Experience & Operations Manager

In this role, you will play a part in being 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.

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.

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.

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.