Strategic Client Experience Director

Cleveland, OH
7/25/2018
Our Client's Management team is seeking a motivated, creative leader to lead the firm’s growth engine. The role will define the client experience for HNW clients, as well as to ensure excellence in the delivery of advice to each client niche. The role will oversee advisors, as well as the client service team. The role will include development of strategic business plans, including budgeting, resource allocation and growth objectives, for each client niche. The Executive Director of Client Experience & Growth will be a member of the management team.

Core outcomes for the role include:
- Complete client experience from prospect to ongoing client experience
- Defined and complete client deliverables by niche
- Continuous advisor and support staff talent development & succession
- Client retention
-Organic growth

Success metrics include:
- New target organic household growth
- Increased current client share of wallet
- Client retention
- Niche market plan execution, including budget adherence and success in growth metrics
- Client satisfaction
- Increased leverage for the Managing Partners

The Executive Director of Client Experience & Growth will have the following skills and competencies: Core competencies are:
- Current client relationship responsibility and understands the role and duties of supervising advisors and servicing clients
- Knowledge of industry trends, best practices, and metrics
- 10-15 years of experience in the independent financial advisor industry
- Business management experience with ability to manage resource allocation and financial metrics
- Strong people skills with capacity to manage tenured advisors and next generation colleagues
- Technical wealth management and investment understanding

Required skills are:
- Strong strategic thinking with perspective on the future of client management, client deliverables and offerings
- Change management oriented
- Wants to be hands-on working closely at every level of the organization
- Client-centric and service-oriented advocate
- Presence and maturity
- Ability to prioritize and problem solve
- Clear written and verbal communication skills