Experience & Engagement Manager

Experience & Engagement Manager focuses on leading the weekly churn, recovery, and hospitality progress review, ensuring clear actions for hosts.

What the role involves

• Leading the weekly churn, recovery, and hospitality progress review, ensuring clear actions for Hosts.
• Presenting monthly engagement, churn, rejoin, and advocacy trends to the leadership team with clear recommendations for improvement.
• Leading, coaching, and inspiring Member Journey Hosts to consistently deliver extraordinary hospitality moments.
• Managing the churn prevention process, identifying at-risk members, implementing personalised interventions, and tracking outcomes.
• Proven ability to inspire and coach teams to deliver exceptional service.

Skills and requirements

• Our team are dedicated to delivering a unique leisure and relaxation experience throughout all our clubs.
• Ensuring 100% completion of hospitality training and recertification, embedding “License to Hospitality” across the team.
• Ensuring brand standards are met in all club spaces, maintaining the Virgin Active experience.

Confirmed role details

• 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%.
• 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.

Candidate fit

• Translating member data (NPS, CSAT, churn signals, attendance) into proactive engagement actions and retention strategies.

Additional role context

• Acting as a cultural catalyst, embedding the 5 Promises of Hospitality into daily club life.
• Celebrating member milestones and achievements through personalised recognition and creative activations.
• Strong data and insight skills, with the ability to act on churn signals.