Eva “Pickles” Nganga

Member Journey Host

Talent

LondonMember since September 19, 2026

Member EngagementCustomer Experience StrategyDigital Marketing & Content CreationData Analysis & InsightsEvent Coordination & DeliveryCross-functional CollaborationEmotional IntelligenceLeadership

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Member EngagementCustomer Experience StrategyDigital Marketing & Content CreationData Analysis & InsightsEvent Coordination & Delivery

About

Member experience professional with a strong foundation in sports management and digital creative media, currently completing an MSc at Loughborough University London. Proven track record building meaningful member connections, driving retention through personalised experiences, and leveraging digital strategy to enhance customer satisfaction. Skilled at coordinating cross-team initiatives, gathering actionable insights from data, and creating compelling experiences that build loyalty in the sports and wellness sector.

Experience

Member Journey Host at Virgin Active UK (2026-05 – Present)

Build meaningful, personalised member connections that drive engagement and retention across the full member journey; proactively re-engage at-risk members through tailored outreach and wellness activities.
Act as member concierge, connecting members to PTs, group exercise, and community events; recognise member milestones with creative moments that build loyalty and contribute insights in daily Service Huddles.

Experience Consultant at Virgin Active UK (2026-01 – 2026-04)

Drove member sales and engagement through consultative, member-first conversations and experience-led consultancy.

Duty Manager at Virgin Active UK (2024-03 – 2026-07)

Oversaw daily club operations, opening/closing procedures, and staffing coverage across all departments; managed member feedback and escalations whilst maintaining brand and cleanliness standards.
Led emergency response and health and safety protocols, demonstrating ability to thrive in fast-paced, dynamic environments whilst supporting cross-functional teams.

Talent Development Officer at Kenya Academy of Sports (2021-08 – 2021-12)

Coordinated athlete talent development, mentorship and sponsorship programmes; analysed training data to inform strategy and communicated insights to stakeholders across the sports sector.

Assistant & Social Media Manager at Essa Beauty Shop (2019-07 – 2021-07)

Produced product photography and social media content to strengthen digital marketing and brand presence; coordinated customer-facing activities.