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About the Role

The Member Experience Manager will build and maintain long-term relationships with high-profile members in New York, driving loyalty and commercial impact through a personalized, concierge-style engagement program.

Responsibilities

• Design and evolve a bespoke, proactive concierge-style program for high-spending and high-profile members.
• Develop a commercial strategy to increase member engagement, retention, frequency of use, and spend.
• Collaborate with internal teams to deliver proactive outreach regarding events, benefits, and exclusive offers.
• Define, track, and report on KPIs including engagement, retention, and satisfaction.
• Review and improve internal processes to enhance service efficiency and consistency.
• Act as a primary concierge liaison for high-profile members, managing requests with urgency and attention to detail.
• Build and maintain trusted relationships as a senior point of contact and brand ambassador.
• Coordinate with global operations teams to ensure end-to-end fulfillment of member requests.
• Maintain detailed member profiles and accurate records in CRM systems.
• Represent the brand values while maintaining the highest standards of discretion and hospitality.
• Share member insights internally to influence programming and commercial initiatives.

Requirements

• 2+ years of experience in private members' clubs, luxury hospitality, concierge services, or membership-based environments.
• Exceptional interpersonal, relationship-building, and communication skills.
• Ability to engage high-profile members authentically with discretion.
• Proven track record of driving revenue through relationship management.
• Experience setting priorities and delivering against objectives and timelines.
• Data-literate with experience tracking KPIs and translating insights into action.
• Tech-savvy with experience using CRM systems and loyalty platforms.
• Proficiency in hospitality management tools such as Opera, Open Table, and GEM.
• Strong time management and cross-functional problem-solving skills.
• Highly organized with the ability to manage multiple priorities under pressure.
• Proactive, solution-driven mindset with the ability to anticipate needs.

Skills

• Relationship management
• Concierge services
• Strategic planning
• Data analysis
• CRM management
• Salesforce
• Opera
• Open Table
• GEM
• Project management
• Communication

Location

• New York, NY

Work Type

• Full-time

Experience Level

• 2+ years

Salary/Compensations

• $80,000 USD

Benefits

• Medical, Dental, and Vision insurance
• 401K retirement fund with 2% match
• Paid time off including sick days and vacation
• Career development and international mobility opportunities
• Soho Impact community outreach and mentoring programs
• Internal and external learning and development courses
• Cookhouse & House Tonic food and drink training and events
• Team events including fitness, cinema, and art classes
• Free substantial meal while on duty

About the Company

• Soho House is a private members' club and hospitality brand focused on creating unforgettable experiences for its members.