Virgin Active & KAUAI
Experience & Operations Manager
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Virgin Active Experience & Operations Manager
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. We take value in recruiting the very best team members who bring our clubs to life, creating exceptional member experiences every day.
We are looking for an Experience & Operations Manager to join our Club Leadership Team.
The Experience & Operations Manager is responsible for creating exceptional member experiences while ensuring the club operates safely, efficiently and to the highest standards. Working closely with the General Manager, you will lead the Member Journey Host and Duty Manager teams, driving hospitality, operational excellence and member retention.
Role Type: Full time
Number of hours: 40
The Role:
- Champion Virgin Active's hospitality culture, ensuring brand standards are consistently delivered throughout the club.
- Ensure the highest standards of health & safety, compliance, cleanliness and operational excellence across the club.
- Lead and inspire Member Journey Hosts and Duty Managers to deliver exceptional member experiences and operational excellence.
- Drive member engagement, retention and loyalty through proactive hospitality initiatives and personalised member journeys.
- Use member insight and operational data to identify opportunities, improve performance and reduce member churn.
- Champion Virgin Active's hospitality culture, ensuring brand standards are consistently delivered throughout the club.
- Recruit, coach and develop high-performing teams, creating a positive and engaging working environment.
- Manage departmental budgets, staffing, payroll and supplier relationships to support commercial performance.
- Collaborate with the General Manager and wider leadership team to deliver club objectives and continuously improve the member experience.
- Act as a Duty Manager when required, supporting the safe and effective operation of the club.
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Experience:
- Proven experience leading teams within a customer focused, operational environment.
- Passion for delivering exceptional customer service and memorable experiences.
- Experience using performance data and customer insight to drive engagement and retention.
- Strong operational, organisational and problem solving skills.
- Excellent coaching, communication and stakeholder management skills.
- Strong understanding of health & safety and operational compliance.
- Commercial awareness with experience managing budgets and resources.
- Flexible approach to working hours, including evenings, weekends and bank holidays.
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Our Perks
- 30 days (including bank holidays) annual leave – and we want you to take them.
- Access to The Peoples Pension, with our contributions at 3%.
- Private health Insurance with access to healthcare, wellbeing rewards and preventative health support.
- 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.
- 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).
- Maintaining a healthy diet while at work can be hard, so we offer all our team members 20% off food and drink at our KAUAI branches located in clubs.
- 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.
Pay Range
£33,797.40—£38,776 GBP
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