At a Glance
- Tasks: Create meaningful connections and inspire members throughout their wellness journey.
- Company: Join Virgin Active, a leader in social wellness and member experience.
- Benefits: 30 days annual leave, complimentary membership, discounts, and mental health support.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Be the heartbeat of the club, making every member feel valued and inspired.
- Qualifications: Exceptional communication skills and a passion for hospitality.
The predicted salary is between 20000 - 25000 £ per year.
Virgin Active are committed to changing people's lives for the better through wellness.
Our team are dedicated to delivering a unique leisure and relaxation experience throughout all our clubs.
All our team members pride themselves on incorporating Virgin Active values and ensuring the highest Brand Standards into their work, so our members can experience the finest facilities and service.
We take value in recruiting the very best team members who work behind the scenes to support our clubs in delivering a world-class member experience.
We are now looking for a Member Journey Host to join our Member Experience & Hospitality Team.
It's a truly exciting time to be joining Virgin Active.
As we continue to evolve into social wellness clubs, the member experience sits at the heart of everything we do.
This role plays a vital part in creating emotional connection, building belonging, and ensuring members feel inspired, supported, and cared for throughout their entire journey with us.
The Member Journey Host is the warm, welcoming heartbeat of the club.
You are the bridge between our members and the Virgin Active community — spotting early signs of disengagement, reigniting motivation, and turning everyday interactions into meaningful moments that keep members coming back.
The Role
- 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.
Experience
- 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.
- Experience in hospitality, customer experience, or member-facing environments (desirable)
- Our Perks
- 30 days (including bank holidays) annual leave – and we want you take them
- Access to The Peoples Pension, with our contributions at 3%
- Complimentary Virgin Active membership for you and a buddy. You can also get free membership for your children too, ability to take advantage of our Club V.
- We want you to love Virgin Active like we do, so you get discounts across Virgin active – everything from guest passes to 50% off PT sessions.
- You will join Virgin Family - where not only can you communicate with your colleagues across Virgin Group, but also many discounts (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2)
- Maintaining a healthy diet while at work can be hard, so we offer all our team members 20% off food and drink at our KAUAI branches located in clubs.
- Managing finances can be difficult, so we offer access to Salary Finance. They can support you with loans and savings plans, as well as help you become a personal finance expert.
- Mental health is a cornerstone of wellbeing. Our BUPA employer assistance programme is there when you need a helping hand with 4 free counselling sessions.
- We know finding a new home to rent can be stressful. We partner with Dexters who offer complimentary corporate letting services – meaning no tenant charges.
- Access to e Points, offering loads of online discounts to retailers.
- Always wanted to take that yoga course? Well VA offer discount on all their Academy courses, trained by the very best instructors.
Member Journey Host - Chelmsford employer: Virgin Active
At Virgin Active, we pride ourselves on being an exceptional employer that fosters a vibrant and health-focused work culture. As a Wellness Café Team Member at KAUAI in the UK, you'll enjoy a supportive environment that encourages personal growth, offers competitive benefits like staff discounts and complimentary gym memberships, and promotes teamwork among passionate individuals dedicated to enhancing customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Member Journey Host - Chelmsford
✨Get Involved in Wellness Communities
Dive into local wellness and health coaching communities, both online and offline. Join Facebook groups or forums where health coaches gather to share tips and opportunities. You never know when a connection might lead to a full-time gig at a place like Virgin Active!
✨Attend Wellness Workshops and Events
Search for wellness conferences, workshops, or meet-ups happening in your area. These events are goldmines for networking and often have job boards where you can find openings, including listings from companies like Virgin Active.
✨Showcase Your Skills Online
Create a personal blog or social media accounts focused on health and wellness coaching. Share your insights, tips, and success stories. This not only demonstrates your expertise but also increases your visibility to potential employers like Virgin Active.
✨Utilise Your Connections
Don't underestimate the power of word-of-mouth! After connecting with people at events or online, reach out to friends and acquaintances who are in the wellness industry. A simple coffee chat could land you a full-time role at Virgin Active!
We think you need these skills to ace Member Journey Host - Chelmsford
Some tips for your application 🫡
Show Off Your Qualifications:In the wellness and health coaching world, your certifications are key! Make sure to highlight any relevant qualifications, such as health coach certifications, nutrition credentials, or any workshops you've attended. We want to see how you can apply your knowledge in real-world scenarios!
Craft a Relatable Cover Letter:Your cover letter should express your passion for helping others achieve wellness goals. Share any personal experiences or stories that led you to this field. This helps us see the genuine person behind the application — we love a good personal touch!
Highlight Your Coaching Approach:Describe your coaching style or methodology within your CV. Whether you're into holistic approaches, behaviour change techniques, or motivational interviewing, let us know! This helps us understand how you might connect with potential clients and fit into our team.
Professional but Approachable Formatting:When you're crafting your CV, keep it clear and easy to read, but don’t shy away from a bit of colour or personality! Use bullet points to make your experience pop, and consider including a brief personal statement to summarise your coaching philosophy. We all appreciate a well-organised document that reflects who you are!
How to prepare for a job interview at Virgin Active
✨Showcase Your Coaching Techniques
Make sure you can explain your coaching methodologies clearly. Think about how you approach client goals and what techniques you use—whether it’s motivational interviewing or goal-setting strategies. Practise presenting case scenarios to highlight how you help individuals in their wellness journeys.
✨Demonstrate Your Knowledge of Wellness Tools
Be prepared to discuss specific health and wellness tools or technologies you’re familiar with. If you use apps or software for tracking progress or facilitating communication with clients, mention these. Showing you’re tech-savvy can really give you an edge, especially as coaching often involves leveraging these tools.
✨Align with Virgin Active's Values
Before the interview, dig deep into Virgin Active's ethos and wellness philosophy. Speak about why these resonate with you and how your coaching aligns with their vision. It’ll show that you’re not just seeking a job, but that you genuinely want to be part of their mission.
✨Prepare for Real-Life Scenarios
In full-time roles, they might want to see how you handle real-life coaching situations. Prepare for role-playing exercises or questions about how you’d tackle specific challenges clients might face—this can really demonstrate your practical experience and problem-solving skills.
