Client Experience Director

ABOUT THE COMPANY

Dew Wealth Management is a Fiduciary Investment Advisory Firm that provides “Fractional Family Office” wealth management services to entrepreneurs through a model that is disrupting the investment advisory industry. Our visionary model and elite team of highly entrepreneurial advisors has resulted in an aggressive growth trajectory that Inc. Magazine has recognized as one of the fastest-growing privately held companies in the United States. We have also been lauded by Investment News as one of the “Best Places to Work for Financial Advisors,” and are a “Great Place to Work” certified company.

ABOUT THE ROLE

This is not an administrative support role. As Client Experience Director, you are the human infrastructure behind client retention at Dew Wealth Management — the connective tissue between our service excellence and the entrepreneurs who trust us with their most important financial decisions.

You'll own the proactive relationship cadence across approximately 215 client families and growing: every milestone recognized, every life event noticed, no one falling through the cracks. From the first welcome video a new client receives to the referral ask that fuels our growth, you are the reason clients feel like the most important person in the room, every time. Reporting to Nick West, Senior Wealth Strategist, this is an in-office role based in Phoenix, AZ.

RESPONSIBILITIES

• Client Relationship Touchpoints — Own the semi-annual check-in cadence for every client family: structured calls that capture NPS (Net Promoter Score, our client-loyalty metric), make the referral ask, and surface life events that call for advisor action or hospitality.
• New Client Onboarding — Run a personalized 90-day onboarding sequence for every new client — welcome video, a follow-up personal touch, an introduction from the DWM Rolodex, and a first check-in call — before transitioning them into the standard relationship cadence.
• Offboarding and Exit Feedback — Own the departing-client experience: request feedback calls, capture honest themes, and compile insights for quarterly review with firm leadership.
• DWM Rolodex and Lifestyle Concierge — Build and maintain a curated network of vetted providers — private aviation, concierge medicine, household management, travel, security, and more — and be the trusted point of contact when a client needs a warm introduction.
• “Unreasonable Hospitality” and Client Events — Run a systematic birthday and anniversary program, partner with advisors to surface and act on personal milestones, and own logistics and follow-up for client appreciation events throughout the year.
• Retention Monitoring and Escalation — Review engagement data daily, reach out proactively to at-risk clients, and escalate anything that needs advisor or leadership attention — before a client decides to leave.
• Client Intelligence and Content Sharing — Run a daily practice of tracking client news and firm leadership content, and share what's relevant with the clients it matters to most.
• Referral Development — Make referrals a natural part of every relationship. Embed the ask in every check-in, track every lead through the pipeline, and own the firm's annual referral target.

QUALIFICATIONS

• Bachelor's degree preferred
• Prior experience in a high-touch, client-facing relationship role — wealth management, hospitality, luxury services, or professional services client success — preferred
• Must reside in or be willing to relocate to the Phoenix, AZ area; this is an in-office role

REQUIRED SKILLS

• Magnetic Presence — You are the first one to extend your hand. Not shy, not hard to read — you walk into every room and every call with unmistakable warmth, and people feel more energized after talking to you.
• Polished Representation — You know that representing DWM means showing up impeccably, every time. High-net-worth entrepreneurs notice and respect it immediately.
• Genuine Curiosity — You know your clients as whole people — their families, what they're building, and what keeps them up at night — not just their account balance.
• Proactive Initiative — You create contact before there's a reason to. You don't wait for a birthday or a calendar reminder to reach out.
• Fearless with the Ask — You ask for referrals without apologizing, ask hard questions of departing clients without flinching, and escalate risk without waiting to see if it resolves itself.
• Systems Builder — You design repeatable playbooks for anything that happens more than once, and you produce consistent results without being managed into it.
• Genuine Affinity for the World — You find entrepreneurs, private aviation, concierge medicine, and legacy wealth genuinely fascinating — not intimidating — and you're excited to be a door-opener for people who've already opened remarkable doors for themselves.

PREFERRED SKILLS

• You get real satisfaction from making an introduction that changes someone's life
• You believe every client touch should feel personal — never automated, never mass-sent
• You want to build and own a relationship program from the ground up, not maintain someone else's playbook
• You're energized by being trusted with retention as a core business metric, not a soft one
• You want to grow with a client program that's expanding — today, 215 families; tomorrow, 265 and beyond
• You believe referrals are earned through relationship quality, not extracted through a script

PAY RANGE AND COMPENSATION PACKAGE

Compensation for this role includes a $70,000 base salary, plus a $5,000 bonus for every directly sourced client referral that signs and pays (target: 12 per year). At target, total cash compensation is $130,000, with uncapped upside above target. An additional performance incentive is tied to NPS trends, check-in completion rate, and retention outcomes. The firm offers a full benefits package including health, dental, and vision coverage, a 401(k)-matching program, and participation in Dew Wealth Management's Employee Stock Ownership Plan at no cost to you.

EQUAL OPPORTUNITY STATEMENT

Dew Wealth Management is an Equal Opportunity Employer. We do not discriminate based on age, disability or veteran status, sex, race, religion or belief, gender, or sexual orientation. We are an inclusive organization and actively promote equality of opportunity for all with the right mix of talent, skills, and potential.