Member Experience & Operations Leader

Virgin Active & KAUAI; Clapham; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

33 days annual leave

Pension contributions 3%

Complimentary Virgin Active membership

Club discounts

Family discounts

20% off food and drink at KAUAI

Salary Finance access

Health Heroes counselling

Dexters corporate letting services

ePoints discounts

Job summary

Virgin Active is seeking an Experience & Operations Manager to join the Operations Team, leading the Member Journey Host and Duty Manager teams to deliver hospitality and operational excellence across the club.

Working with the General Manager, you will champion brand standards, drive member engagement and retention, manage budgets and resources, and ensure health and safety compliance while maintaining exceptional guest experiences.

Qualifications

• Proven experience leading teams in a customer-focused, operational environment.
• 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.

Responsibilities

• Champion Virgin Active's hospitality culture, ensuring brand standards are consistently delivered throughout the club.
• Ensure the highest standards of health & safety, compliance, cleanliness and operational excellence across the club.
• Lead and inspire Member Journey Hosts and Duty Managers to deliver exceptional member experiences and operational excellence.
• Drive member engagement, retention and loyalty through proactive hospitality initiatives and personalised member journeys.
• Use member insight and operational data to identify opportunities, improve performance and reduce member churn.
• Recruit, coach and develop high-performing teams, creating a positive and engaging working environment.
• Manage departmental budgets, staffing, payroll and supplier relationships to support commercial performance.
• Collaborate with the General Manager and wider leadership team to deliver club objectives and continuously improve the member experience.
• Act as a Duty Manager when required, supporting the safe and effective operation of the club.

Skills

Team leadership

Customer service

Data-driven decisions

Health & safety

Budget management

Stakeholder management

Operations management

Coaching

Job description

Virgin Active is seeking an Experience & Operations Manager to join the Operations Team, leading the Member Journey Host and Duty Manager teams to deliver hospitality and operational excellence across the club.

Working with the General Manager, you will champion brand standards, drive member engagement and retention, manage budgets and resources, and ensure health and safety compliance while maintaining exceptional guest experiences.