VP Client Experience

1. ROLE OVERVIEW The role acts as a partner to founders and is responsible for owning the end-to-end client experience strategy across all Koti Wellness locations. This role recognizes culture as the primary lever of client experience and combines strategic leadership, operational excellence, and team development to ensure every guest feels deeply cared for and connected to Koti's social wellness mission. The VP Client Experience leads the front-of-house team, manages Assistant General Managers, and creates systems that enable consistent, elevated service across Roma Norte, Condesa, and Lomas de Chapultepec locations, with responsibility for scaling these standards as Koti expands. The role acts as a custodian of Koti's service philosophy, values, and behavioral standards and has accountability for how the organization shows up to clients, not just what happens at the front desk - hospitality as an organizational capability and not a department. 2. SKILLS AND COMPETENCIES Exceptional leadership and people management Deep understanding of hospitality and service excellence Strong operational planning and systems thinking Ability to lead through complexity and growth High emotional intelligence and empathy Balances experience, culture, and commercial outcomes Excellent communication skills in Spanish and English Leadership development and talent pipeline building Proactive problem-solving mindset Professionalism and passion for wellness hospitality Ambition and desire for growth with the company 3. KEY RESPONSIBILITIES Client Experience Strategy & Governance Define and evolve Koti's Client Experience Principles Establish enterprise-wide experience standards and decision frameworks Lead and inspire the front-of-house team to deliver exceptional, consistent service Ensure daily operations meet the highest standards of cleanliness, ambience, and flow Monitor and respond to client feedback proactively Handle service recovery and resolve client concerns with grace and professionalism Ensure spaces are always ready and welcoming Develop and implement strategies for membership growth and revenue optimization Culture & Team Development Develop Assistant GMs as culture carriers, not just managers Directly manage and mentor Assistant General Managers Oversee host team scheduling, training, and performance Train and coach front-of-house staff on tone, language, and presence Create and implement comprehensive training programs and service playbooks (onboarding, rituals, language, and symbols that reinforce values) Conduct regular team meetings and one-on-ones to support staff development Build culture of excellence, accountability, and continuous improvement Partner with founders on leadership tone, presence, and expectations Organizational Systems & Enablement Develop and maintain standard operating procedures across all locations Manage scheduling systems to ensure optimal coverage across 14.5-hour daily operations Coordinate with Head of Operations on facility maintenance and operational standards Maintain deep knowledge of all Koti offerings to support upsells and membership conversion Handle front-of-house client communications and relationship management Conduct regular site visits and audits to ensure consistency across locations Design systems that support human presence, not just efficiency Executive & Strategic Partnership Act as strategic advisor to co-founders on growth, brand, and experience Represent client perspective in expansion, pricing, and programming Collaborate with Programming Lead on special events and private bookings Work with co-founders and Leadership Team to oversee new location openings Identify opportunities for service improvements and revenue growth, including growth initiatives from a relationship, membership and loyalty lens Contribute to expansion planning and standardization of hospitality systems Develop scalable hospitality frameworks for future locations in Polanco and Roma Norte 4. KEY DELIVERABLES & MEETINGS Weekly Leadership team meeting with co-founders andadvisors Host team meetings at each location Review of client feedback and service metrics Biweekly One-on-ones with Assistant General Managers Service standards audit reports Monthly Hospitality performance report (NPS, membership conversion, service metrics) Team development and training summary Strategic planning session with co-founders Ongoing Service playbook updates and refinements Real-time client concern resolution Staff coaching and development Quarterly Client Experience & Culture Review (insights + implications)5. SUCCESS METRICS Net Promoter Score (NPS) and client satisfaction ratings Membership conversion rate and retention Service audit scores across locations Team retention and development Response time and resolution quality for client concerns Consistency of standards across all locations Successful opening of new locations with established service standards Team engagement Consistency of leadership behaviours across locations Speed of cultural integration in new locations Reduction in experience issues caused by internal friction