Client Experience Manager

armaninollp; Los Angeles (CA); On-site; USD 130,000 - 210,000; Full time

Job summary

Armanino is seeking a senior hospitality-minded professional in Los Angeles to shape a premium client experience across the Business Management/Family Office practice. You will lead design and execution of differentiated service standards, build scalable tools, and partner with leadership to embed hospitality throughout the firm.

The role emphasizes client satisfaction, loyalty, and cross-team collaboration with a focus on elevating interactions with VIP stakeholders in a high-touch environment.

Qualifications

• Minimum 5 years of experience in luxury hospitality, concierge services, events, VIP services, private clubs, member services, premium customer experience, or a similar high-touch relationship environment.
• Demonstrated success designing, improving, or leading elevated client, guest, or member experiences.
• Exceptional interpersonal, communication, relationship-building, and executive presence skills.
• Strong emotional intelligence, judgment, discretion, and anticipatory service mindset.
• Ability to influence culture, drive change, and partner effectively across teams without direct authority.
• Strong project management skills with the ability to translate ideas into scalable standards, tools, and action plans.
• Highly detail-oriented with a passion for creating memorable, personalized experiences.
• Comfort translating qualitative client feedback into practical recommendations and measurable improvements.
• Experience supporting clients, guests, members, executives, or VIP stakeholders in a premium service environment preferred.

Responsibilities

• Design and implement a hospitality-driven growth strategy across the Business Management/Family Office practice, positioning differentiated client experience as a competitive advantage.
• Conduct client journey assessments to identify opportunities to elevate the end-to-end client experience, increase responsiveness, and improve consistency across client touchpoints.
• Develop, launch, and continuously refine a Business Management Hospitality Playbook, including service standards, client communication expectations, and relationship routines.
• Partner with department and practice leadership to embed hospitality principles across the organization and promote service excellence as a core element of the culture.
• Design strategic client engagement, appreciation, surprise-and-delight, and experience-enhancement initiatives that strengthen loyalty and deepen client relationships.
• Establish client feedback mechanisms, analyze recurring themes, and lead continuous improvement efforts tied to client satisfaction, retention, referrals, and relationship expansion.
• Serve as the Voice of the Client within the department by elevating insights, risks, opportunities, and service themes to leadership and client service teams.
• Identify client expansion, referral, and relationship-deepening opportunities in partnership with client service professionals and leadership.
• Create scalable tools, templates, workflows, and experience standards that help teams deliver a seamless, industry-leading client experience.
• Monitor client experience trends, hospitality best practices, and premium service models to bring relevant ideas and innovation into the practice.

Skills

Interpersonal skills

Executive presence

Emotional intelligence

Project management

Relationship-building

Job description

At Armanino, you determine your career path. This means it's possible to pursue challenges you are passionate about, in industries you care about. Armanino is proud to be Among the top 20 Largest Accounting and Consulting Firms in the Nation and one of the Best Places to Work . We have a community of resources that are ready and willing to support your ideas, build your skills and expand your professional network. We want you to integrate all aspects of your life with your career. At Armanino, we know you don't check-out of life when you check-in at work. That's why we've created a unique work environment where your passions, work, and family & friends can overlap. We want to help you achieve growth by giving you access to a network of smart and supportive people, willing to listen to your ideas.

Job Responsibilities

• Design and implement a hospitality-driven growth strategy across the Business Management/Family Office practice, positioning differentiated client experience as a competitive advantage.
• Conduct client journey assessments to identify opportunities to elevate the end-to-end client experience, increase responsiveness, and improve consistency across client touchpoints.
• Develop, launch, and continuously refine a Business Management Hospitality Playbook, including service standards, client communication expectations, and relationship routines.
• Partner with department and practice leadership to embed hospitality principles across the organization and promote service excellence as a core element of the culture.
• Design strategic client engagement, appreciation, surprise-and-delight, and experience-enhancement initiatives that strengthen loyalty and deepen client relationships.
• Establish client feedback mechanisms, analyze recurring themes, and lead continuous improvement efforts tied to client satisfaction, retention, referrals, and relationship expansion.
• Serve as the Voice of the Client within the department by elevating insights, risks, opportunities, and service themes to leadership and client service teams.
• Identify client expansion, referral, and relationship-deepening opportunities in partnership with client service professionals and leadership.
• Create scalable tools, templates, workflows, and experience standards that help teams deliver a seamless, industry-leading client experience.
• Monitor client experience trends, hospitality best practices, and premium service models to bring relevant ideas and innovation into the practice.

Requirements

• Minimum 5 years of experience in luxury hospitality, concierge services, events, VIP services, private clubs, member services, premium customer experience, or a similar high-touch relationship environment.
• Demonstrated success designing, improving, or leading elevated client, guest, or member experiences.
• Exceptional interpersonal, communication, relationship-building, and executive presence skills.
• Strong emotional intelligence, judgment, discretion, and anticipatory service mindset.
• Ability to influence culture, drive change, and partner effectively across teams without direct authority.
• Strong project management skills with the ability to translate ideas into scalable standards, tools, and action plans.
• Highly detail-oriented with a passion for creating memorable, personalized experiences.
• Comfort translating qualitative client feedback into practical recommendations and measurable improvements.
• Experience supporting clients, guests, members, executives, or VIP stakeholders in a premium service environment preferred.

Armanino provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Armanino complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Armanino expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Armanino employees to perform their job duties may result in discipline up to