Director of Client Relations [Financial Services / Wealth Management]

Position Summary:

Globe Wealth Management is seeking a highly motivated and client-focused Director of Client Relations to lead and elevate the client experience across the firm. This individual will be responsible for developing and managing client service standards, overseeing client relationship processes, enhancing operational efficiency, and ensuring consistent, exceptional experience throughout the client lifecycle.

The Director of Client Relations serves as the bridge between advisors, operations, and clients, helping drive client retention, satisfaction, and growth while supporting the firm's mission of delivering comprehensive wealth management solutions.

Key Responsibilities:

Operations & Process Improvement

• Work closely with clients to create a seamless account opening experience.
• Prepare client paperwork to open accounts and transfer assets, set up ACH.
• Detail oriented oversight of client onboarding, account opening and asset transfers.
• Evaluate and optimize workflows to improve efficiency and scalability.
• Partner with compliance and operations teams to ensure adherence to regulatory requirements and paperwork processing.
• Identify technology solutions that enhance client service delivery.
• Maintain accurate client records and reporting within CRM systems.

Client Experience Leadership

• Design, implement, and continuously improve the firm's client experience strategy.
• Develop service standards and ensure consistency across all client interactions.
• Monitor client satisfaction and proactively identify opportunities to enhance engagement.
• Serve as an escalation point for complex client service issues.
• Lead initiatives to strengthen client loyalty and retention.

Relationship Management

• Ensure timely and accurate execution of client requests.
• Coordinate with advisors to deliver seamless planning and service experience.
• Develop personalized touchpoint strategies for key client segments.
• Maintain strong relationships with custodians, insurance carriers, and strategic partners.

Team Leadership

• Manage, recruit, train, coach, and develop client service personnel.
• Create accountability through clear performance expectations and measurable goals.
• Foster a culture of service excellence, professionalism, and collaboration.
• Lead regular team meetings and ongoing professional development initiatives.

Strategic Growth Initiatives

• Elevate Operations for efficiency to allow for smooth client transition and growth.
• Service Collaborate with leadership to develop client retention and referral strategies.
• Analyze client feedback, service metrics, and operational data to drive improvements.
• Support business development efforts through enhanced client engagement programs.
• Participate in strategic planning and organizational growth initiatives.

Qualifications:

Required

• Bachelor’s degree in business, finance, communications, or related field.
• SIE, Series 7, Series 63/65.
• 5+ years of experience in client service, relationship management, or operations leadership.
• Experience within wealth management, financial services, insurance, banking, or a related industry.
• Proven ability to lead teams and improve client service processes.
• Strong organizational, communication, and problem-solving skills.
• Proficiency with CRM systems and Microsoft Office Suite.

Preferred

• Experience with wealth management platforms and custodial systems.
• Knowledge of financial planning and investment advisory practices.
• Experience with CRM platforms such as Redtail CRM.

Key Performance Indicators (KPIs):

The Director of Client Relations will be evaluated on:

• Client retention rate
• Client satisfaction (NPS or survey scores)
• Client onboarding completion time
• Service request turnaround time
• Client review meeting completion rate
• CRM data integrity and workflow adherence
• Referral generation from existing clients
• Team productivity and engagement metrics

Compensation Structure:

Base Salary:
Competitive based on experience

Potential Incentives:

• Performance bonus tied to client retention and satisfaction.
• Firm growth bonus.
• Leadership development opportunities.
• Benefits package including health, retirement, PTO, and professional development reimbursement.

Ideal Candidate Profile:

The ideal candidate is a proactive leader who combines operational excellence with genuine relationship-building skills. They possess a hospitality mindset, strong attention to detail, and a passion for creating exceptional client experiences. They thrive in a fast-paced environment and are committed to helping Globe Wealth Management deliver a world-class wealth management experience to every client.

Core Competencies:

• Client-Centric Leadership
• Relationship Management
• Strategic Thinking
• Process Optimization
• Team Development
• Communication & Influence
• Problem Solving
• Accountability & Execution

Reports To:
Executive Team

Direct Reports:
Client Relations Team

Location:
In-Office

Employment Type:
Full-Time, Exempt

Vision for the Role:

The Director of Client Relations is not simply responsible for servicing clients, they are responsible for creating a scalable, and exceptional client experience that transforms satisfied clients into lifelong advocates of Globe Wealth Management.

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan

Shift:

• 8 hour shift
• Day shift

Education:

• Bachelor's (Preferred)

Ability to Relocate:

• Concord, NH 03301: Relocate before starting work (Required)

Work Location: In person