Virgin Active & KAUAI
Member Journey Host
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About Us
As we evolve into Social Wellness Clubs, we are creating spaces and experiences that support every aspect of our members’ physical, mental, nutritional, and social wellbeing. By bringing together expert guidance, genuine community, personalized experiences, and innovative technology, we make wellness feel accessible, welcoming, and easy to navigate. Virgin Active is committed to recruiting the finest people who share our passion for creating exceptional experiences and delivering world-class service every day.
The Opportunity
We are looking for 3 Member Journey Hosts to join our Acquisitions team.
Role Type: Full time
Number of Hours: 40
The Role
In this role, you will play a part in being the warm, welcoming heartbeat of the club. You are the bridge between our members and the Virgin Active community, spotting early signs of disengagement, reigniting motivation, and turning everyday interactions into meaningful moments that keep members coming back.
Responsibilities
- 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 personalized outreach.
- Monitor and act on DDI/Debtor lists, supporting re-engagement and retention.
- Identify early signs of disengagement and create tailored re-engagement strategies.
- Recognize 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.
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Who We’re Looking For
- 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 organization skills with a proactive, solutions-focused approach.
- Experience in hospitality, customer experience, or member-facing environments (desirable).
What You’ll Get
- 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.
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The Perks
- 33 days (including bank holidays) annual leave, plus a Celebration Day – and we want you to 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.
- You will 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).
- 20% off food and drink at our KAUAI branches located in clubs.
- Access to Salary Finance for loans and savings plans, and help to become a personal finance expert.
- Health Heroes employer assistance programme with 6 free counselling sessions.
- Partnering with Dexters for complimentary corporate letting services – meaning no tenant charges.
- Access to ePoints, offering loads of online discounts to retailers.
Pay Range
£27,997.84—£27,997.84 GBP
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