SVP of Resident Experience

Makeready LLC•Columbus, OH

8d•$80,000 - $90,000

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. POSITION OVERVIEW The Member Relations Manager serves as a key ambassador for the club, responsible for driving membership growth through strategic efforts, personalized outreach, and outstanding service. This role is essential in showcasing the club’s distinctive offerings to prospective members while delivering a seamless and engaging onboarding experience. The ideal candidate is a hospitality-focused professional with strong sales expertise, a passion for community engagement, and the ability to build authentic connections with individuals from diverse backgrounds.

Requirements

Proven experience in membership relations and sales, hospitality, or a customer-focused environment (experience in membership or luxury service is a plus).
Excellent interpersonal, communication, and presentation skills
Self-motivated, goal oriented, and enthusiastic with a passion for people and community engagement.
Strong organizational and follow-up skills
Comfortable with CRM tools, email communication, and Microsoft Suite.
Flexible schedule, including availability for evenings and weekends as needed.
Adhere to Makeready’s Guiding Principles, policies and procedures, as defined

Nice To Haves

experience in membership or luxury service is a plus

Responsibilities

Develops and implements strategic plans to attract new members and achieve monthly and annual membership goals.
Manage the full lead lifecycle, from initial inquiry to application, club tour, and conversion.
Conduct and lead tours for prospective members, effectively communicating the club’s values, offerings, and community benefits.
Respond promptly and professionally to inbound leads via phone, email, and in person interactions.
Partner with the marketing team to develop and execute campaigns, outreach initiatives, and promotional materials to generate new leads.
Collaborate closely with the SVP of Members Experience to identify growth opportunities and design initiatives that expand reach within key creative and professional communities.
Maintain accurate lead and member information using the club’s CRM system.
Track interactions, personalize follow-ups, and nurture relationships throughout the sales journey.
Continuously evaluate and implement best practices to optimize the sales pipeline and enhance the overall member journey.
Identify, develop, and maintain relationships with external partners that align with the club’s values and support brand visibility.
Represent the club at industry events and networking functions to drive awareness and build meaningful connections within target communities.
Assist in planning and leading engaging new member orientations to ensure a seamless onboarding experience and integration into the club culture.
Engage with members and guests in a genuine, warm, and professional manner—both on and off the property.
Adherence to all Makeready policies, procedures, and Guiding Principles
Perform additional duties and assignments, as assigned