Director of Client Experience
This role is designed for a high-performing professional who takes pride in creating exceptional experiences and operating at a high level of detail, professionalism, and care.
Overview
Our client is seeking a Director of Client Experience to serve as the first impression and ongoing experience leader for our firm. This is a high-visibility, client-facing role that sits at the center of how clients experience the firm—both in person and behind the scenes. While this role is positioned at the front of the office, it is not a traditional front desk role. It is a key position responsible for delivering a consistent, high-quality experience for our clients and team.
The ideal candidate combines professional presence, warmth, organization, and ownership, with the ability to execute at a high level in a fast-paced, client-focused environment.
Why This Role Exists
The firm is intentionally strengthening its client experience and operational infrastructure as part of our next stage of growth. As they scale toward $1B in assets under management, maintaining a high-touch, boutique client experience is essential. This role is critical in ensuring that every client interaction reflects our standards of professionalism, precision, and care.
About The Firm
Our client is a boutique wealth management firm serving successful families, professionals, and business owners. The firm manages approximately $550M in assets and is building to scale while preserving the culture and service standards that define boutique firms. Clients are typically high-net-worth households navigating complex financial decisions. Their mission is to deliver clarity, confidence, and peace of mind through disciplined planning and proactive wealth management.
Core Responsibilities
Client Experience Leadership
- Serve as the primary in-office client experience leader, greeting and engaging clients with professionalism and warmth
- Set the tone for all in-person interactions and ensure a consistent, high-quality client experience
- Manage the flow of prospect and client meetings and coordinate a seamless in-office experience
- Manages the matriculation of prospects utilizing CRM, and reviews with team in weekly Business Development meeting
- Works with the advisory team to provide client service to a limited number of households
Operations & Coordination
- Maintain organization and structure of daily office operations
- Support advisors in delivering exceptional service
- Ensure details are executed accurately and consistently
- Executive assistant to the CEO and COO, as needed
Client Events & Communications
- Plan, execute, and attend client, prospect, or team events, including logistics, coordination, and follow-up
- Support client communications such as monthly reports, updates, and firm messaging
- Maintain high standards in written and verbal communication
Ownership & Continuous Improvement
- Take ownership of the client experience and identify opportunities to improve processes
- Support the evolution of systems and workflows as the firm grows
- Contribute to a culture of professionalism, accountability, and excellence
What We’re Looking For
We are not focused on industry experience—we are focused on who you are and how you operate.
Core Traits
- Exceptional professional presence and communication skills
- Naturally warm, relational, and service-oriented
- Highly organized, detail-oriented, and reliable
- Strong sense of ownership and follow-through
- Ability to operate in a high-expectation, client-facing environment
- High level of discretion and confidentiality
- Growth-oriented mindset with desire to take on increasing responsibility
Backgrounds That Often Succeed
- Executive Assistant to senior leaders
- Hospitality leadership (private clubs, hotels, events)
- Client-facing roles in professional services (legal, medical, consulting)
- Office Managers with great relational skills
What Makes This Role Unique
- High visibility and direct interaction with high-net-worth clients
- Opportunity to own and elevate the client experience
- Blend of people, operations, and execution
- Long-term growth potential within client service and operations leadership
Work Structure
- Primarily in-office (Middleburg Heights, Ohio)
- Monday through Thursdays in office, Friday is work from home optional
Compensation
- Total compensation range: $80,000 to $120,000 based upon experience and value that can be provided.
- Total compensation is comprised of salary (~ 85% of total comp) plus performance-based bonus (~15% of total comp)
- Comprehensive benefits package
