Sales - Membership Manager at Virgin Active… · Sydney

The Virgin way

At Virgin Active, our people are our special sauce. We believe great teams create unforgettable member experiences — and that starts with a culture where energy, ownership and individuality are celebrated. You’ll join a team known for pushing boundaries, elevating standards and bringing personality into everything we do. We expect a lot — and in return, we invest in your growth, support your leadership journey and give you the freedom to make an impact. This is a place for people who want to grow, lead and contribute to something bigger than themselves — while having a bit of fun along the way.

The impact you’ll make

As a Head of Department, you don’t just run a function — you lift it. You serve your people so they can serve your members — and when both thrive, results follow naturally. You build strong teams, shape culture, and drive performance in a way that strengthens the entire club experience. Your leadership ensures standards are upheld, people are supported, and members feel the difference every day.

What success looks like

Success in this role comes from balancing leadership across five key pillars:

1. People Leadership
You are accountable for building a high-performing, engaged and capable team.
Key accountabilities include:
• Lead, coach and develop your team through regular feedback, performance conversations and structured development plans.
• Create a positive, inclusive and safe team culture aligned with Virgin Active values.
• Ensure clear role expectations, accountability and ownership across the team.
• Recruit, onboard and retain top talent for your department.
• Manage performance issues promptly, fairly, consistently and in line with policy.
• Create fair and transparent rosters that balance business needs with team wellbeing and engagement.
• Role model professionalism, integrity and strong leadership behaviours at all times.

2. Commercial Leadership
You are responsible for contributing to the club’s commercial success through your department’s performance.
Key accountabilities include:
• Drive revenue, retention and key commercial KPIs relevant to your function.
• Translate budgets and targets into clear team priorities and actions.
• Use data and insights to identify opportunities for growth and improvement.
• Ensure your team understands how their role impacts financial performance.
• Plan and manage rosters, productivity and labour spend to achieve budget outcomes.
• Use data to forecast staffing requirements and improve efficiency.
• Support cross-department collaboration to achieve overall club targets.

3. Operational Leadership
You ensure your department operates efficiently, safely and consistently.
Key accountabilities include:
• Deliver club systems, processes and brand standards consistently across your department.
• Maintain a safe, compliant and well-run operating environment.
• Act as Manager on Duty and First Aid Officer when required, providing calm leadership during incidents.
• Take responsibility for the secure opening and closing of the club.
• Maintain accurate operational records and workforce documentation.
• Identify performance risks early and take action to prevent disruption.
• Continuously improve how your department operates.
• Keep your department organised, prepared and performing at a high standard.
• Work flexibly across the club’s seven-day trading hours to support members when they’re in the club.

4. Service Leadership
You lead the delivery of a premium, consistent and engaging member experience.
Key accountabilities include:
• Champion exceptional service standards across your department.
• Ensure your team delivers warm, welcoming and professional interactions with members.
• Respond effectively to feedback, complaints and service recovery opportunities.
• Role model service behaviours and set the tone for the club experience.
• Partner with other departments to create a seamless member journey.
• Embed a culture of accountability for member satisfaction and experience.

5. Functional Leadership — Membership Sales
You are accountable for the stewardship of the club’s membership sales function, ensuring disciplined pipeline management, consistent conversion standards and proactive growth activity are embedded in daily operations to achieve sustainable sales performance.
Key accountabilities include:
• Lead the club’s sales rhythm, ensuring daily activity, follow-up and conversion behaviours are structured, tracked and consistently executed.
• Maintain strong pipeline visibility, ensuring leads are actively managed from enquiry through to join, with clear accountability for outcomes.
• Coach the Experience team in lead handling, appointment setting, presentations and closing techniques to lift confidence, consistency and conversion performance.
• 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.
• Monitor sales performance against targets, identifying trends, gaps and opportunities, and translating insights into clear corrective actions.
• Drive disciplined follow-up practices to maximise lead-to-appointment and appointment-to-join outcomes.
• Develop and maintain corporate relationships, coordinating proposals and presentations to support business growth.
• Drive ancillary revenue opportunities by partnering with Product and Service teams to promote Club V, Learn to Swim and Personal Training pathways as part of the member journey.
• Maintain disciplined oversight of member administration processes — including cancellations, reconciliations and banking workflows — supporting accuracy, trust and operational consistency.
• Collaborate with the HOD team to align sales strategies with broader club commercial priorities.
• Maintain accurate sales reporting and documentation to support forecasting, performance reviews and accountability.
• Identify and implement continuous improvements that strengthen sales efficiency, conversion and member acquisition outcomes.
• Promote responsible use of sales resources and ensure activity levels support sustainable growth.

To land this gig… and your ongoing mindset

• Minimum 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 have aligned experience. You bring hands-on experience managing pipelines, converting opportunities and coaching others to lift sales performance while delivering a strong member experience.
• 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 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 expect growth. You set high standards for yourself and others. You seek continuous improvement, challenge the status quo and drive performance, capability and results forward.
• You value people.You invest in your team’s development and wellbeing. You recognise contribution, build trust and create a culture of inclusion, collaboration and accountability.
• You take ownership. You step up, follow through and take responsibility for outcomes. You don’t wait for direction — you act with intent and lead from the front.
• 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.
Measures of success

• Employee Experience – A highly engaged, inclusive and high-performing team environment is evident through strong retention, positive team sentiment and consistent leadership behaviours.
• Member Experience – Members consistently experience premium, welcoming service standards, reflected in positive feedback, satisfaction and strong engagement with the club.
• Financial Performance – Productivity and commercial targets are achieved through effective planning, disciplined cost management and accountability for results.

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.

Sound like your perfect fit? Apply now