Head of Member Relations - New York

Scope of the Job

The Head of Member Relations is the regional leader responsible for shaping an exceptional guest experience rooted in warmth, professionalism, and genuine connection. This role establishes the expectations, service culture, and behavioral standards that guide how teams engage with members across all touchpoints, ensuring a consistent and personalized experience throughout their visit.

Acting as an advocate for both members and team members, this leader creates an environment where concerns are addressed thoughtfully, conflicts are de‑escalated with care, and feedback is used to strengthen relationships and continuously elevate the member journey. They serve as the central resource for guiding teams through sensitive situations, modeling sound judgment, empathy, and composure under pressure.

Operating primarily on the floor, the Head of Member Relations partners closely with operational leaders to ensure the environment supports meaningful engagement, effective communication, and the resolution of complex service scenarios. They champion professional development, helping teams build confidence in relationship management, emotional intelligence, and the skills necessary to navigate challenging interactions constructively.

Main Duties...

Guest Experience & Relationship Management

• Champion a service culture that prioritizes personalized interactions, proactive hospitality, and meaningful relationship‑building with guests.
• Ensure members feel recognized, valued, and supported, particularly during high‑impact or emotionally sensitive moments.
• Serve as a regional expert in navigating guest concerns and fostering long‑term loyalty through trust and consistent follow‑through.

Conflict Resolution & Issue Management

• Lead the regional approach to managing guest complaints, disputes, and elevated concerns with discretion, fairness, and impartial problem‑solving.
• Model and teach effective de‑escalation practices, ensuring teams resolve issues with empathy and confidence.
• Promote a balanced, human‑centered approach that protects the member experience while supporting staff well‑being and safety.

Service Culture Leadership

• Establish clear expectations for service excellence and interpersonal conduct across all member‑facing teams.
• Shape the tone and style of guest communication, ensuring warmth, clarity, and consistency across locations.
• Reinforce a culture of accountability, emotional intelligence, and professionalism.

Team Development & Coaching

• Provide mentorship to Member Relations and Front‑of‑House leaders, helping them strengthen judgment, communication, and leadership capability.
• Develop training experiences that enhance conflict management, guest communication, decision‑making, and service recovery skills.
• Build confidence across teams to independently manage guest interactions with poise and tact.

Cross‑Functional Collaboration

• Partner with property leaders to maintain alignment on guest needs, service trends, and escalation patterns.
• Ensure that complex or recurring member issues are communicated appropriately, allowing for systemic solutions and long‑term improvements.
• Collaborate with leadership to ensure consistent service standards across all regional properties.

Experience Insights & Continuous Improvement

• Analyze guest sentiment and feedback trends to identify opportunities to enhance service quality and relationship management.
• Support the development of regional strategies to improve member visit frequency, engagement, retention, and overall satisfaction.
• Lead ongoing efforts to refine service expectations and strengthen the member experience through coaching, process refinement, and cultural influence.
• All other duties as assigned.

Experience Required

• Demonstrated leadership experience in member relations, guest experience, hospitality, or another environment centered on relationship‑building and high‑touch service.
• Strong background in front‑of‑house or service‑driven operations, with the ability to guide teams through complex, high‑visibility guest interactions.
• Proven capability in navigating sensitive or confidential situations with discretion, sound judgment, and professionalism.
• Exceptional communication skills, with the ability to influence diverse teams and foster alignment across multiple locations.
• High emotional intelligence, with strengths in conflict resolution, de‑escalation, and managing challenging interpersonal dynamics.
• A detail‑focused and organized working style, paired with the ability to anticipate needs and drive outcomes independently.
• Comfortable engaging with high‑profile individuals and high‑stakes guest scenarios in a polished and composed manner.
• A proactive, self‑directed leader who thrives in a fast‑paced, relationship‑driven environment.

Physical Requirements

• Must be able to seize, grasp, turn and hold objects with hands.
• Must be able to make periodical fast paced movements are required to go from one part of the property to others.
• Must be able to move, pull, push, carry or lift at least 30 pounds.
• Must be able to occasionally kneel, bend, crouch and climb is required.
• Must be able to perform physical activities such as lifting, cleaning, and stooping.
• Must be able to stand, walk, lift, and bend for long periods of time.

Why work with us...

Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career.

• Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match
• Paid Time Off: Full- Time Employees have sick day's + vacation days
• Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically
• Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
• Learning & Development: An extensive range of internally and externally run courses are available for all employees.
• Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
• Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
• Team Meal: Whilst on duty in our Houses & Restaurants you will be provided with a substantial meal free of charge.