Senior Concierge: High-Profile Member Engagement Lead

Soho House & Co; West Hollywood (CA); On-site; USD 75,000 - 80,000; Full time

Benefits offered by this job

Health care + 401K

Paid time off

Career development

Soho Impact

Learning & development

Cookhouse & House Tonic

Team events

Team meal

Job summary

Soho House & Co in Los Angeles seeks a passionate Member Engagement Manager to lead a bespoke concierge-style programme for high-spending and high-profile members from our West Hollywood operations. You will build lasting relationships, drive engagement and lifetime value, and collaborate across Membership, Events, and Data teams.

Based in our Los Angeles Support Office, you will design proactive outreach, deliver measurable KPIs, and ensure discretion, hospitality, and brand consistency in

Qualifications

• High-touch relationship or account management focusing on high-value clientele ( 2+ years).
• Experience in driving loyalty, retention, engagement, and revenue (customer life cycle).
• Marketing / strategic outreach experience.
• Reporting and customer trend tracking.
• Experience working in a global / multi-property environment with a wide client-base.

Responsibilities

• Act as primary concierge liaison for high-profile members in Los Angeles, managing all requests with fast action, a solution driven approach and high attention to detail.
• Proactively build and maintain trusted relationships with key members, acting as a senior point of contact and brand ambassador.
• Work closely with Membership, Events, Bedrooms and Operations teams globally to ensure successful end to end fulfilment of all member requests, anticipating needs and developing clear guidelines to ensure we consistently deliver service above and beyond expectation.
• Work independently with a high level of ownership, accountability, and pace, while collaborating effectively with House and central teams.
• Build and maintain strong relationships across all Houses and Operations Teams globally to ensure there is a globally consistent approach to servicing all high-profile members and a responsive, closed feedback loop to support ongoing engagement, satisfaction, loyalty and retention.
• Support in building and maintaining detailed and personalised member profiles to increase engagement and spend. Maintaining accurate records of member activity and service interactions in CRM systems.
• Ensure the highest standards of discretion, professionalism, and hospitality when engaging high-profile members.
• Act as a voice of the member internally, sharing insights that influence programming, experiences, and commercial initiatives.
• Be commercially aware and able to offer recommendations on services. Keeping up to date with all events, promotions and special offers across the business globally.
• Represent the Soho House brand and values in every interaction.

Skills

Relationship management

Loyalty & retention

Customer engagement

Marketing outreach

Data analysis

Reporting

Job description

Soho House & Co in Los Angeles seeks a passionate Member Engagement Manager to lead a bespoke concierge-style programme for high-spending and high-profile members from our West Hollywood operations. You will build lasting relationships, drive engagement and lifetime value, and collaborate across Membership, Events, and Data teams.

Based in our Los Angeles Support Office, you will design proactive outreach, deliver measurable KPIs, and ensure discretion, hospitality, and brand consistency in