Director of Client Experience and Hospitality
About The Role
Arcadia Financial Group is a growing RIA focused on delivering Unreasonable Hospitality, a philosophy that emphasizes personal, thoughtful, and meaningful financial advice. To learn more, we recommend reading Unreasonable Hospitality by Will Guidara. The Director of Client Experience & Hospitality is responsible for ensuring this philosophy is integrated into every aspect of the client experience.
Responsibilities
Lead monthly "Hospitality in Practice" segments at Arcadia's all-team meetings, teaching the difference between service and hospitality and implementing Unreasonable Hospitality principles.
Coach team members on specific skills such as warm phone transfers, thoughtful client interactions, and noticing and acting on small opportunities to delight clients.
Embed hospitality standards into SOPs, onboarding processes, and team rituals across the firm.
Own the strategy, planning, and execution of Arcadia's full event calendar, including the Fall Festival, Valentine's Day Ladies' Event, Summer Community Event, Guys' Day events, and new client mingles.
Manage vendor relationships, logistics, budgets, and ensure events feel intentional and memorable.
Design and own Arcadia's gifting strategy, maintaining systems in the CRM to capture client interests, hobbies, milestones, and personal preferences.
Own retirement celebrations, life milestone recognition, and the unexpected moments of delight that clients remember and share.
Own the 100-day new client check-in call, ensuring personalized conversations cover the onboarding experience, interests, and how Arcadia can serve clients better.
Drive new client participation in events and ensure they feel connected to the Arcadia community.
Collaborate with marketing on referral enablement and Google review campaigns that authentically reflect the experience Arcadia delivers.
Own client complaint triage, identifying patterns in feedback, and driving resolution.
Administer client experience surveys and 100-day check-in data to continuously improve the client journey.
Qualifications
Genuine warmth and the ability to make people feel seen and valued.
The ability to stand in front of a room and teach, leading a monthly hospitality training segment for the entire company.
A creative thinker and disciplined executor, capable of dreaming up ideas and getting them done.
An understanding of events as a vehicle for relationship-building, not the goal itself.
The ability to influence without authority, working closely with advisors, operations, marketing, and leadership.
The comfort to own hard conversations, handling client complaints with empathy and accountability.
The ability to think in systems, ensuring consistency in gifting, check-ins, feedback, and events.
The comfort to observe and learn, and the courage to act when necessary.
What You'll Own
Personalized client gifting and milestone recognition, ensuring each client feels valued and remembered.
New client experience and retention, ensuring they feel welcomed and engaged with Arcadia's community.
Client feedback and complaint resolution, driving continuous improvement based on client input.
Success Metrics
"Hospitality in Practice" is running monthly and the team is visibly changing how they show up for clients.
Client gifting is personalized, systematized, and no longer generic.
New clients are being personally checked in on at 100 days and actively participating in events.
The fall festival is fully planned and executed without relying on the COO or marketing to carry it.
Client complaints are being triaged quickly and patterns are being surfaced to leadership.
The client experience becomes a clear driver of retention and referrals.
This Role Is Not
A passive role waiting for direction on how to improve the client experience.
A role for someone who thinks hospitality is a department, at Arcadia, it's a company-wide standard.
A leadership role responsible for shaping how every client feels about Arcadia, and for building the culture, systems, and moments that make that happen consistently.
Experience & Background
5+ years of experience in client experience, hospitality leadership, or relationship management, ideally in professional services, luxury hospitality, or a high-touch client environment.
Demonstrated ability to lead culture change and influence without formal authority.
Experience planning and executing large-scale events with multiple moving parts.
Strong organizational skills and comfort managing multiple workstreams simultaneously.
CRM experience and comfort using client data to drive personalization.
A genuine passion for hospitality, not as a job function, but as a way of treating people.
Benefits
100% employer-paid health, dental, and vision insurance.
Unlimited paid time off (PTO) and flexible scheduling.
Short-term disability, long-term disability, and life insurance — fully covered.
401(k) retirement plan with 4% company match.
Professional development and continuing education opportunities.
A collaborative, people-first culture that values innovation and accountability.
Engaging workplace perks, including team events, community-focused volunteer initiatives, and more.
Pay & Schedule
$90,000 - $105,000 annually.
Flexible scheduling.