The posting
The Virgin Way
At Virgin Active, our people are our special sauce. We create experiences that members remember — and that starts with you. In this role, you bring energy, ownership and personality to every interaction. You take pride in what you do, support your team, and play your part in delivering a club experience that feels premium, welcoming and consistent — every member, every time.
The impact you’ll make
You are on the frontline of the member experience. You show up, take ownership and deliver your role to a high standard — supporting your team, your manager and your club to perform at its best.
What success looks like
Success in this role comes from showing up consistently across five key pillars:
1. People Contribution
You contribute to a positive, high-performing team.
Key accountabilities include:
Show up with a positive attitude and strong work ethic
Take accountability for your role and responsibilities
Support your teammates and contribute to a strong team culture
Be open to feedback and continuously improve
Communicate clearly and respectfully
Actively contribute to a safe and respectful workplace, free from bullying, harassment and discrimination
2. Commercial Awareness
You understand how your role impacts club performance.
Key accountabilities include:
Deliver your role in a way that supports revenue and retention
Promote products, services or experiences where appropriate
Work efficiently and productively during your shift
Understand how your actions contribute to club success
3. Operational Excellence
You deliver your role safely, consistently and to standard.
Key accountabilities include:
Follow all club processes, systems and safety requirements
Complete tasks accurately and on time
Maintain a clean, safe and well-presented environment
Be reliable, organised and prepared for your shift
Raise issues early and take action where appropriate
4. Service Excellence
You deliver a premium member experience, every time.
Key accountabilities include:
Create welcoming, friendly and professional interactions with members
Be proactive in helping members and solving problems
Respond positively to feedback and service opportunities
Role model great service behaviours
Contribute to a seamless member journey across the club
5. Functional Excellence — Sales
You deliver your specific sales responsibilities to a high standard, driving commercial performance through consistent execution, strong product knowledge and effective sales techniques.
Key accountabilities include:
Execute all stages of the sales journey, from lead generation through to conversion and onboarding
Consistently achieve individual and team sales targets, including memberships and ancillary products
Demonstrate deep product knowledge across memberships, services and offers, confidently tailoring solutions to member needs
Apply effective sales techniques, including needs discovery, objection handling and closing, to maximise conversion
Proactively generate leads through both in-club and out-of-club engagement, including local area outreach, partnerships and community activation
Represent the brand externally, building awareness and generating interest through events, activations and networking opportunities
Deliver engaging and personalised tours that reflect the Virgin Active brand and value proposition
Actively promote current campaigns, offers and promotions to drive sales outcomes
Maintain accurate and up-to-date records in CRM systems, ensuring all interactions are logged
Follow structured sales processes, scripts and cadence to maximise conversion and consistency
Actively follow up leads and enquiries, ensuring no opportunity is missed
Support membership retention through strong handovers and ongoing relationship building
Collaborate with club teams to ensure a seamless member experience from first contact onward
Take ownership of your sales pipeline, managing priorities and performance end-to-end
To land this gig… and your ongoing mindset
You have >1 year of relevant experience and flexibility to work a non-traditional schedule.
You have aligned experience. You know what it’s like to work with a high-profile consumer brand and thrive on exceeding sales targets and delivering strong commercial outcomes. You bring confidence in applying sales techniques, building relationships and creating demand both in and out of club. Experience in the fitness, health or lifestyle industry is a bonus — A+ for you.
You’re pure heart. You show up with care, kindness and respect. You treat members and teammates well, stay calm under pressure and help create a positive environment for everyone around you.
You see the big picture. You understand that every interaction matters. You know your role plays a part in the overall club experience and you take pride in getting the small things right.
You expect growth. You’re open to learning, improving and trying new things. You take feedback on board and look for ways to get better every shift.
You value people. You support your teammates, build positive relationships and contribute to a culture where people feel included, respected and motivated.
You take ownership. You don’t wait to be asked. You step in, follow through and take responsibility for your role, your tasks and the member experience.
You don’t shy away from tough conversations. You communicate openly and respectfully. If something isn’t right, you raise it early and work towards a solution.
Measures of success
Employee Experience – You contribute to a positive, supportive and high-performing team environment
Member Experience – Members feel welcomed, supported and valued in every interaction
[Function] Excellence – You consistently deliver your role to the expected standard
What we offer you
Join one of the world’s most iconic and purpose-led brands, changing people’s lives for the better through wellness.
Be part of a culture that champions wellbeing, inclusion and growth, where people are encouraged to bring their whole selves to work.
Competitive performance incentives and a seat at the leadership table, giving you real influence, not just responsibility.
Complimentary club membership for you and a workout buddy, so you can live the lifestyle you promote.
Discounted personal training and wellbeing services to support your own health journey. Exclusive perks and discounts with our retail and lifestyle partners.
Flexible working options that support real work–life balance, because life doesn’t stop when you clock on.
Paid parental leave, so you can focus on what matters most when welcoming your new little human.
Ongoing personal and professional development, with learning pathways that help you grow your career, not just your role.
24/7 confidential wellbeing support through our Employee Assistance Program.
A workplace built around movement and wellbeing, where energy and community are part of your everyday.
A fun, human culture – we believe great results come from great energy, connection and smiles, not just spreadsheets.
Ready for a career r/evolution?
Life’s too short for boring jobs. If you’re driven by people, performance and purpose, this is where you belong.
