Senior Member Experience Manager
Job Description
Description
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Landmark Club, a member company of OTT Financial Group, is a family club located in the heart of downtown Toronto crafted by world-renowned design firms KPF, Pelli Clarke & Partners and Chambers. Nestled in one of Toronto’s most prestigious and affluent neighborhoods, the Club is uniquely positioned amidst over 2,000 acres of urban parkland and luxury residential communities.
We are seeking a dynamic Senior Member Experience Manager to lead the full membership lifecycle: from seamless onboarding and personalized engagement, through renewal and advocacy. You will own strategy, operations, and community‑building programs tailored to our predominantly Mandarin‑speaking clientele and their families. The ideal candidate combines leadership, cultural fluency, analytical insight, and a passion for delivering impeccable service.
What’s In It For You
- Salary: $75,000 – $100,000
- Annual performance bonuses
- Extended Health, Dental, and Vision Benefits
- Life and Disability Insurance
- Vacation Leave
- Centrally located modern and spacious offices close to Eglinton and Leslie
- Regular Company Social Events
- Learning and Professional Development Support
- Free club access
- Be part of a unique family club project from inception.
- Work with elite clientele and grow a career in luxury hospitality.
- Tremendous opportunities for Growth and Development
How You Will Contribute
- Member Services
- Lead personalized services for high-net-worth members and families.
- Handle VIP needs, escalations, and satisfaction monitoring.
- Plan and execute member events (e.g., Christmas parties, weekend family sports days, educational seminars) to drive participation
- Coordinate interdepartmental processes including bookings, events, and facility use.
- Operational Standards
- Design and implement hospitality SOPs, service flowcharts, and feedback systems.
- Establish reception protocols and staff training aligned with international standards.
- Contribute to development of tiered membership service privileges.
- Staff Management
- Recruit, train, and coach a Member Experience team, setting clear performance goals and fostering a culture of excellence.
- Supervise and coach front-desk, concierge, and member service staff.
- Foster a culture of “Hospitality Excellence” across all touchpoints.
- Club Opening Preparation
- Develop and implement a member journey, mapping all touchpoints from inquiry to renewal.
- Participate in pre-opening mock run-throughs and service flow tests.
- Coordinate VIP reception and founder member experience design with sales & marketing.
- Provide CRM system feature suggestions and integration support.
Required
What you bring to the table:
- 5+ years experience in hotel, luxury club, private residence, or concierge service management.
- Bachelor’s degree in Hospitality, Business Administration, Communications, or related field.
- Expertise in high-end client service, escalation handling, and multitasking.
- Excellent communication skills (English & Mandarin preferred)
- Strong leadership skills.
- Creative mindset with a passion for crafting memorable, family‑oriented experiences.
- Available for flexible scheduling including weekends and holidays.
Preferred
- Experience in golf clubs, family clubs, wellness residences
- Familiarity with CRM systems like Salesforce, Jonas Club, etc.
- Multilingual and international client exposure
Visit our Careers – OTT Financial Group and apply now.
OTT Financial Group is committed to fostering an inclusive and accessible environment where all employees feel valued and respected, and where every employee can realize their potential. We are committed to providing reasonable accommodation, if required, and will work with you to meet your needs. We appreciate all applicants for their interest; however, only those candidates selected for an interview will be contacted.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Business Development and Sales
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Company
OTT Financial Group
Location
Toronto
Country
Canada
Salary
100.000
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