Member Journey Host

This role joins the Acquisitions team as the warm, welcoming heartbeat of the club. It acts as a bridge between members and the club community, spotting early signs of disengagement, reigniting motivation, and turning everyday interactions into meaningful moments that keep members coming back. The role supports the club's evolution into Social Wellness Clubs by helping members feel connected to a community focused on physical, mental, nutritional and social wellbeing.

• Create meaningful emotional connections that make members feel seen, valued, and inspired.
• Participate in daily service huddles, sharing insights, member stories, and hospitality opportunities.
• Proactively reconnect with non-responders and at-risk members through personalised outreach, identifying early signs of disengagement and creating tailored re-engagement strategies.
• Monitor and act on DDI/Debtor lists, supporting re-engagement and retention.
• 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.
• Capture and share member stories and hospitality wins to inspire best practice across the club.
• 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.

• 40 hours per week

• 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 (including bank holidays) annual leave, plus a Celebration Day – and we want you to take them.
• 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, with communication 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.