Commercial Director, Luxury Members & Wellness Club, London

Job Description

Commercial Director, Luxury Members & Wellness Club, London

On-site, London, Salary 65-75K + Bens + Bonus

Commercial Director, Luxury Members & Wellness Club

We are seeking an ambitious and experienced leader to oversee and manage a luxury members club, a lifestyle and wellness space, ensuring the highest standards of client engagement, operational compliance, team leadership, and revenue growth.

This role presents an exciting opportunity for a dynamic leader to shape and grow this business with the CEO, fostering a vibrant and engaged community while delivering exceptional experiences to members.

This position involves the overall management of the lifestyle space, including P&L responsibility, daily operations, staff and sales team leadership, and the strategic development of services to enhance the luxury club experience. A key focus will be attracting new clients, targeting high-net-worth (HNW) individuals and corporate memberships.

The ideal candidate will be responsible for streamlining operations, fostering key relationships to expand the club's reach, and driving membership growth. Prior experience in private membership clubs, luxury health clubs, and a well-established network of contacts in West London will be highly advantageous.

Key Responsibilities

• Lead an inclusive, safe, and client-focused team at the luxury lifestyle club.
• Develop and nurture a strong sense of community and belonging among members.
• Build and implement strategic initiatives to attract new memberships and expand the club’s luxury network.
• Manage the financial and business performance of the club, ensuring revenue growth and cost efficiency.
• Consistently uphold the highest standards of operational excellence.

Operational Excellence

Client Experience & Engagement

• Client First: Ensure every client receives an exceptional service experience from the moment they enter the club. Address feedback and concerns professionally and promptly.
• Client Engagement: Develop and execute engagement strategies, including loyalty programs, special events, and personalised communication. Foster a culture of client appreciation.
• Client Feedback: Regularly gather and analyse client feedback to enhance service offerings.
• Client Retention: Monitor satisfaction and retention rates, implementing targeted initiatives to strengthen client loyalty.
• Community Building: Organise events, foster relationships with local businesses and influential community figures, and enhance the club’s reputation within the luxury market.

Operational Management & Compliance

• Marketing: Collaborate with the marketing team to develop targeted strategies that attract and retain members.
• Daily Operations: Oversee all aspects of daily club management, including scheduling, equipment maintenance, and overall facility upkeep.
• Safety & Compliance: Ensure adherence to health and safety regulations, conduct regular audits, and promptly address any compliance issues.
• House Standards: Work closely with facilities and maintenance teams to uphold impeccable cleanliness and safety standards.

Team Leadership & Development

• Leadership & Training: Conduct regular team meetings, performance reviews, and coaching sessions to drive team motivation and excellence.
• Performance Management: Set clear goals, provide constructive feedback, and implement development plans for staff.
• Partnership Development: Establish collaborations with complementary luxury businesses and lifestyle brands.

Financial & Business Performance

• Revenue Growth: Implement marketing and sales strategies, including new class offerings, membership packages, and premium services.
• P&L Management: Oversee financial performance, monitor expenses, and implement cost-saving initiatives where appropriate.
• Reporting & Strategic Action: Analyse performance data, celebrate successes, and take proactive steps to improve underperforming areas.

Essential Skills & Experience

• Proven experience in a senior managerial role within luxury hospitality, retail, fitness, wellness, or any high-end, client-facing industry.
• Strong leadership, organisational, and interpersonal skills, with a track record of successful team management.
• Solid financial acumen, including experience managing P&L, driving revenue, and controlling costs.
• Exceptional customer service skills, with the ability to adapt, remain client-focused, and maintain composure under pressure.
• Excellent communication skills, both verbal and written, with the ability to engage and connect with diverse audiences.

Essential Knowledge & Qualifications

• Strong understanding of luxury clientele, HNW clients, and business development strategies to attract new members.
• Minimum of 6+ years of experience in luxury membership clubs, hospitality, or health clubs.
• Knowledge and appreciation of health, wellness, and fitness trends.
• Expertise in operational leadership and best practices for managing a luxury client-facing business.