Director of Client Experience and Hospitality

Overview The Head of Client Experience & Hospitality serves as the steward of Arcadia’s “Second-to-None” client experience. This role focuses on elevating the emotional and relational aspects of the client journey by creating thoughtful, memorable moments that make clients feel valued, welcomed, and appreciated. At Arcadia, we believe financial advice should feel different — more personal, more thoughtful, and more meaningful. This role helps bring that philosophy to life by identifying opportunities to elevate everyday interactions, designing meaningful client experiences, and ensuring that Arcadia consistently delivers hospitality that feels refined, genuine, and memorable. This is a manager of experiences, not people. The Head of Client Experience & Hospitality partners cross-functionally with advisors, the Client Concierge Team, marketing, operations, and leadership to enhance the client journey, deliver thoughtful hospitality, and reinforce a culture of exceptional service across the firm. The ideal candidate is someone who naturally brings warmth, attentiveness, and creativity to their work — someone who notices opportunities to make people feel special and takes pride in creating moments that clients remember. Responsibilities Elevate the Client Experience: Continuously observe and enhance Arcadia’s client journey to ensure every interaction feels intentional, thoughtful, and aligned with the firm’s “Second-to-None” standard. Identify opportunities to elevate everyday client interactions through meaningful touches, thoughtful gestures, and personalized experiences. Work closely with advisors and the Client Concierge Team to ensure the client experience consistently reflects Arcadia’s hospitality-driven culture. Support the design of memorable client moments across the relationship lifecycle, from onboarding to ongoing relationship milestones. Own Arcadia’s Client Gifting & Milestone Program: Design and manage Arcadia’s approach to personalized gifting and milestone recognition. This includes identifying meaningful opportunities to celebrate life events, accomplishments, and important moments in clients’ lives. Maintain systems for capturing and tracking meaningful client details such as interests, hobbies, milestones, and personal preferences. Use this information to ensure gifting and recognition efforts are thoughtful, personalized, and aligned with Arcadia’s brand standards. Coordinate the planning, organization, and execution of holiday gifting, milestone celebrations, and other personalized gestures that strengthen client relationships. Plan and Deliver Memorable Client Events: Support the planning and execution of client events designed to strengthen relationships and build community among Arcadia clients. Ensure events feel welcoming, intentional, and reflective of the firm’s hospitality philosophy. This includes coordinating details that enhance the overall experience, from atmosphere and presentation to thoughtful touches that make attendees feel appreciated. Partner with marketing and leadership to ensure client events align with Arcadia’s brand and relationship-building goals. Enhance the Client Meeting Experience: Work alongside advisors and planners to help elevate important client meetings through thoughtful enhancements and personalized touches. Identify opportunities to make client meetings feel more engaging, welcoming, and memorable. This may include preparing thoughtful gestures tied to client milestones, celebrations, or personal interests. The goal is to help ensure each interaction reinforces the feeling that Arcadia delivers a refined and highly personalized experience. Capture Client Insights and Personal Details: Support the collection and organization of meaningful client insights that help Arcadia personalize the client experience over time. Utilize Arcadia’s CRM system and internal tools to capture client interests, milestones, family details, and other personal information that can inform future interactions. Help ensure these insights are accessible and usable by the broader team to enhance client relationships and strengthen personalization. Gather Client Feedback and Experience Insights: Actively listen to client feedback and help Arcadia continuously improve the client experience. Responsibilities include conducting 100-day check-in calls with newly onboarded clients, gathering feedback following events, and helping administer client experience surveys. Identify patterns and insights in client feedback and share observations with leadership to support ongoing improvements to the client journey. Champion a Culture of Unreasonable Hospitality: Help embed Arcadia’s hospitality philosophy across the firm by encouraging thoughtful client interactions and reinforcing the importance of meaningful client moments. Support team members in identifying opportunities to create exceptional experiences and help share best practices that elevate everyday interactions. Through observation, collaboration, and encouragement, this role helps ensure that Arcadia’s culture of hospitality is consistently reflected across the client journey. What Success Looks Like Clients consistently describe their experience with Arcadia as thoughtful, welcoming, and highly personalized. Client milestones, celebrations, and life events are recognized in meaningful ways that strengthen long-term relationships. Advisors and team members feel supported in delivering memorable client interactions and thoughtful experiences. Client events are well-organized, welcoming, and reflective of Arcadia’s hospitality-driven culture. Meaningful client insights are captured and used to personalize interactions across the firm. Client feedback is actively gathered and used to continuously improve the client experience. Arcadia’s culture of “Second-to-None” hospitality becomes a consistent and recognizable part of the firm’s client relationships. 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 Collaborative, people-first culture that values innovation and accountability Engaging workplace perks, including team events, community-focused volunteer initiatives and more Arcadia challenges you to fearlessly live every day like it’s Saturday. #J-18808-Ljbffr Arcadia Financial Group