Member Journey Host

Virgin Active & KAUAI; Greater London; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

33 days annual leave (including bank)

The Peoples Pension

Complimentary Virgin Active membership

Discounts on PT sessions

Virgin Group discounts

20% off food & drink at KAUAI

Salary Finance access

6 free counselling sessions

Dexters corporate letting services

ePoints discounts

Job summary

Virgin Active invites applications for three Member Journey Host positions in the Acquisitions team. This full-time role (40 hours per week) places you at the welcoming heart of the club, building connections and helping members stay engaged.

You will nurture emotional connections, support daily service huddles, and drive personalised outreach to re-engage members while maintaining club standards and hospitality.

Qualifications

• Exceptional interpersonal and communication skills.
• High emotional intelligence with quick, genuine connections.
• Natural hospitality mindset and passion for people.
• Strong organisation with proactive, solutions-focused approach.
• Experience in hospitality or member-facing environments is desirable.

Responsibilities

• Create meaningful emotional connections with members.
• Participate in daily service huddles and share insights.
• Proactively reconnect with non-responders and at-risk members.
• Monitor and act on DDI/Debtor lists to support re-engagement.
• Identify disengagement signs and craft tailored re-engagement strategies.
• Recognise member milestones and celebrate achievements.
• Act as a concierge connecting members to services and events.
• Deliver daily Hum moments and support Sing/Shout experiences.
• Capture member stories and hospitality wins for best practices.

Skills

Interpersonal skills

Emotional intelligence

Hospitality mindset

Organisational skills

Experience in hospitality or customer‑

Job description

As we evolve into Social Wellness Clubs, we are creating spaces and experiences that support every aspect of our members’ physical, mental, nutritional and social wellbeing. By bringing together expert guidance, genuine community, personalised experiences and innovative technology, we make wellness feel accessible, welcoming and easy to navigate. Virgin Active is committed to recruiting the finest people who share our passion for creating exceptional experiences and delivering world-class service every day. We are looking for 3 Member Journey Hosts to join our Acquisitions team

Role Type: Full time

Number of Hours: 40

In this role, you will play a part in being 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.

Who We’re Looking For

• 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)

What You’ll Get

• The opportunity to be part of a brand redefining the future of wellness
• A premium environment with industry leading facilities
• Development and progression opportunities aligned to your level
• Access to a vibrant, engaged member community
• The platform to build your career, reputation and impact

The Perks

• 33 days (including bank holidays) annual leave, plus a Celebration Day – 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% offPTsessions.
• 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 Health Heroes employer assistance programme is there when you need a helping hand with 6 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

£27,997.84—£27,997.84 GBP