About LERÉI
LERÉI is a private, members-only wellness residence exclusively for women, located in the heart of Knightsbridge. Created for a discerning global membership, LERÉI brings together movement, beauty, longevity, recovery and wellbeing within one seamless experience.
With a capped membership and a highly personalised, concierge-led approach, LERÉI operates with an unwavering commitment to exceptional service, discretion, privacy and operational excellence.
The Role
LERÉI is seeking an exceptional Operations & Member Relations Manager to oversee the daily operation of the residence while delivering an outstanding experience throughout every stage of the member journey.
This is a senior, hands-on and highly visible position within the founding team. You will act as the central point of coordination across members, concierge, movement studios, treatment rooms, practitioners, suppliers and the leadership team.
You will ensure the residence operates seamlessly each day, while attracting prospective members, nurturing existing relationships and supporting membership growth and retention. The successful candidate will combine strong operational and commercial ability with the warmth, discretion and emotional intelligence required to build trusted relationships with members.
Key Responsibilities
Daily Operations and Service Excellence
- Oversee the daily operation of the residence, including concierge, movement studios, treatment rooms, hydrothermal facilities and member spaces.
- Ensure the residence is fully prepared across environment, ambience, staffing, equipment and systems.
- Coordinate teams and practitioners to deliver a seamless and highly personalised member experience.
- Lead from the floor, maintaining a visible presence and setting the standard for service delivery.
- Design, implement and continuously improve operational procedures, service standards and workflows.
- Manage capacity, bookings, schedules and member flow to maximise utilisation without compromising the experience.
- Identify and resolve operational issues quickly, calmly and professionally.
- Support launch readiness, service rehearsals, operational testing and continuous improvement.
Membership Sales and Enquiries
- Respond to membership enquiries promptly, professionally and personally.
- Conduct private tours and consultations for prospective members.
- Manage the complete membership journey from initial enquiry through to application, onboarding and ongoing engagement.
- Build and maintain a well-managed membership pipeline.
- Work towards agreed membership targets through a consultative, relationship-led approach.
- Follow up prospective members thoughtfully and consistently.
- Ensure all membership records and administration are completed accurately and confidentially.
- Represent LERÉI to the highest standard throughout every prospective-member interaction.
Member Relationships and Retention
- Build meaningful, long-term relationships with members.
- Develop a deep understanding of individual preferences, routines, goals and service history.
- Use member insight to create thoughtful, personalised experiences across the residence.
- Identify opportunities to improve member engagement, satisfaction and retention.
- Coordinate special touches, curated experiences and member events.
- Act as the main escalation point for member concerns, resolving issues with discretion, speed and sensitivity.
- Encourage member advocacy and referrals while protecting the exclusivity of the community.
CRM, Data and Systems
- Own the CRM and ensure it remains the central source of accurate member information.
- Maintain detailed records of member preferences, interactions, bookings, service history and feedback.
- Manage booking, scheduling and operational systems.
- Use data to support personalised communication, retention and commercial decision-making.
- Monitor and report on membership enquiries, conversions, retention, utilisation and member spend.
- Maintain the highest standards of confidentiality and data accuracy.
Commercial Performance
- Support membership growth, retention and revenue performance.
- Identify appropriate opportunities to introduce members to relevant treatments, services and experiences.
- Monitor utilisation across studios, treatment rooms and other services.
- Provide the Founder with clear updates on operational and membership performance.
- Support decisions relating to capacity, programming, member experience and service development.
- Balance commercial objectives with the discretion and relationship-led approach expected at LERÉI.
Team Leadership and Collaboration
- Support the recruitment, onboarding, training and development of a high-performing team.
- Establish and uphold LERÉI's service standards and expected behaviours.
- Promote a positive, respectful and collaborative working environment.
- Ensure the team is trained in discretion, privacy and service for UHNW and VIP members.
- Work closely with concierge, movement instructors, wellness practitioners, management and external partners.
- Step in wherever needed to support the team and protect the member experience.
- Encourage accountability, communication and a shared commitment to excellence.
Wellness Programming and Member Experiences
- Coordinate the seamless delivery of services across movement, recovery, beauty, longevity and wellbeing.
- Work with the Founder and relevant team members to refine programming using member feedback and utilisation data.
- Support the onboarding and integration of visiting practitioners, specialists and guest experts.
- Coordinate member events, wellness evenings and exclusive experiences.
- Ensure every experience reflects LERÉI's positioning and service standards.
Partnerships and Events
- Support the delivery of brand partnerships, collaborations and private events.
- Act as the operational lead for partner activations within the residence.
- Coordinate logistics, staffing, suppliers, schedules and the member journey.
- Ensure third-party partners and service providers comply with LERÉI's standards.
- Develop appropriate referral relationships with luxury brands, hotels, medical professionals and complementary businesses.
Suppliers, Facilities and Compliance
- Oversee key supplier relationships, maintenance requirements and equipment performance.
- Maintain the presentation, safety and operational readiness of the residence.
- Coordinate contractors and external service providers where required.
- Ensure compliance with relevant health, safety and operational requirements.
- Maintain accurate records and support the development of effective operational controls.
- Protect operational continuity and the premium quality of the environment.
Discretion, Privacy and Security
- Uphold the highest standards of confidentiality and discretion.
- Handle sensitive member and business information with absolute professionalism.
- Ensure employees, practitioners and suppliers follow LERÉI's privacy protocols.
- Manage sensitive situations calmly, thoughtfully and appropriately.
About You
You are naturally warm, polished, emotionally intelligent and exceptionally organised. You understand that true luxury is delivered through anticipation, consistency, discretion and thoughtful attention to detail.
You are equally comfortable welcoming a prospective member, resolving an operational issue, managing a busy service schedule and presenting performance updates to the Founder. You enjoy working in a fast-moving, entrepreneurial environment and are willing to take ownership beyond the boundaries of a traditional job description.
Experience and Skills
- At least four years of experience within luxury hospitality, private members' clubs, premium wellness, private healthcare or a related high-touch environment.
- Experience overseeing daily operations across multiple services or departments.
- Experience working directly with UHNW, VIP or highly discerning clientele.
- Proven ability in membership sales, relationship management or client development.
- Strong understanding of luxury service and personalised hospitality.
- Excellent communication and interpersonal skills.
- The ability to build trust and maintain absolute discretion.
- Strong commercial awareness and confidence working towards membership and performance targets.
- Experience using CRM, booking or membership-management systems.
- Strong organisational, administrative and reporting skills.
- Confidence using Google Workspace and AI-assisted tools.
- Experience managing suppliers, partners and external practitioners.
- The ability to remain calm and solutions-focused in a demanding environment.
- Outstanding attention to detail and follow-through.
- A genuine passion for women's health, wellbeing and exceptional service.
Desirable Experience
- Previous experience within a luxury wellness residence, private members' club or private healthcare setting.
- Experience supporting the launch or opening of a new hospitality or wellness concept.
- Experience recruiting, training or supervising a service-led team.
- Experience organising VIP events and member experiences.
- An established network within luxury lifestyle, hospitality, healthcare or wellness.
- Additional languages.
Personal Qualities
- Warm, composed and highly professional.
- Discreet and emotionally intelligent.
- Proactive, resourceful and solutions-oriented.
- Commercially aware without being overly sales-driven.
- Highly organised and comfortable managing competing priorities.
- Collaborative and willing to support colleagues wherever required.
- Hands-on and confident leading from the floor.
- Adaptable and comfortable working within a growing business.
- Committed to delivering consistently exceptional standards.
What We Offer
- A full-time position within the founding team of an ambitious luxury wellness brand.
- The opportunity to influence LERÉI's operations, service culture and member experience.
- A salary of £60,000 per annum.
- An attractive commission structure linked to successful new membership conversions.
- A beautiful working environment in Knightsbridge.
- Ongoing professional development and training.
- Staff wellness benefits.
- A clear opportunity for career progression as LERÉI grows.
- A supportive, collaborative and inspiring team culture.
To Apply
If you are passionate about luxury hospitality, operational excellence and creating exceptional member experiences, we would love to hear from you.
Please submit your CV together with a short covering letter explaining why you would be an excellent fit for LERÉI to [email protected]
Pay: £60,000.00 per year
Work Location: In person
