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Here at Virgin Active, we can’t get enough of inspiring our members to live an active life, delivering amazing fitness experiences and service throughout our clubs. We are recruiting a club-based Head of Membership to lead the club’s Front of House and Membership teams, ensuring everyone serves and everyone sells.
As a Head of Membership, you will support the General Manager and other Heads of Department to deliver a world-class customer journey through the club.
Always leading from the front, you will be responsible for the club's membership performance, creating accurate weekly and monthly plans to drive net growth. You will produce transparent sales reports and analysis for the General Manager, Membership Business Partner, and other stakeholders.
In addition, you will drive penetration for our Personal Trainer program and build relationships with local businesses to increase corporate membership sales. You will ensure that the Front of House team can confidently handle membership inquiries and are coached to achieve high standards of member satisfaction and retention.
As a senior manager, you will be a role model, creating an inspiring and motivated culture to support the club’s journey to high customer satisfaction and financial success.
This role offers an excellent opportunity for an experienced leader seeking additional responsibility and growth.
About You
What qualities does a Head of Membership need to join Virgin Active?
* Previous experience as a performance-led manager with a strong operational understanding of managing a subscription-based business
* Experience in an operational environment, with a hands-on approach to problem-solving
* Strong numeracy skills, budget management, and the ability to interpret data into actionable insights
* A proven track record of meeting financial targets
* Experience in people management, coaching teams to success through goals, targets, and KPIs
* A sharp focus on customer service and experience
* Confidence in liaising with members and managing escalations via phone, email, and face-to-face
* Team-oriented attitude, work ethic, and a mindset to dream big
* Continuous learner, eager to improve, inspire, have fun, and do the right thing
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