Member Journey Host

Global Sports Jobs Limited; Strand; On-site; ZAR 120,000 - 160,000; Part time

Benefits offered by this job

33 days annual leave

The Peoples Pension

Complimentary Virgin Active membership

Discounts across Virgin Active

Virgin Family benefits

20% off food and drinks

Salary Finance access

Health Heroes counselling

Dexters letting services

ePoints discounts

Job summary

Virgin Active in the Western Cape, Strand, is seeking a Part-time Member Journey Host to support the Acquisitions team. This 32-hour-per-week role focuses on spotting disengagement, reigniting motivation, and turning everyday interactions into meaningful moments that keep members coming back.

You will build emotional connections, proactively reconnect with at-risk members, coordinate with PTs and wellness services, and champion club readiness and hospitality across the venue.

Qualifications

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

Responsibilities

• Create meaningful emotional connections that make members feel seen, valued, and inspired.
• Proactively reconnect with non-responders and at-risk members through personalised outreach.
• Monitor and act on member lists and engagement signals to support retention.
• Act as a concierge connecting members to PTs, group exercise, wellness services, and events.
• Own interactions end-to-end and ensure follow-up to maximize member satisfaction.

Skills

Interpersonal skills

Emotional intelligence

Hospitality mindset

Organisation skills

Job description

About the Role

The Member Journey Host acts as the warm, welcoming heartbeat of the club and the bridge between members and the Virgin Active community. The role focuses on spotting early signs of disengagement, reigniting motivation, and turning everyday interactions into meaningful moments that keep members coming back. This is a part-time position of 32 hours per week within the Acquisitions team.

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, 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.

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.

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 you and a buddy, free membership for your children, and access to Club V.
• Discounts across Virgin Active, including guest passes and 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 support to become a personal finance expert.
• 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 to retailers.

About the Company

Virgin Active offers a premium environment with industry-leading facilities, development and progression opportunities aligned to level, access to a vibrant, engaged member community, and a platform to build career, reputation and impact.