Member Journey Host

Serves as the warm, welcoming heartbeat of the club, acting as a bridge between members and the club community. It focuses on spotting early signs of disengagement, reigniting motivation and turning everyday interactions into meaningful moments that encourage retention. The position sits within the Acquisitions team and supports daily club readiness and member-facing hospitality.

• Create meaningful emotional connections that make members feel seen, valued and inspired.
• Participate in daily service huddles and share insights, member stories and hospitality opportunities, capturing and sharing member stories and hospitality wins to inspire best practice across the club.
• Proactively reconnect with non-responders and at-risk members through personalised outreach.
• Monitor and act on DDI/Debtor lists to support 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.
• 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.

• 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.

• The opportunity to be part of a brand redefining the future of wellness.
• A premium environment with industry-leading facilities.
• Development and progression opportunities aligned to your level.
• Access to a vibrant, engaged member community.
• The platform to build your career, reputation and impact.
• 30 days' annual leave (including bank holidays), plus a Celebration Day, with encouragement to take it.
• Access to The Peoples Pension, with employer contributions at 3%.
• Complimentary Virgin Active membership for you and a buddy, plus free membership for your children and access to Club V.
• Discounts across Virgin Active, including guest passes and 50% off PT sessions.
• Membership of Virgin Family, enabling communication with colleagues across Virgin Group and discounts including Virgin Atlantic, Virgin Holidays and Virgin Media/O2.
• 20% off food and drink at KAUAI branches located in clubs.
• Access to Salary Finance for loans, savings plans and personal finance support.