Engagement Manager

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.

Responsibilities

• Leading the weekly churn, recovery, and hospitality progress review, ensuring clear actions for Hosts.
• Partnering with the GM to run daily Service Huddles, aligning all departments on NPS drivers, at-risk members, and presentation standards.
• Presenting monthly engagement, churn, rejoin, and advocacy trends to the leadership team with clear recommendations for improvement.
• Driving a club-wide storytelling culture by curating best-practice examples, hospitality wins, and creative “Moments that Matter” for network sharing.
• Translating member data (NPS, CSAT, churn signals, attendance) into proactive engagement actions and retention strategies.
• Leading, coaching, and inspiring Member Journey Hosts to consistently deliver extraordinary hospitality moments.
• Ensuring 100% completion of hospitality training and recertification, embedding “License to Hospitality” across the team.
• Acting as a cultural catalyst, embedding the 5 Promises of Hospitality into daily club life.
• Managing the churn prevention process, identifying at-risk members, implementing personalised interventions, and tracking outcomes.
• Celebrating member milestones and achievements through personalised recognition and creative activations.
• Ensuring brand standards are met in all club spaces, maintaining the Virgin Active experience.

Qualifications

• Proven ability to inspire and coach teams to deliver exceptional service.
• Strong data and insight skills, with the ability to act on churn signals.
• Creative, resourceful, and passionate about storytelling.
• High emotional intelligence, with the ability to connect authentically with members.
• Flexibility to work across Virgin Active working patterns, including evenings and weekends.

Benefits

• 30 days (including bank holidays) annual leave plus a Celebration Day.
• Access to the People’s Pension with our contributions at 3 %.
• Complimentary Virgin Active membership for you and a buddy; also free membership for your children and access to the Club V programme.
• Discounts across Virgin Active services, including guest passes and 50 % off PT sessions.
• Access to Virgin Family network and discounts with Virgin Atlantic, Virgin Holidays, Virgin Media/O2, etc.
• Salary Finance support for loans, savings plans, and personal finance guidance.
• Free BUPA employer assistance programme with 4 counselling sessions.
• Dexter’s complimentary corporate letting services.
• Access to ePoints for online discounts to retailers.
• Discounts on Virgin Academy courses taught by top instructors.