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 fro...