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 leave, complimentary membership, discounts, and mental health support.
- Other info: Flexible working hours and excellent career development opportunities.
- Why this job: Make a real impact on members' lives through creativity and hospitality.
- Qualifications: Proven leadership skills and a passion for storytelling.
The predicted salary is between 30000 - 40000 € 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.
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 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.
- BUPA employer assistance programme with 4 free counselling sessions.
- Complimentary corporate letting services through Dexters.
- Access to ePoints, offering online discounts to retailers.
- Discount on all Academy courses, trained by the very best instructors.
Experience & Engagement Manager - London employer: Virgin Active
Virgin Active is an exceptional employer dedicated to enhancing lives through wellness, offering a vibrant work culture that prioritises personal growth and team collaboration. With generous benefits such as 30 days of annual leave, complimentary memberships, and access to mental health support, employees are empowered to thrive both personally and professionally in the heart of London. Join us to be part of a passionate team that values creativity, storytelling, and extraordinary hospitality, ensuring every member's experience is unforgettable.
StudySmarter Expert Advice🤫
We think this is how you could land Experience & Engagement Manager - London
✨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 ethos aligns 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 regarding their approach to member engagement and hospitality. This not only shows your interest but also helps you gauge if this is the right place for you.
✨Tip Number 3
Show off your storytelling skills! Since the role involves driving a storytelling culture, come prepared with examples of how you've used storytelling in previous roles to engage members or improve service.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you note expressing your enthusiasm for the role. It’s a simple gesture that can set you apart from other candidates and keep you fresh in their minds.
We think you need these skills to ace Experience & Engagement Manager - London
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 personal stories or experiences that highlight your commitment to health and wellbeing.
Highlight Your Leadership Skills:As an Experience & Engagement Manager, you'll be leading teams and inspiring others. Make sure to showcase your leadership experience in your application. Use specific examples of how you've motivated teams or improved service standards in previous roles.
Be Data-Savvy:We love a candidate who can turn data into action! In your application, mention any experience you have with member data analysis or churn signals. Show us how you've used insights to drive engagement and improve member experiences in the past.
Tailor Your Application:Don't just send a generic application! Take the time to tailor your CV and cover letter to the role. Highlight relevant skills and experiences that align with the job description. And remember, applying through our website is the best way to get noticed!
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 speak confidently about how you can contribute to their goals.
✨Showcase Your Data Skills
Since the role involves translating member data into actionable strategies, be prepared to discuss your experience with data analysis. Bring examples of how you've used insights to drive engagement or improve service in previous roles. This will demonstrate your ability to act on churn signals effectively.
✨Bring the Storytelling Vibe
Virgin Active values storytelling, so think of creative ways to share your past successes. Prepare a few 'Moments that Matter' from your career that highlight your ability to inspire teams and create exceptional experiences for members. This will show you're a cultural fit.
✨Emphasise Emotional Intelligence
High emotional intelligence is key for this role. Be ready to discuss how you've connected authentically with team members or customers in the past. Share specific instances where your empathy and understanding made a difference in a challenging situation.
