Member Journey Host

Virgin Active; Greater London; On-site; GBP 23,000 - 30,000; Full time

Benefits offered by this job

30 days annual leave

Virgin Active membership for you and a

Club discounts and staff benefits

Virgin Group discounts

Discounts on food at cafes

Salary Finance access

BUPA counselling 4 sessions

Corporate letting services

ePoints discounts

Academy course discounts

Job summary

Virgin Active is seeking a Member Journey Host to deliver a warm, welcoming club experience and nurture member engagement across the journey.

The role focuses on building emotional connections, proactive outreach to at‑risk members, and connecting guests with fitness and wellbeing services. It requires strong communication and hospitality skills, plus a passion for helping people feel valued and supported.

Qualifications

• Exceptional interpersonal and communication skills.
• High emotional intelligence with quick, genuine connections.
• Natural hospitality mindset and passion for people.
• Strong organisational and proactive problem-solving abilities.
• Experience in hospitality or member-facing environments desirable.

Responsibilities

• Create meaningful emotional connections with members.
• Participate in daily service huddles and share insights.
• Reconnect with non-responders and at-risk members.
• Monitor DDI/Debtor lists and support re-engagement.
• Identify disengagement signs and design re-engagement strategies.
• Recognise member milestones and celebrate achievements.
• Act as concierge, linking members to PTs and events.
• Deliver daily 'Hum' moments and support 'Sing'/'Shout' experiences.
• Capture member stories and share wins to inspire best practice.
• Own interactions end-to-end and ensure personal follow-up.
• Support daily club readiness: presentation, atmosphere, cleanliness.

Skills

Interpersonal skills

Communication skills

Emotional intelligence

Hospitality mindset

Organisational skills

Customer experience

Job description

Virgin Active are committed to changing people’s lives for the better through wellness. Our team are dedicated to delivering a unique leisure and relaxation experience throughout all our clubs. All our team members pride themselves on incorporating Virgin Active values and ensuring the highest Brand Standards into their work, so our members can experience the finest facilities and service.

We take value in recruiting the very best team members who work behind the scenes to support our clubs in delivering a world-class member experience. We are now looking for a Member Journey Host to join our Member Experience & Hospitality Team.

It’s a truly exciting time to be joining Virgin Active. As we continue to evolve into social wellness clubs, the member experience sits at the heart of everything we do. This role plays a vital part in creating emotional connection, building belonging, and ensuring members feel inspired, supported, and cared for throughout their entire journey with us.

The Member Journey Host is the warm, welcoming heartbeat of the club. You are the bridge between our members and the Virgin Active community - spotting early signs of disengagement, reigniting motivation, and turning everyday interactions into meaningful moments that keep members coming back.

The Role

• 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.

Experience

• Exceptional interpersonal and communication skills.

• High emotional intelligence with the ability to connect quickly and genuinely.

• A 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)

Our Perks

• 30 days (including bank holidays) annual leave - and we want you take them
• Access to The Peoples Pension, with our contributions at 3%
• Complimentary Virgin Active membership for you and a buddy. You can also get free membership for your children too, ability to take advantage of our Club V.
• We want you to love Virgin Active like we do, so you get discounts across Virgin active - everything from guest passes to 50% off PT sessions.
• You will join Virgin Family - where not only can you communicate with your colleagues across Virgin Group, but also many discounts (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2)
• Maintaining a healthy diet while at work can be hard, so we offer all our team members 20% off food and drink at our KAUAI branches located in clubs.
• Managing finances can be difficult, so we offer access to Salary Finance. They can support you with loans and savings plans, as well as help you become a personal finance expert.
• Mental health is a cornerstone of wellbeing. Our BUPA employer assistance programme is there when you need a helping hand with 4 free counselling sessions.
• We know finding a new home to rent can be stressful. We partner with Dexters who offer complimentary corporate letting services - meaning no tenant charges.
• Access to ePoints, offering loads of online discounts to retailers.
• Always wanted to take that yoga course? Well VA offer discount on all their Academy courses, trained by the very best instructors.