Director of Elite Client Experience & Retention

Dew Wealth Management; Phoenix (AZ); On-site; USD 117,000 - 143,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) matching

Employee Stock Ownership Plan

Job summary

Dew Wealth Management in Phoenix, AZ is seeking a Client Experience Director to be the connective tissue between service excellence and entrepreneurs who trust us with their finances. You will own the proactive relationship cadence across approximately 215 client families and growing, from welcome videos to referral asks, ensuring no one falls through the cracks.

Reporting to Nick West, Senior Wealth Strategist, this in‑office role emphasizes onboarding, retention, and personalized concierge

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

Responsibilities

• Client Relationship Touchpoints — Own the semi-annual check-in cadence for every client family: structured calls that capture NPS, 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 elevate 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.

Skills

Magnetic Presence

Polished Representation

Genuine Curiosity

Proactive Initiative

Fearless with the Ask

Systems Builder

Genuine Affinity for the World

Education

Bachelor's degree

Job description

Dew Wealth Management in Phoenix, AZ is seeking a Client Experience Director to be the connective tissue between service excellence and entrepreneurs who trust us with their finances. You will own the proactive relationship cadence across approximately 215 client families and growing, from welcome videos to referral asks, ensuring no one falls through the cracks.

Reporting to Nick West, Senior Wealth Strategist, this in‑office role emphasizes onboarding, retention, and personalized concierge