About the Role
The role sits within the Acquisitions team and acts as the warm, welcoming heartbeat of the club. It is the bridge between members and the club community, spotting early signs of disengagement, reigniting motivation, and turning everyday interactions into meaningful moments that keep members coming back. The role focuses on creating emotional connections, personalised outreach, and retention support through daily hospitality.
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 and identify early signs of disengagement to create tailored re-engagement strategies that support retention.
- 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 is desirable.
Workplace
- Full time, 40 hours per week.
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 access to Club V.
- Discounts across Virgin Active, including guest passes and 50% off PT sessions.
- Access to Virgin Family, enabling communication with colleagues 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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Contact Details:
Global Sports Jobs Limited Recruitment Team
