Find a job 
Featured Companies 
Featured Universities 
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, free gym 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 hospitality.
- Qualifications: Experience in coaching teams and strong data insight skills required.
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.
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, 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 online discounts to retailers.
- Discount on all Academy courses, trained by the very best instructors.
Experience & Engagement Manager - London employer: Virgin Active
Contact Detail:
Virgin Active Recruiting Team
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 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 regarding their approach to member engagement and hospitality. Asking insightful questions 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. This will highlight your creativity and resourcefulness.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you note to express your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Experience & Engagement Manager - London
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for wellness and hospitality shine through. We want to see how much you care about creating extraordinary experiences for our members!
Be Data-Driven: Since the role involves translating member data into actionable insights, make sure to highlight any experience you have with data analysis. Show us how you've used data to improve engagement or service in the past.
Tell Your Story: We love a good story! Use your application to share specific examples of how you've inspired teams or created memorable moments in previous roles. This will help us see your creative side and your ability to connect with others.
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 get you on our radar. Plus, it shows you’re keen to join the Virgin Active family!
How to prepare for a job interview at Virgin Active
✨Know Your Numbers
As an Experience & Engagement Manager, you'll need to be comfortable with data. Brush up on key metrics like NPS and CSAT before your interview. Be ready to discuss how you've used data in the past to drive engagement and retention strategies.
✨Showcase Your Storytelling Skills
This role is all about creating memorable experiences. Prepare a few examples of how you've used storytelling to enhance member engagement or improve service. Think about specific 'Moments that Matter' you've created in previous roles.
✨Demonstrate Emotional Intelligence
High emotional intelligence is crucial for connecting with members and your team. During the interview, share instances where you've successfully navigated challenging situations or built strong relationships. This will show your ability to inspire and coach others.
✨Align with Virgin Active Values
Familiarise yourself with Virgin Active's values and brand standards. Be prepared to discuss how you embody these values in your work. Highlight any experience you have in maintaining high standards in hospitality and service, as this will resonate well with the interviewers.