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.

Certain states require us to disclose the pay range and benefits summary for job openings. The compensation range for this position: $101,800 - $119,800. Compensation may vary based on skills, role, and location. Eligible employees at certain levels can participate in a discretionary long-term financial incentive plan, subject to plan participation rules.

Armanino has a robust offering of benefits, including: 

• Medical, dental, vision

• Generous PTO plan and paid sick time

• Flexible work arrangements

• 401K with Profit Sharing

• Wellness program

• Generous parental leave

• 11 paid holidays