The role sits within the Acquisition team and plays a part in the club’s commercial performance, driving membership growth, revenue and profitability through a premium, customer-focused sales strategy. It involves inspiring and developing a high-performing team, optimising the member journey from first enquiry to long-term retention, and using data-driven insights to deliver exceptional commercial results and member experiences. The position is full time at 40 hours per week.
Key Responsibilities
Hold total accountability for the club’s commercial results, including membership revenue, net movement, POS value, total wallet size, sales volume, quality of sale and sales mix.
Drive corporate sales pipeline activity, strategic partnerships, lead flow, conversion optimisation and full oversight of the prospect journey.
Deliver accurate weekly and monthly commercial planning and activity modelling to support performance.
Shift the team from mid-market, volume-based selling to a premium, value-driven model by positioning membership as a premium lifestyle and enhancing sales storytelling through personas, emotional drivers and tailored value propositions.
Coach the team to deliver short, elegant, emotionally resonant conversations and embed quality of sale measures into daily performance reviews.
Ensure accurate CRM (Dynamics) usage, predictive insights and data-led prioritisation to increase conversion, reduce drop-off and grow POS value.
Ensure delivery of the new member onboarding journey, including tailored onboarding within the first 7 days, persona-aligned welcome experiences, moments of generosity and a curated 90-day graduation moment.
Lead a high-performance culture by setting clear KPIs, delivering disciplined one-to-ones, coaching premium sales skills and identifying and developing future talent.
Lead by example during duty shifts, operational escalations and member interactions, modelling exceptional standards at all times.
Ensure operational and administrative excellence, including accurate membership administration, GDPR compliance, transparent reporting and full CRM accuracy.
Required Experience & Qualifications
Proven experience leading a high-performing commercial or sales team.
Strong commercial acumen with the ability to interpret financial results and drive profitability.
Strong people management and organisational skills, fostering a cohesive and high-performing team.
A passion for hospitality and customer experience, with unwavering dedication to service standards.
Excellent communication and interpersonal skills, with the ability to hold people accountable and drive performance.
Flexibility to work early mornings, evenings, weekends and holidays.
Benefits & Perks
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.
30 days (including bank holidays) annual leave, plus a Celebration Day – and we want you to take them.
Access to The Peoples Pension, with employer contributions at 3%.
Complimentary Virgin Active membership for you and a buddy, plus free membership for your children and access to Club V.
Discounts across Virgin Active, including guest passes and 50% off PT sessions.
Membership of Virgin Family, with communication across Virgin Group and discounts including Virgin Atlantic, Virgin Holidays and Virgin Media/O2.
20% off food and drink at KAUAI branches located in clubs.
Access to Salary Finance for loans, savings plans and personal finance support.
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