, driving hospitality, operational excellence and member retention while ensuring safety and club standards.

Working with the General Manager, you will champion brand standards, manage budgets and supplier relationships, and use insights to improve the member journey.