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 l...