Head of Client Experience and Hospitality
Arcadia Financial
Manchester, NH
Business Management / Project / Planning, Manufacturing / Production
Position 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.
Key Responsibilities
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.
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.
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.
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.
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.
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.
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
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:
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.
Key Responsibilities
- Elevate the Client Experience
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
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
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
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
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
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
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.
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
About the company
Company website•Financial Services
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