Wellness Club Experience & Operations Lead

Virgin Active; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

30 days annual leave + Celebration Day

The Peoples Pension (3% company match)

Complimentary Virgin Active membership

Discounts across Virgin Active

20% off food and drinks at KAUAI

Salary Finance access

Health Heroes counselling (6 sessions)

Corporate letting services via Dexters

ePoints discounts

Job summary

Virgin Active is evolving into Social Wellness Clubs and seeks an Experience & Operations Manager to join the Operations Team in London. The role focuses on creating exceptional member experiences while ensuring safe, efficient club operations and high service standards.

You will lead the Member Journey Host and Duty Manager teams, drive hospitality initiatives and use insights to improve engagement and reduce churn. A hands‑on leader who motivates teams and manages budgets will thrive here.

Qualifications

• Proven experience leading teams within a customer‑focussed, operational environment.
• Passion for delivering exceptional customer service and memorable experiences.
• Experience using performance data and customer insight to drive engagement and retention.
• Strong operational, organisational and problem solving skills.

Responsibilities

• Champion Virgin Active's hospitality culture and ensure brand standards are consistently delivered.
• Maintain high 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.
• Drive member engagement, retention and loyalty through proactive hospitality initiatives and personalised journeys.
• Utilise member insight and operational data to identify opportunities, improve performance and reduce churn.
• Recruit, coach and develop high‑performing teams and manage budgets and resources.
• Collaborate with the General Manager and leadership team to deliver club objectives and enhance the member experience.
• Act as Duty Manager when required to support safe and effective club operation.

Skills

Team leadership

Customer service

Data-driven decisions

Health & safety

Budget management

Stakeholder management

Coaching

Job description

Virgin Active is evolving into Social Wellness Clubs and seeks an Experience & Operations Manager to join the Operations Team in London. The role focuses on creating exceptional member experiences while ensuring safe, efficient club operations and high service standards.

You will lead the Member Journey Host and Duty Manager teams, drive hospitality initiatives and use insights to improve engagement and reduce churn. A hands‑on leader who motivates teams and manages budgets will thrive here.