Summary
Overview
Work History
Education
Skills
Timeline
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Claudia Henriques

Santa Monica,CA

Summary

Member Relations Manager at Soho House West Hollywood with proven success in driving member growth through strategic community engagement and experiential marketing. Proficient in Salesforce CRM, specializing in conflict resolution and relationship building. Transformed challenges into loyalty opportunities while enhancing VIP guest experiences and executing impactful events.

Overview

8
8
years of professional experience

Work History

Member Relations Manager

Soho House West Hollywood
West Hollywood, CA
02.2024 - Current
  • Collaborate closely with GMs, Membership, and senior leadership in weekly strategy meetings to drive member growth and retention—contributing insights on community engagement, service gaps, and high-impact opportunities.
  • Curate and support member programming-from concepting event ideas to day-of execution-building a consistent, on-brand experience that strengthens community connection and engagement.
  • Personally manage all escalated member feedback, responding to negative experiences in real time and designing thoughtful recovery efforts that turn moments of friction into loyalty-building opportunities.
  • Leverage Salesforce to track member behavior, preferences, and trends-using data to inform service strategies, tailor outreach, and contribute to long-term retention planning.
  • Serve as the point of contact for VIP arrivals during major industry events, including Oscar after-parties hosted by Best Picture-winning studios—ensuring a seamless, discreet, and on-brand guest experience.
  • Manage celebrity arrivals for both casual visits and private events, delivering a polished experience that reflects the brand’s high standards.
  • Own the in-House atmosphere by managing crowd flow, music, lighting, and guest energy—ensuring every detail aligns with brand identity and creates an elevated, on-brand environment.
  • Step in as a key operations lead during high-traffic periods—supporting cross-functional teams, resolving member issues in real time, and maintaining a seamless experience for daily traffic of 500+ and events with up to 800 guests.

Front Desk Receptionist

Soho House West Hollywood
West Hollywood, CA
01.2022 - 02.2024
  • Acted as the primary check-in lead during major awards season events, including Oscar after-parties for Best Picture-winning studios—coordinating high-volume arrivals with discretion and precision.
  • Flagged VIP movements, preferences, and special requests to relevant department leads—ensuring seamless handoffs and personalized, high-touch service across teams.
  • Managed front desk operations during up to four simultaneous events, ensuring smooth check-ins and member service while collaborating with internal teams in real time.
  • Served as the first point of contact for members, VIP guests, and celebrity arrivals—delivering a warm, polished welcome that upheld Soho House’s brand experience.
  • Resolved day-to-day member concerns quickly and calmly, often without managerial support, ensuring issues were addressed with professionalism and care.
  • Juggled high-volume phone, email, and in-person inquiries while coordinating logistics with Membership, Events, and F&B teams to maintain seamless operations.
  • Built strong relationships with influential members, creatives, and regulars—contributing to a sense of belonging and community within the House.
  • Helped onboard and mentor new receptionists, sharing best practices and ensuring consistency in service and tone.

Member Events Internship

Soho House West Hollywood
08.2022 - 01.2023
  • Researched and proposed creative event concepts—some of which were implemented by the Head of Member Events for seasonal programming.
  • Assisted with brand outreach and light contract work, helping secure sponsorships that enhanced event offerings and added value for members.
  • Drafted promotional content for the Soho House app and event invites, contributing to increased visibility and attendance.
  • Designed visual mood boards to support early-stage event development and align concepts with Soho House’s creative direction.
  • Supported the planning and execution of member events by coordinating logistics, managing day-of details, and ensuring a seamless guest experience.
  • Communicated directly with members and internal teams to confirm RSVPs, special requests, and experience details.

Wings Team Member

Red Bull
Santa Monica, CA
04.2017 - 08.2021
  • Represented the brand through strategic product sampling, engaging consumers, and promoting brand awareness.
  • Built relationships with sales teams to enhance product visibility and open new distribution points in key areas within the target market.
  • Executed marketing activities according to brand standards, ensuring consistent, high-quality representation.
  • Planned and reported activities, providing insights to drive local business growth.
  • Developed marketing strategies, engaged consumers, and created memorable brand experiences.
  • Promoted the brand via social media and supported Red Bull events to maximize consumer engagement.
  • Recognized by management for excellence in mission planning and product sampling.
  • Trained new team members, improving their brand and product knowledge.

Education

Bachelor of Science - Marketing

California State University, Northridge
Los Angeles, CA
05-2023

Skills

  • Brand Partnerships
  • Community Engagement
  • Relationship Building
  • Experiential Marketing
  • Event Planning & Execution
  • VIP Guest Experience
  • Cross-functional Collaboration
  • Clear Written Communication
  • Strategic Problem Solving
  • Salesforce CRM
  • Conflict Resolution
  • Self-Motivation

Timeline

Member Relations Manager

Soho House West Hollywood
02.2024 - Current

Member Events Internship

Soho House West Hollywood
08.2022 - 01.2023

Front Desk Receptionist

Soho House West Hollywood
01.2022 - 02.2024

Wings Team Member

Red Bull
04.2017 - 08.2021

Bachelor of Science - Marketing

California State University, Northridge

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