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For Companies At a Glance
- Tasks: Lead engagement initiatives and inspire teams to deliver exceptional member experiences.
- Company: Join Virgin Active, a leader in wellness and leisure.
- Benefits: 30 days annual leave, complimentary membership, and discounts across Virgin Group.
- Other info: Flexible working hours and excellent career development opportunities.
- Why this job: Make a real impact on members' lives through creativity and exceptional service.
- Qualifications: Proven leadership skills and a passion for storytelling and hospitality.
The predicted salary is between 30000 - 40000 ÂŁ 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 only the very best Experience and Engagement Manager to join our Club team.
The Role
- 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.
Experience
- 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.
Our Perks
- 30 days (including bank holidays) annual leave plus a Celebration Day – and we want you to 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.
- Discounts across Virgin Active – everything from guest passes to 50% off PT sessions.
- Join Virgin Family - communicate with your colleagues across Virgin Group, with many discounts (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2).
- Access to Salary Finance for loans and savings plans, helping you become a personal finance expert.
- BUPA employer assistance programme offering 4 free counselling sessions.
- Complimentary corporate letting services through Dexters, meaning no tenant charges.
- Access to ePoints, offering loads of online discounts to retailers.
- Discount on all Academy courses, trained by the very best instructors.
Experience & Engagement Manager - London in England employer: Virgin Active
Contact Detail:
Virgin Active Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Experience & Engagement Manager - London in England
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Virgin Active's values and mission. This way, you can show how your personal values align with theirs, making you a perfect fit for the Experience & Engagement Manager role.
✨Tip Number 2
Prepare some killer questions! Think about what you want to know about the team dynamics or how they measure success in member engagement. This shows you're genuinely interested and ready to contribute to their goals.
✨Tip Number 3
Bring your storytelling A-game! Since the role involves driving a storytelling culture, be ready to share examples of how you've used storytelling in past roles to engage teams or improve member experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Experience & Engagement Manager - London in England
Some tips for your application 🫡
Show Your Passion for Wellness: When you're writing your application, let your enthusiasm for wellness shine through! We want to see how you connect with Virgin Active's mission to change lives for the better. Share any personal experiences or insights that highlight your commitment to health and wellbeing.
Highlight Your Coaching Skills: As an Experience & Engagement Manager, you'll be inspiring others. Make sure to showcase your ability to coach and lead teams in your application. Use specific examples of how you've motivated others to deliver exceptional service in the past.
Data-Driven Insights Matter: We love a good story backed by data! In your application, mention your experience with member data and how you've used insights to drive engagement and retention strategies. This will show us that you can translate numbers into actionable plans.
Apply Through Our Website: Don't forget to submit your application through our website! It's the best way for us to receive your details and ensure you’re considered for this exciting role. Plus, it shows you’re keen on joining the Virgin Active family!
How to prepare for a job interview at Virgin Active
✨Know Your Stuff
Before the interview, dive deep into Virgin Active's values and mission. Understand how they aim to change lives through wellness and think about how your experience aligns with that. This will help you demonstrate your passion for their goals.
✨Showcase Your Data Skills
Since the role involves translating member data into actionable insights, be prepared to discuss your experience with data analysis. Bring examples of how you've used data to drive engagement or improve service in previous roles.
✨Be a Storyteller
Virgin Active values storytelling, so think of creative ways to share your past experiences. Prepare anecdotes that highlight your ability to inspire teams and create memorable moments for members. This will show you understand the importance of connection.
✨Emphasise Emotional Intelligence
High emotional intelligence is key for this role. Be ready to discuss how you've built authentic relationships with team members and customers. Share specific instances where your empathy and understanding made a difference in a challenging situation.