Vice President, Client Engagement

About the role

You will lead a high-visibility function at the intersection of relationship management, operational excellence, and strategic growth — with direct impact on client satisfaction and long-term value for a world-class travel brand. As Vice President of Client Engagement in the VWT by Chase Travel team, you will own the end-to-end client onboarding and engagement experience for ultra-high-net-worth individuals and families, serving as a strategic bridge across business development, client service, operations, and executive leadership.

Responsibilities

• Own and continuously enhance the end-to-end onboarding experience for all new clients, ensuring every interaction reflects our service philosophy and brand standards
• Serve as a senior relationship leader for high-profile and complex client introductions, overseeing seamless handoffs to servicing teams
• Design and execute the client engagement strategy across key stages of the client lifecycle, including proactive touchpoint programs that strengthen relationships and drive advocacy
• Partner with business development leaders to optimize lead conversion and onboarding effectiveness
• Own visibility into the new-client pipeline from intake through successful onboarding, monitoring conversion rates, timelines, and satisfaction metrics
• Establish KPIs, dashboards, and reporting frameworks that deliver actionable insights to executive leadership
• Evaluate, implement, and optimize technology solutions that enhance the onboarding and engagement experience, including CRM utilization and automation
• Build scalable workflows, operating procedures, and service standards that support future growth while maintaining a high-touch client experience
• Oversee client recognition and gifting programs that reinforce long-term relationships
• Build, mentor, and lead a high-performing client engagement team, fostering a culture of accountability, innovation, and operational excellence
• Act as a trusted advisor and escalation point for complex client situations, collaborating across sales, service, operations, marketing, and technology teams

Requirements

• 10 years of experience in client engagement, client experience, customer success, relationship management, hospitality, wealth management, luxury services, or a related field
• Demonstrated experience working directly with ultra-high-net-worth clients and executive stakeholders
• Proven success building and scaling onboarding, client experience, or customer success programs
• Strong strategic thinking and analytical capabilities with experience using data to drive business decisions
• Experience leading cross-functional initiatives and influencing senior leaders
• Deep understanding of CRM platforms, workflow tools, reporting technologies, and client engagement systems
• Exceptional executive presence, communication, and relationship-building skills
• Highly organized with the ability to balance strategic priorities and day-to-day operational execution
• Applicants must be authorized to work for any employer in the US; we are not able to provide immigration sponsorship at this time

Benefits

• Competitive total rewards package including base salary, commission-based pay, and discretionary incentive compensation (cash and/or forfeitable equity)
• Comprehensive health care coverage and on-site health and wellness centers
• Retirement savings plan
• Backup childcare and tuition reimbursement
• Mental health support and financial coaching