Experience Manager

About the Role

The Experience Manager leads the Experience Team to deliver outstanding member and prospect experiences daily, exceeding expectations and fostering loyalty. The role sits within the Acquisitions team on a fixed-term contract of 40 hours per week. The post-holder is accountable for service standards, membership administration, sales performance and, when required, Duty Shift responsibilities.

Key Responsibilities

• Lead the Experience team, ensuring the club is fully staffed to deliver exceptional service and meet daily budgets.
• Guarantee prompt handling of all membership enquiries and oversee any necessary escalations.
• Manage membership administration, maintaining accuracy and GDPR compliance.
• Take accountability for all sales for the assigned club, ensuring sales budgets are achieved across volume, revenue, sales mix, junior memberships and joining fee budgets.
• Monitor and track all membership results and activity levels daily, weekly and monthly using the systems and tools provided.
• Produce accurate, transparent reports and analysis as required by the General Manager, Regional Business Director and the rest of the business.
• Take on the responsibilities of the Duty Shift as needed, demonstrating flexibility and dedication to the needs of the business and leading by example in all aspects of club management.

Required Experience & Qualifications

• Strong people management and organisational skills, fostering a cohesive and high-performing team.
• Proven track record of surpassing financial targets, driving success and growth.

Preferred Skills

• Experience from a Sales/KPI driven background.

Benefits & Perks

• 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.
• 30 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, plus 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 personal finance support.

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