Head of Client Experiences

Position Title: Head of Client Experience
Reports To: Chief Operating Officer (COO)

Join Arcadia Financial—Where Every Day Feels Like Saturday!

Why Arcadia?

At Arcadia Financial, we set the standard as a world-class, five-star financial firm. We believe in work-life balance and offer a dynamic environment where your skills are valued and rewarded. Are you energetic? Growth minded? Passionate? Come join a team with like minded people.

Position Overview:

The Head of Client Experiences leads the Client Experience Team, which includes the Client Concierge Team (formerly the admin team). This role focuses on delivering an exceptional client journey by overseeing client-facing processes, personalizing touchpoints, and fostering a culture of client-centric excellence. The Head of Client Experience ensures that the Client Concierges are empowered, well-trained, and equipped to proactively manage relationships and enhance the overall client experience.

Key Responsibilities:

1. Team Leadership & Management

• Directly oversee the Client Concierge Team, ensuring they provide exceptional client interactions and support.
• Lead hiring, training, and performance management of Client Concierges, developing a high-touch, service-oriented culture.
• Establish clear expectations and best practices for proactive client engagement, ensuring consistency across all interactions.

2. Client Journey Management

• Design, document, and refine workflows for client onboarding, ongoing relationship management, and touchpoint strategies.
• Ensure the Client Concierge Team delivers a seamless, personalized experience across all client interactions.
• Identify and address pain points in the client journey to enhance retention and satisfaction.

3. Personalization & Client Gifting Strategy

• Oversee a structured, data-driven gifting and milestone recognition program.
• Equip the Client Concierges with tools and processes to collect personal client insights and preferences.
• Leverage data to tailor high-impact client interactions that strengthen long-term relationships.

4. Training & Development for Client Concierges

• Develop and lead ongoing training programs to enhance communication, relationship-building, and problem-solving skills.
• Foster a culture where Client Concierges proactively anticipate client needs and deliver white-glove service.
• Implement tools and processes that enable team members to effectively log and track key client information.

5. Cross-Department Collaboration

• Partner with marketing to ensure a seamless client experience across events, communications, and brand messaging.
• Work with operations to refine internal workflows that impact client interactions and concierge efficiency.
• Collaborate with leadership to align client experience initiatives with overall business objectives.

6. Client Feedback & Continuous Improvement

• Implement a structured client feedback loop, analyzing insights to drive continuous enhancements in service delivery.
• Establish clear metrics to track client satisfaction, retention, and touchpoint engagement.
• Provide leadership with data-driven recommendations to refine client-facing strategies.

7. Escalation & Issue Resolution

• Act as the primary escalation point for complex client concerns, ensuring timely resolution.
• Support the Client Concierge Team in handling high-touch client interactions with professionalism and empathy.
• Work cross-functionally to resolve client challenges efficiently and maintain strong client relationships.

Qualifications:

• Proven experience in client relationship management, hospitality, operations, or a high-touch service industry.
• Strong leadership and team management skills, particularly in training and coaching service teams.
• Exceptional communication and interpersonal skills, with the ability to inspire a client-first culture.
• Proficiency in CRM tools and client tracking systems to manage data-driven personalization efforts.
• Strategic thinker with the ability to execute tactically and drive measurable improvements.
• High attention to detail and a passion for delivering exceptional service experiences.

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Application Question(s):

• Do you have reliable transportation that would allow you to travel between our Manchester NH and Andover MA offices?
• Choose one word to describe yourself.

Experience:

• Customer service: 5 years (Required)

Ability to Commute:

• Manchester, NH 03101 (Required)

Ability to Relocate:

• Manchester, NH 03101: Relocate before starting work (Required)

Work Location: In person

Salary : $70,000 - $80,000