Experience & Operations Manager

About the Role

The role sits within the Operations Team and works closely with the General Manager. It is responsible for creating exceptional member experiences while ensuring the club operates safely, efficiently and to the highest standards. It leads the Member Journey Host and Duty Manager teams, driving hospitality, operational excellence and member retention. The role is full time, 40 hours per week.

Key Responsibilities

• Champion Virgin Active's hospitality culture, ensuring brand standards are consistently delivered throughout the club.
• Ensure the highest 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 and operational excellence.
• Drive member engagement, retention and loyalty through proactive hospitality initiatives and personalised member journeys.
• Use member insight and operational data to identify opportunities, improve performance and reduce member churn.
• Recruit, coach and develop high-performing teams, creating a positive and engaging working environment.
• Manage departmental budgets, staffing, payroll and supplier relationships to support commercial performance.
• Collaborate with the General Manager and wider leadership team to deliver club objectives and continuously improve the member experience.
• Act as a Duty Manager when required, supporting the safe and effective operation of the club.

Required Experience & Qualifications

• Proven experience leading teams within a customer-focused, 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.
• Excellent coaching, communication and stakeholder management skills.
• Strong understanding of health & safety and operational compliance.
• Commercial awareness with experience managing budgets and resources.
• Flexible approach to working hours, including evenings, weekends and bank holidays.

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 (including bank holidays) annual leave, plus a Celebration Day – and we want you to take them.
• 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.
• Access to 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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