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JOB DESCRIPTION

ABOUT THE ROLE
Red Seat Ventures is launching a new premium membership business and is hiring a Senior Vice President of Member Experience to lead all facets of hospitality. This includes service delivery, concierge operations, retention, and VIP engagement — all designed to support high-net-worth individuals and business leaders accessing premium live entertainment experiences.

This role reports to the President of Red Seat Ventures and will be a key member of the executive leadership team. The SVP will define and scale a white-glove member experience across multiple markets, delivering excellence at every touchpoint — from onboarding and event execution to renewal and loyalty programming.

A SNAPSHOT OF YOUR RESPONSIBILITIES

Design and operationalize the full member journey, including onboarding, pre-event communications, event-day protocols, and post-event feedback
Define, standardize, and uphold luxury service standards across membership tiers and all venue touchpoints
Hire, train, and lead regional concierge teams and in-market service staff
Create SOPs and playbooks for delivering VIP-level service and managing escalations
Develop tools for service tracking, member feedback, and proactive support
Own key experience metrics including retention, NPS, and satisfaction by tier
Build retention and loyalty programs: referral incentives, surprise-and-delight moments, and milestone engagement
Partner with Sales to ensure seamless transition from prospect to member
Collaborate with Marketing on communications, events, and brand alignment
Work with Product and Tech teams on CRM, member portal, and support systems
Coordinate closely with Venue Operations to ensure consistent in-market execution

WHAT YOU WILL NEED

15+ years of experience in luxury hospitality, concierge services, or high-end membership organizations
Track record of building and managing service teams in premium or high-touch environments
Deep understanding of member journey mapping, SOP creation, and operational excellence
Exceptional emotional intelligence, presence, and client-handling skills
Ability to scale white-glove service without sacrificing personalization or detail
Strong cross-functional collaboration skills and systems-thinking mindset

NICE TO HAVE, BUT NOT A DEALBREAKER

Experience supporting high-net-worth or ultra-high-net-worth clientele
Background in private clubs, luxury travel, or concierge-driven service models
Experience in event-driven or ticketed experiences such as sports, entertainment, or private aviation
Proven ability to develop premium loyalty, retention, or onboarding programs

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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.

Pursuant to state and local pay disclosure requirements, the pay rate/range for this role, with final offer amount dependent on education, skills, experience, and location is $206,000.00-240,000.00 annually. This role is also eligible for various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.

View more detail about FOX Benefits.

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