Member Journey Host

About the Role

This role sits within the Acquisitions team and acts as the warm, welcoming heartbeat of the club, serving as the bridge between members and the wider Virgin Active community. The post holder spots early signs of disengagement, reignites motivation and turns everyday interactions into meaningful moments that keep members coming back. Working as a member advocate and concierge, they connect members to personal training, group exercise, wellness services and community events, while helping to maintain daily club readiness and hospitality standards.

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.
• Identify early signs of disengagement and create tailored re-engagement strategies, monitoring and acting on DDI/debtor lists to support re-engagement and retention.
• Recognise and celebrate member milestones such as birthdays, first classes and fitness achievements.
• Act as a concierge, connecting members to personal trainers, 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 a passion for people.
• Strong organisation skills with a proactive, solutions-focused approach.

Preferred Skills

• Experience in hospitality, customer experience or member-facing environments (desirable).

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.
• 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, plus free membership for your children and the ability to take advantage of Club V.
• Discounts across Virgin Active, from guest passes to 50% off personal training 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 and savings plans, as well as support to become a personal finance expert.

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