Member Journey Host

This role acts as the warm, welcoming heartbeat of the club, serving 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 keep members coming back. The position sits within the Acquisitions team and involves close collaboration with club teams to support member engagement and retention.

• 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 to support re-engagement and retention.
• Recognise and celebrate member milestones such as birthdays, first classes and fitness achievements.
• Act as a concierge, connecting members to personal trainers, 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 (desirable).

• Part-time, 20 hours

• 30 days annual leave (including bank holidays), plus a Celebration Day.
• Access to The Peoples Pension, with employer contributions at 3%.
• Complimentary Virgin Active membership for the employee and a buddy, plus free membership for children and access to Club V.
• Discounts across Virgin Active, including guest passes and 50% off personal training 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.
• Health Heroes employer assistance programme with six free counselling sessions.
• Complimentary corporate letting services through Dexters, with no tenant charges.
• Access to ePoints for online discounts at retailers.

Virgin Active offers employees the opportunity to be part of a brand redefining the future of wellness, work in a premium environment with industry-leading facilities, access development and progression opportunities aligned to their level, and join a vibrant, engaged member community with a platform to build their career, reputation and impact.