Member Journey Host

Virgin Active Limited; Greater London; On-site; GBP 12,000 - 16,000; Part time

Benefits offered by this job

30 days annual leave

Pension with 3% company contribution

Private health insurance

Complimentary Virgin Active membership

Member discounts across Virgin Active

Virgin Family discounts

20% off food and drink at KAUAI

Salary Finance access

BUPA counsellng sessions

Dexters corporate letting services

ePoints discounts

Job summary

Virgin Active is seeking a Part Time Member Journey Host for our London club to deliver exceptional hospitality and build meaningful member connections. You will engage throughout the wellness journey, support retention, and ensure a welcoming, personalised experience at every visit.

As part of the Club Team, you will connect members with trainers, classes and wellness services, coordinating with Sales, Product and Operations to ensure a seamless end-to-end experience.

Qualifications

• Passion for delivering exceptional customer service.
• Outstanding communication and interpersonal skills.
• High emotional intelligence with the ability to engage a diverse range of people.
• Proactive, organised and able to manage multiple priorities in a fast paced environment.
• Strong problem solving skills with the confidence to take ownership of member queries and resolutions.
• A collaborative team player who enjoys working across different departments.
• Flexible approach to working hours, including evenings, weekends and bank holidays.

Responsibilities

• Create genuine, meaningful connections with members, delivering exceptional hospitality and personalised experiences at every interaction.
• Proactively engage with members throughout their journey, identifying opportunities to increase engagement, motivation and long-term retention.
• Reconnect with members who have disengaged, providing tailored support and encouraging participation in club activities, events and wellbeing experiences.
• Celebrate member milestones and achievements, creating memorable moments that strengthen loyalty and build a sense of community.
• Act as a concierge for members, connecting them with Personal Trainers, Group Exercise classes, wellness services and other club experiences.
• Collaborate with Sales, Product and Operations teams to deliver a seamless end to end member experience.
• Take ownership of member queries and feedback, ensuring every interaction is resolved promptly with personal follow up.
• Capture and share member success stories, recognising opportunities to inspire both members and team members.
• Support the presentation, cleanliness and overall readiness of the club, ensuring every member experiences a welcoming environment.
• Participate in daily team huddles, sharing member insights and identifying opportunities to enhance the member experience.

Skills

Customer service

Communication

Emotional intelligence

Relationship building

Organisational skills

Problem solving

Team collaboration

Flexibility

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 bring our clubs to life, creating exceptional member experiences every day. We are looking for a Member Journey Host to join our Club team.

The Member Journey Host is responsible for creating meaningful connections with our members throughout their wellness journey. Working closely with the wider Club team, you will deliver exceptional hospitality, build lasting relationships and proactively support member engagement and retention, ensuring every visit is welcoming, personal and memorable.

Role Type: Part Time

Number of hours: 20

The Role

• Create genuine, meaningful connections with members, delivering exceptional hospitality and personalised experiences at every interaction.
• Proactively engage with members throughout their journey, identifying opportunities to increase engagement, motivation and long-term retention.
• Reconnect with members who have disengaged, providing tailored support and encouraging participation in club activities, events and wellbeing experiences.
• Celebrate member milestones and achievements, creating memorable moments that strengthen loyalty and build a sense of community.
• Act as a concierge for members, connecting them with Personal Trainers, Group Exercise classes, wellness services and other club experiences.
• Collaborate with Sales, Product and Operations teams to deliver a seamless end to end member experience.
• Take ownership of member queries and feedback, ensuring every interaction is resolved promptly with personal follow up.
• Capture and share member success stories, recognising opportunities to inspire both members and team members.
• Support the presentation, cleanliness and overall readiness of the club, ensuring every member experiences a welcoming environment.
• Participate in daily team huddles, sharing member insights and identifying opportunities to enhance the member experience.

Experience

• Passion for delivering exceptional customer service and creating memorable member experiences.
• Outstanding communication and interpersonal skills, with the ability to build genuine relationships.
• High emotional intelligence with the ability to engage confidently with a diverse range of people.
• Proactive, organised and able to manage multiple priorities in a fast paced environment.
• Strong problem solving skills with the confidence to take ownership of member queries and resolutions.
• A collaborative team player who enjoys working across different departments.
• Flexible approach to working hours, including evenings, weekends and bank holidays.

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%.
• Private heath Insurance with access to healthcare, wellbeing rewards and preventative health support.
• 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.

Pay Range

£13,998.92—£13,998.92 GBP