Director of Member Experience & Operations at Heimat

Los Angeles, California, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Aug, 26

Salary

115000.0

Posted On

15 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Luxury Hospitality Management, Operational Leadership, Member Relations, Event Programming, Service Recovery, Budget Management, Cross-functional Coordination, Staff Development, VIP Client Relations, Labor Planning, CRM Systems, POS Systems

Industry

Graphic Design

Description

The Director of Member Experience & Operations serves as a senior operational leader responsible for overseeing the day-to-day execution of member experience, hospitality operations, and member programming throughout HEIMAT Los Angeles. Acting as the primary operational partner to the Managing Director, this role ensures all member-facing departments deliver a seamless, elevated, and hospitality-driven experience aligned with the HEIMAT brand. This position oversees member experience initiatives, club operations, event programming, and cross-functional operational coordination to support member engagement, retention, service excellence, and overall club performance. The role works in close partnership with Marketing, Food & Beverage, Facilities, Fitness, Spa, and Membership leadership teams to drive operational alignment, communication, and consistency across the club. Additionally, this role serves as a key operational leadership position within HEIMAT Los Angeles and provides direct oversight of the Assistant Club Manager, Membership Operations Manager, Duty Managers, Membership Advisors and Events Coordinators and/or Event Support Team Members. The ideal candidate brings strong leadership, operational discipline, hospitality expertise, and the ability to cultivate meaningful relationships within a luxury lifestyle environment. · Lead and oversee the overall member experience throughout all operational touchpoints within the club. · Act as a senior escalation point for member relations, service recovery, operational concerns, and hospitality-related matters. · Oversee the day-to-day operational flow of the club, ensuring consistency in presentation, cleanliness, communication, and service standards. · Monitor member satisfaction and ensure a consistently evolving world-class member experience aligned with the HEIMAT brand values. · Partner cross-functionally with Membership, Fitness, Spa, Food & Beverage, Marketing, and Facilities teams to ensure seamless club operations and member engagement. · Develop and implement hospitality-driven service standards, operational procedures, and member engagement initiatives. · Support operational audits, inspections, and walkthroughs to ensure all areas of the club meet luxury hospitality standards. · Oversee all member-facing events, member programming, activations, and private events to ensure execution to company standards. · Manage the club’s event calendar and coordinate interdepartmental communication and operational planning related to events and programming. · Create, update, and maintain event documentation, production timelines, and operational communication plans. · Develop relationships with local partners, vendors, wellness professionals, entertainment partners, and community stakeholders to support club programming and member engagement initiatives. · Collaborate with Marketing to support club activations, partnerships, social engagement initiatives, and member communications. · Assist in operational labor planning, departmental expense management, and budget accountability related to member experience, events, and club operations. · Assist in overseeing event budgets, vendor negotiations, and operational costs while maximizing member engagement and revenue opportunities where applicable. · Lead, coach, and develop member-facing operational teams while fostering a culture of accountability, professionalism, and hospitality excellence. · Assist with recruiting, onboarding, scheduling, training, and performance management initiatives related to member-facing departments. · Maintain a strong understanding of the competitive luxury hospitality, wellness, and private club landscape within the Los Angeles market. · Serve as a visible leader within the club, actively engaging with members, guests, team members, and operational partners. · Support the Managing Director as a strategic operational leader within the club leadership team. · Any other tasks and/or duties as assigned by the Managing Director or Support Center Team. Qualifications · Minimum of 7 years of leadership experience within luxury hospitality, lifestyle, wellness, hotel, private club, or member-driven environments. · Proven operational leadership experience managing high-volume guest or member experience environments. · Strong background in hospitality operations, member relations, event programming, and cross-functional team leadership. · Experience working with VIP clientele and luxury service standards preferred. · Strong business and financial acumen, including budgeting, labor management, scheduling, and operational planning. · Exceptional communication, interpersonal, organization, and service recovery skills. · Ability to multitask, prioritize, and maintain professionalism within a fast-paced and highly dynamic environment. · Ability to take initiative independently while collaborating effectively across departments. · Demonstrated ability to exercise independent judgment and make operational decisions within a fast-paced luxury hospitality environment. · Experience with POS systems, CRM systems, scheduling software, payroll systems, and operational platforms preferred. · Must be flexible and able to work a variety of shifts, including days, nights, weekends, holidays, and club events. · Natural leader that is organized, structured, hospitality-driven, and solutions-oriented. · Passion for hospitality, wellness, culture, and luxury member experiences. ADDITIONAL REQUIREMENTS: · Must be able to stand and walk for extended periods throughout the club and event spaces. · Must be able to occasionally lift and move items up to 25 pounds. · Must be able to navigate stairs and multiple operational areas throughout the property. · Occasionally kneel, bend, crouch, and climb as required. Compensation: $110,000 - $115,000 annual salary

Responsibilities

Oversee day-to-day member experience, hospitality operations, and event programming to ensure a seamless luxury experience. Lead member-facing teams and collaborate cross-functionally to drive member engagement and operational excellence.