VP Client Experience

1. ROLE OVERVIEWThe role acts as a partner to founders and is responsible for owning the end-to-endclient experience strategy across all Koti Wellness locations. This role recognizesculture as the primary lever of client experience and combines strategic leadership,operational excellence, and team development to ensure every guest feels deeplycared for and connected to Koti's social wellness mission. The VP Client Experienceleads the front-of-house team, manages Assistant General Managers, and createssystems that enable consistent, elevated service across Roma Norte, Condesa, andLomas de Chapultepec locations, with responsibility for scaling these standards asKoti expands.The role acts as a custodian of Koti's service philosophy, values, and behavioralstandards and has accountability for how the organization shows up to clients, notjust what happens at the front desk - hospitality as anorganizational capabilityandnot a department.2. SKILLS AND COMPETENCIESExceptional leadership and people managementDeep understanding of hospitality and service excellenceStrong operational planning and systems thinkingAbility to lead through complexity and growthHigh emotional intelligence and empathyBalances experience, culture, and commercial outcomesExcellent communication skills in Spanish and EnglishLeadership development and talent pipeline buildingProactive problem-solving mindsetProfessionalism and passion for wellness hospitalityAmbition and desire for growth with the company3. KEY RESPONSIBILITIESClient Experience Strategy & GovernanceDefine and evolve Koti's Client Experience PrinciplesEstablish enterprise-wide experience standards and decision frameworksLead and inspire the front-of-house team to deliver exceptional, consistentserviceEnsure daily operations meet the highest standards of cleanliness, ambience,and flowMonitor and respond to client feedback proactivelyHandle service recovery and resolve client concerns with grace andprofessionalismEnsure spaces are always ready and welcomingDevelop and implement strategies for membership growth and revenueoptimizationCulture & Team DevelopmentDevelop Assistant GMs as culture carriers, not just managersDirectly manage and mentor Assistant General ManagersOversee host team scheduling, training, and performanceTrain and coach front-of-house staff on tone, language, and presenceCreate and implement comprehensive training programs and serviceplaybooks (onboarding, rituals, language, and symbols that reinforce values)Conduct regular team meetings and one-on-ones to support staffdevelopmentBuild culture of excellence, accountability, and continuous improvementPartner with founders on leadership tone, presence, and expectationsOrganizational Systems & EnablementDevelop and maintain standard operating procedures across all locationsManage scheduling systems to ensure optimal coverage across 14.5-hourdaily operationsCoordinate with Head of Operations on facility maintenance and operationalstandardsMaintain deep knowledge of all Koti offerings to support upsells andmembership conversionHandle front-of-house client communications and relationship managementConduct regular site visits and audits to ensure consistency across locationsDesign systems thatsupport human presence, not just efficiencyExecutive & Strategic PartnershipAct as strategic advisor to co-founders on growth, brand, and experienceRepresent client perspective in expansion, pricing, and programmingCollaborate with Programming Lead on special events and private bookingsWork with co-founders and Leadership Team to oversee new locationopeningsIdentify opportunities for service improvements and revenue growth, includinggrowth initiatives from a relationship, membership and loyalty lensContribute to expansion planning and standardization of hospitality systemsDevelop scalable hospitality frameworks for future locations in Polanco and Roma Norte4. KEY DELIVERABLES & MEETINGSWeeklyLeadership team meeting with co-founders andadvisorsHost team meetings at each locationReview of client feedback and service metricsBiweeklyOne-on-ones with Assistant General ManagersService standards audit reportsMonthlyHospitality performance report (NPS, membership conversion, service metrics)Team development and training summaryStrategic planning session with co-foundersOngoingService playbook updates and refinementsReal-time client concern resolutionStaff coaching and developmentQuarterlyClient Experience & Culture Review (insights + implications)5. SUCCESS METRICSNet Promoter Score (NPS) and client satisfaction ratingsMembership conversion rate and retentionService audit scores across locationsTeam retention and developmentResponse time and resolution quality for client concernsConsistency of standards across all locationsSuccessful opening of new locations with established service standardsTeam engagementConsistency of leadership behaviours across locationsSpeed of cultural integration in new locationsReduction in experience issues caused by internal friction