SVP of Resident Experience

Makeready LLC•Columbus, OH

1d•Onsite

About The Position

The Merchant Building is a 32-story transformational mixed-use development featuring a luxury hotel, private residences, and members club, opening 2027. Situated at the center of Columbus and anchored by the historic North Market, the building rises within a city poised for extraordinary growth and renewed cultural vitality. The history of the North Market reflects the story of America itself, one of purpose, resilience, community, and preservation. The Merchant Building draws inspiration from this legacy and is unified by the spirit of the merchants who believed that dedication and hard work deserves reward. Here, design and service come together to create a carefully curated environment, one that offers a refined and private lifestyle experience. A vertical neighborhood where living, hospitality, wellness, work, and community are thoughtfully integrated, all guided by a single ethos: make life better through care, craft, and service. Life at The Merchant Building will be defined by hospitality-centered living, seamless luxury delivered with quiet ease. It is a place where every day will feel more special than anywhere else. The ideal candidate is organized, polished, and detail-oriented, with a natural ability to support the team, anticipate needs, and build trust. This position plays a meaningful role in supporting building awareness, prospect engagement, and administration of building relationships. The Experience Coordinator ensures a refined, white-glove prospect experience contributing to a culture relentlessly pursuing excellence and high standards.

Requirements

Organized, polished, and detail-oriented
Natural ability to support the team, anticipate needs, and build trust
Plays a meaningful role in supporting building awareness, prospect engagement, and administration of building relationships
Ensures a refined, white-glove prospect experience contributing to a culture relentlessly pursuing excellence and high standards

Responsibilities

Lead The Merchant Club & Residence Experience: Lead the communication and promotion of The Merchant Club Residences through a refined luxury lifestyle lens focused on lifestyle and hospitality living. The Club Residences transcends traditional real estate to deliver friction-free living and bespoke experiences within a modern private members’ social club designed to cultivate curiosity and enrich life. The Club Residences are anchored by The Merchant Club – a modern private members social club designed to give you time back to do the things you want to do.
Champion a lifestyle-first philosophy in every prospect engagement — lead with The Merchant Club experience across how you live and use the club for Restoration, Exploration and Gathering.
Operate with confidence in a category of one — The Merchant Club Residences exists in a world without true competition. Share design of how it’s different, amplifying what we are – positioning, product and lifestyle sell itself
Lead The Merchant Club Residence Team to build awareness, cultivate prospects and fill Resident Member Availability: Provide leadership and supervision over the Residential Team in curating and conducting tours through The Merchant Club & Residence Design Gallery — building a robust, well-qualified pipeline of prospective members aligned with the Club's character and values
Run process to attract, vet, and convert highly qualified prospects whose character, curiosity, and way of moving through the world are genuinely aligned with the community we are building — The Merchant Club.
Promote the distinct positioning of The Merchant Club and throughout The Club Residences as Columbus's preeminent platform for luxury lifestyle — built on the core pillars of Restoration, Exploration and Gathering.
Lead Resident Member experience journey from identification, cultivation, onboarding and throughout the resident’s membership.
Cultivate an ongoing, curated, and engaged residential community through authentic relationship-building and word-of-mouth within Columbus's most discerning networks — a community defined not by title or industry, but by character, curiosity, and how you treat the person next to you
Collaborate closely with the Membership Experience Team to integrate hospitality-driven services and coordinated programming across the Club and Residence experience — ensuring the life of the Club is woven seamlessly into the way residents live
Ensure that every touchpoint, from first introduction through daily residency, reflects The Merchant Club & Residence ethos of care, craft, and seamless luxury lifestyle delivery — thoughtfully composed around restoration, exploration, and gathering