Commercial Manager

The Commercial Manager will join Virgin Activ's Acquisition team, playing a key part in the club's commercial performance. The role is accountable for driving membership growth, revenue and profitability through a premium, customer-focused sales strategy. The postholder will inspire and develop a high-performing team, optimise the member journey from first enquiry to long-term retention, and use data-driven insights to deliver exceptional commercial results and member experiences.

• 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.

• 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.

• 12-month fixed-term contract
• 40 hours per week

• 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 the ability to take advantage of Club V.
• Discounts across Virgin Active, including guest passes and 50% off PT sessions.
• Membership of Virgin Family, with communication with colleagues 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.