Membership Manager

Virgin Active Australia • 567 Collins St, Melbourne VIC 3000, Australia • 5d ago

Join an iconic brand built on a human touch with a playful side
Permanent full-time gig at Collins Street, Melbourne with state-of-the-art facilities
Free gym membership, discounted PT + more benefits

There's never been a better time to join Virgin Active! We have the best talent, doing the best work of their lives with meaning. Our continuous focus on inspiring people to live an active life is what unites us and sets us apart in our vision to be the world's most loved exercise brand.

We are part of the Virgin group of companies worldwide and launched our Australian business in 2008 with one club, five studios and a dedicated team of just 50 people. Today, we have a team of nearly 1,000 people and we're building a collection of iconic locations in Sydney and Melbourne.

Located just steps from the Collins/King Tram stop, or Southern Cross Station, our spacious 4,397 sqm Collins Street club is your go-to location for work, rest, and play. Inside you'll find 7 group exercise studios for classes including Reformer Pilates, Grid Training (HIIT), Yoga, Cycle, Barre (and more), a large open gym with Technogym equipment, a sparkling 25m swimming pool, spa & sauna, indoor climbing wall and sleep pods. We've also catered for your post-workout-self, with luxury changeroom amenities including Dyson Supersonic™ hairdryers, ghd® straighteners and Apelles products. It's the experience your workout deserves.

All about the gig:

Reporting to the Club General Manager this role balances leadership across five key pillars: People leadership, Commercial leadership, Operational leadership, Service leadership and Functional leadership.

In a nutshell:

You'll lead, coach and develop your team through regular feedback, performance conversations and structured development plans.
You'll create a positive, inclusive and safe team culture aligned with Virgin Active values.
You'll recruit, onboard and retain top talent for your department as well as manage performance issues promptly, fairly, consistently and in line with policy.
You'll drive revenue, retention and key commercial KPIs relevant to your function and support cross-department collaboration to achieve overall club targets.
You'll deliver club systems, processes and brand standards consistently across your department.
You'll act as Manager on Duty and First Aid Officer when required, providing calm leadership during incidents.
You'll identify performance risks early and take action to prevent disruption.
You'll ensure your team delivers warm, welcoming and professional interactions with members.
You'll respond effectively to feedback, complaints and service recovery opportunities.
You'll role model service behaviours and set the tone for the club experience.
You'll lead the club’s sales rhythm, ensuring daily activity, follow-up and conversion behaviours are structured, tracked and consistently executed
You'll coach the Experience team in lead handling, appointment setting, presentations and closing techniques to lift confidence, consistency and conversion performance.
You'll own and uphold new member conversion standards, ensuring the sign-up process is seamless, welcoming and sets members up for strong engagement from day one.
You'll monitor sales performance against targets, identifying trends, gaps and opportunities, and translating insights into clear corrective actions.

About you:

You're warm, honest and genuine with 3–5 years’ experience in a target-driven sales environment, ideally within fitness, hospitality, retail or membership-based businesses, with a proven track record of achieving results.
You’re pure heart. You lead with authenticity, care and integrity. You show up with empathy and fairness, and create an environment where people feel safe, supported and inspired to give their best.You get a kick out of creating unexpected experiences which make people go wow!
You see the big picture. You understand how your role connects to the wider club and business goals. You think strategically, make informed decisions and help your team understand the purpose behind their work.
You don’t shy away from tough conversations. You communicate clearly and respectfully, even when it’s uncomfortable. You address issues early, give honest feedback and use challenges as opportunities for growth.
You have the flexibility to work a non-traditional schedule and may also have some hospitality qualifications. A+ for you