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. So we take value in recruiting only the very best Experience and Engagement Manager to join our Club team.
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 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.
- We want you to love Virgin Active like we do, so you get discounts across Virgin active – everything from guest passes to 50% off PT sessions.
- You will join Virgin Family - where not only can you communicate with your colleagues across Virgin Group, but also many discounts (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2) -
- Managing finances can be difficult, so we offer access to Salary Finance. They can support you with loans and savings plans, as well as help you become a personal finance expert.
- Mental health is a cornerstone of wellbeing. Our BUPA employer assistance programme is there when you need a helping hand with 4 free counselling sessions.
- We know finding a new home to rent can be stressful. We partner with Dexters who offer complimentary corporate letting services – meaning no tenant charges.
- Access to ePoints, offering loads of online discounts to retailers.
- Always wanted to take that yoga course? Well VA offer discount on all their Academy courses, trained by the very best instructors.