Senior Member Experience Manager

OTT Financial Group; Toronto; On-site; CAD 75,000 - 100,000; Full time

Job summary

A luxury membership club in downtown Toronto is seeking a Senior Member Experience Manager to oversee the full membership lifecycle. The ideal candidate will lead personalized services for high-net-worth families and ensure operational excellence. With 5+ years in luxury service and a Bachelor's in Hospitality, you will be pivotal in creating memorable experiences. Competitive salary and benefits offered.

Benefits

Salary: $75,000 - $100,000

Annual performance bonuses

Extended Health, Dental, and Vision Benefits

Life and Disability Insurance

Vacation Leave

Regular Company Social Events

Free club access

Learning and Professional Development Support

Tremendous opportunities for Growth and Development

Qualifications

• 5+ years experience in hotel, luxury club, or concierge service management.
• Strong leadership skills.
• Available for flexible scheduling including weekends and holidays.

Responsibilities

• Lead personalized services for high-net-worth members and families.
• Design and implement hospitality SOPs and feedback systems.
• Recruit, train, and coach a Member Experience team.

Skills

High-end client service

Multitasking

Leadership

Communication skills

Education

Bachelor’s degree in Hospitality or related field

Tools

CRM systems

Job description

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.

What you bring to the table:

Required:

• 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’ page 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.