Luxury Client Experience Leader

Armanino Advisory LLC; Los Angeles (CA); On-site; USD 102,000 - 120,000; Full time

Benefits offered by this job

Medical

Dental

Vision

PTO (Generous)

Flexible work arrangements

401K with Profit Sharing

Wellness program

Parental leave

11 paid holidays

Job summary

Armanino Advisory LLC is seeking a senior professional to design and lead a hospitality-driven growth strategy within the Business Management/Family Office practice in Los Angeles. You will shape the client experience, drive initiatives across touchpoints, and develop scalable playbooks and templates to standardize high-touch service.

The role demands five-plus years in luxury hospitality or premium client services, exceptional communication, and the ability to influence culture without direct

Qualifications

• Minimum 5 years of experience in luxury hospitality, concierge services, events, VIP services, 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.

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

Hospitality strategy

Client experience design

Relationship management

Project coordination

Tools

Playbooks

Templates

Workflows

Job description

Armanino Advisory LLC is seeking a senior professional to design and lead a hospitality-driven growth strategy within the Business Management/Family Office practice in Los Angeles. You will shape the client experience, drive initiatives across touchpoints, and develop scalable playbooks and templates to standardize high-touch service.

The role demands five-plus years in luxury hospitality or premium client services, exceptional communication, and the ability to influence culture without direct