Director of Client Experience and Hospitality

About The Role

Arcadia Financial Group is a growing RIA built around a simple but demanding belief: that financial advice should feel different — more personal, more thoughtful, and more meaningful. That belief has a name. It's Unreasonable Hospitality, and it isn't just a book we've read. It's the cornerstone we've rebuilt our company on.

If you haven't read Unreasonable Hospitality by Will Guidara, read it before you apply. It's how we think.

The Director of Client Experience & Hospitality is the person responsible for bringing that philosophy to life — every day, across every touchpoint, for every client. This role is responsible for shaping and elevating the full client experience — from culture education and personalized gifting to signature events, onboarding, and feedback loops.

This is not an events coordinator role. It's not a hospitality assistant. It's a leadership role that requires the ability to teach, influence, and drive behavior change across an entire organization — without direct authority over most of the people you'll need to move.

You will partner closely with the Director of Operations to ensure the client experience is supported by strong systems and consistent execution across the firm.

The right person will build context quickly, earn trust across the firm, and then elevate the experience in ways that feel natural, not forced.

Who You Are

You are someone who notices things other people miss. You see the reserved parking spot as an opportunity to put up balloons with a client's name before their appointment. You remember that a client mentioned their daughter just started college and you send something meaningful two weeks later. You think about the difference between service and hospitality — and you care deeply about which one Arcadia delivers.

Specifically, You

• Have genuine warmth and the ability to make people feel seen and valued — it's not a skill you learned, it's who you are
• Can stand in front of a room and teach — you'll lead a monthly hospitality training segment for the entire company
• Are a creative thinker and a disciplined executor — you can dream up the idea and actually get it done
• Understand that events are a vehicle for relationship-building, not the goal themselves
• Can influence without authority — advisors, ops, marketing, and leadership will all need to move because of you, not for you
• Are comfortable owning hard conversations — client complaints land on your desk and you triage them with empathy and accountability
• Think in systems — gifting, check-ins, feedback, and events all need to run consistently, not just when you have bandwidth
• Know when to observe and learn, and when to act — you don't rush to change things before understanding how they work
  
  

What You'll Own

Hospitality Culture & Team Education

• Lead a monthly 30-minute "Hospitality in Practice" segment at Arcadia's all-team meeting — teaching the difference between service and hospitality, sharing best practices, and putting Unreasonable Hospitality principles into everyday action
• Coach team members on specific skills: warm phone transfers, thoughtful client interactions, how to notice and act on small opportunities to delight, to name a few
• Champion a culture where every person at Arcadia understands that client experience is everyone's job
• Help embed hospitality standards into SOPs, onboarding, and team rituals across the firm
  
  

Signature Client Events

Events Are a Vehicle For Relationship-building — Not The Goal Themselves. You'll Own The Strategy, Planning, And Execution Of Arcadia's Full Event Calendar, Including

• Annual Fall Festival — Arcadia's flagship event (400 attendees, apple orchard, catered breakfast, family activities, portraits, and more)
• Valentine's Day Ladies' Event — brunch, massages, mimosas, crafts, and a curated experience for female clients and their guests
• Summer Community Event — currently being redesigned into a casual outdoor format with food trucks, live music, and a community feel
• Guys' Day events — bourbon tastings and similar experiences for male clients
• New client mingles, charity golf tournament (in development), and other relationship-building gatherings
• Saturday Summit hospitality segment — owning the client experience component of Arcadia's annual all-day firm gathering
  
  

You will manage vendor relationships, logistics, budgets, and every detail that makes these events feel intentional and worth talking about.

Personalized Client Gifting & Milestone Recognition

• Design and own Arcadia's gifting strategy — thoughtful and personalized, not generic or transactional
• Maintain systems in the CRM to capture client interests, hobbies, milestones, family details, and personal preferences
• Own retirement celebrations, life milestone recognition, and the unexpected moments of delight that clients remember and repeat to others
• Think creatively about small gestures with outsized impact — the kind of thing that makes a client tell their friends
  
  

New Client Experience & Retention

• Own the 100-day new client check-in call — a personalized conversation covering the onboarding experience, interests and hobbies, and how Arcadia can serve them better
• Treat every new client as a VIP, especially as Arcadia raises its minimums and deepens fewer, higher-value relationships
• Actively drive new client participation in events — ensure new clients are connected to the Arcadia community early and often
• Partner with marketing on referral enablement and Google review campaigns that authentically reflect the experience Arcadia delivers
  
  

Client Feedback & Complaint Resolution

• Own client complaint triage — when a client is unhappy, this role is the first point of contact for understanding what happened and driving resolution
• Collaborate with department directors to identify root causes and ensure follow-through
• Identify patterns in feedback — surface systemic issues to leadership before they become bigger problems
• Administer client experience surveys and 100-day check-in data to continuously improve the client journey
  
  

What Success Looks Like — First 6 Months

• "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
• Retirement celebrations and life milestone recognition feel consistent and meaningful
• 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
• Client experience becomes a clear driver of retention and referrals
• Within the first six months, you will begin to see the impact — in how clients describe their experience, how the team shows up, and how relationships deepen over time
  
  

What This Role Is Not

• This is not an events coordinator position
• This is not a passive role that waits for direction on how to improve the client experience
• This is not a role for someone who thinks hospitality is a department — at Arcadia, it's a company-wide standard
  
  

This is 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

We care more about instincts and track record than industry background. That said, the ideal candidate brings:

• 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

We believe in taking care of the people who take care of our clients. Our benefits are designed to support your well-being, growth, and work-life balance, including:

• 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.