Member Journey Host

Global Sports Jobs Limited; Sheffield; On-site; GBP 12,000 - 15,000; Part time

Benefits offered by this job

33 days annual leave including bankhol

The Peoples Pension with 3% employer

Complimentary Virgin Active membership

Discounts across Virgin Active

Virgin Family membership benefits

20% off food and drink at KAUAI

Salary Finance access

Health Heroes counselling

Dexters corporate letting services

ePoints for online discounts

Job summary

Virgin Active is seeking a warm, welcoming Member Experience Host to be the heartbeat of the club. You will spot early disengagement signs, reignite motivation and turn ordinary interactions into meaningful moments that keep members returning.

You will work within the Acquisitions team to support member connection, retention and daily club readiness. Ideal candidates bring exceptional interpersonal skills, high emotional intelligence and a natural hospitality mindset.

Qualifications

• Exceptional interpersonal and communication skills.
• High emotional intelligence with the ability to connect quickly and genuinely.
• Natural hospitality mindset and passion for people.
• Strong organisation skills with a proactive, solutions‑focused approach.

Responsibilities

• 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 to support re-engagement and retention.
• Identify early signs of disengagement and create tailored re-engagement strategies.
• Act as a concierge, connecting members to PTs, group exercise, wellness services and community events.

Skills

Interpersonal skills

Emotional intelligence

Hospitality mindset

Organisational skills

Job description

About the Role

The role acts as the warm, welcoming heartbeat of the club and the bridge between members and the Virgin Active community. It focuses on spotting early signs of disengagement, reigniting motivation and turning everyday interactions into meaningful moments that keep members coming back. It sits within the Acquisitions team and supports member connection, retention and daily club readiness.

Key Responsibilities

• 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 to support 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 and support 'Sing' and 'Shout' experiences that surprise and delight, capturing and sharing 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.

Required Experience & Qualifications

• 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.

Preferred Skills

• Experience in hospitality, customer experience or member‑facing environments.

Workplace

• Part-time role, 20 hours.

Benefits & Perks

• 33 days annual leave including bank holidays, plus a Celebration Day.
• Access to The Peoples Pension, with employer contributions at 3%.
• Complimentary Virgin Active membership for the employee and a buddy, plus free membership for children and access to Club V.
• Discounts across Virgin Active, from guest passes to 50% off PT sessions.
• Membership of Virgin Family, with communication across Virgin Group and discounts including Virgin Atlantic, Virgin Holidays and Virgin Media/O2.
• 20% off food and drink at KAUAI branches located in clubs.
• Access to Salary Finance for loans, savings plans and personal finance support.
• Health Heroes employer assistance programme with 6 free counselling sessions.
• Complimentary corporate letting services through Dexters, with no tenant charges.
• Access to ePoints for online discounts at retailers.

About the Company

Employees have the opportunity to be part of a brand redefining the future of wellness, in a premium environment with industry‑leading facilities, development and progression opportunities, access to a vibrant member community, and a platform to build their career, reputation and impact.