Director of Client Relations

Globe Wealth Management is seeking a seasoned leader to fill the Director of Client Relations role in Concord, New Hampshire. This onsite position combines client experience leadership with operations oversight to enhance relationship management, retention, and growth across the client lifecycle.

Responsibilities

• Work closely with clients to create a seamless account opening experience.
• Prepare client paperwork to open accounts and transfer assets, set up ACH.
• Detail oriented oversight of client onboarding, account opening and asset transfers.
• Evaluate and optimize workflows to improve efficiency and scalability.
• Partner with compliance and operations teams to ensure adherence to regulatory requirements and paperwork processing.
• Identify technology solutions that enhance client service delivery.
• Maintain accurate client records and reporting within CRM systems.
• Design, implement, and continuously improve the firm's client experience strategy.
• Develop service standards and ensure consistency across all client interactions.
• Monitor client satisfaction and proactively identify opportunities to enhance engagement.
• Serve as an escalation point for complex client service issues.
• Lead initiatives to strengthen client loyalty and retention.
• Ensure timely and accurate execution of client requests.
• Coordinate with advisors to deliver seamless planning and service experience.
• Develop personalized touchpoint strategies for key client segments.
• Maintain strong relationships with custodians, insurance carriers, and strategic partners.
• Manage, recruit, train, coach, and develop client service personnel.
• Create accountability through clear performance expectations and measurable goals.
• Foster a culture of service excellence, professionalism, and collaboration.
• Lead regular team meetings and ongoing professional development initiatives.
• Elevate operations for efficiency to allow for smooth client transition and growth.
• Collaborate with leadership to develop client retention and referral strategies.
• Analyze client feedback, service metrics, and operational data to drive improvements.
• Support business development efforts through enhanced client engagement programs.
• Participate in strategic planning and organizational growth initiatives.

Requirements

• Bachelor’s degree in business, finance, communications, or related field.
• SIE, Series 7, Series 63/65.
• 5+ years of experience in client service, relationship management, or operations leadership.
• Experience within wealth management, financial services, insurance, banking, or a related industry.
• Proven ability to lead teams and improve client service processes.
• Strong organizational, communication, and problem-solving skills.
• Proficiency with CRM systems and Microsoft Office Suite.

Technologies

• CRM systems
• Microsoft Office Suite
• Redtail CRM

Benefits

• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan

Position Summary

Globe Wealth Management seeks a proactive, client-focused Director of Client Relations to elevate the client experience across the firm. The role entails developing and managing client service standards, overseeing relationship processes, enhancing operational efficiency, and ensuring a consistently exceptional experience throughout the client lifecycle.

Key Performance Indicators

• Client retention rate
• Client satisfaction (NPS or survey scores)
• Client onboarding completion time
• Service request turnaround time
• Client review meeting completion rate
• CRM data integrity and workflow adherence
• Referral generation from existing clients
• Team productivity and engagement metrics

Vision for the Role

The Director of Client Relations is responsible for creating a scalable, exceptional client experience that converts satisfied clients into lifelong advocates of Globe Wealth Management.

Compensation Structure

• Base Salary: Competitive based on experience
• Performance bonus tied to client retention and satisfaction
• Firm growth bonus
• Leadership development opportunities
• Benefits package including health, retirement, PTO, and professional development reimbursement

Ideal Candidate Profile

A proactive leader who combines operational excellence with genuine relationship-building skills. They bring a hospitality mindset, meticulous attention to detail, and a passion for delivering exceptional client experiences. Thriving in a fast-paced environment, they are dedicated to helping Globe Wealth Management provide a world-class wealth management experience to every client.

Core Competencies

• Client-Centric Leadership
• Relationship Management
• Strategic Thinking
• Process Optimization
• Team Development
• Communication & Influence
• Problem Solving
• Accountability & Execution

Reports To

Executive Team

Direct Reports

Client Relations Team

Location

Concord, NH (onsite)

Work Location

In-Office

Education

Bachelor's (Preferred)

Relocation

Concord, NH 03301: Relocate before starting work (Required)

Shift

8 hour shift, Day shift

Pay

$80,000.00 - $90,000.00 per year

Job Type

Full-Time