Director of Client Experience

Director of Client Experience Route Networking Group (RNG Group) Boise, ID Job Details $90,000 - $130,000 a year 1 hour ago Qualifications ROI Full Job Description Client Overview Our client is a growing wealth management firm in Boise, Idaho, operating under the Northwestern Mutual network. They serve individuals and families with comprehensive financial planning, investment management, and estate planning and they're about to change how every one of those clients experiences their firm. The Opportunity Our client is creating an entirely new function within their company and are looking for a Client Experience and Marketing leader to build it from the ground up. This isn't a role where you'll inherit a playbook. You'll write it. As their first-ever Director of Client Experience, you'll join their executive leadership team on day 1 and own the full arc of how clients experience them from the first time they hear their name to the legacy conversations that span generations. What You'll Do Design the Client Journey You'll architect a segmentation-based client experience across every touchpoint; onboarding, ongoing service, events, digital communication, and long-term relationship management. Their client segments are defined by recurring revenue, and you'll ensure each tier receives a differentiated, intentional experience that matches their needs and expectations. Own Marketing Strategy You'll serve as the firm's marketing leader managing their relationship with external partners, overseeing social media, drip campaigns, content development, video, and landingpages. You'll evaluate and deploy lead generation platforms to grow their pipeline. You won't necessarily create every asset yourself, but you'll own the strategy and coordinate the execution. Manage Advisor Capacity You'll track and manage the bandwidth of their financial representatives based on household count by segment. This means building dashboards, partnering with leadership on staffing decisions, and ensuring their advisors are allocated in a way that matches their service commitments. Drive Measurable Outcomes You'll own three key metrics on their company scorecard: Net Promoter Score, referral rate, and client event count. You'll be accountable for moving these numbers, not just reporting on them. Sit at the Leadership Table This is a full seat on their executive leadership team from Day 1. You'll participate in weekly leadership meetings, own quarterly strategic priorities, and contribute to the firm's long-term vision and planning. Your voice will carry equal weight alongside every other leader in the company. What They're looking for A builder. You've designed and launched client experience programs before — not just optimized existing ones. You thrive when starting from a blank page. A strategic operator. You can develop a 12-month plan and execute the details. You're comfortable managing vendor relationships, coordinating content production, and building dashboards all in the same week. A connector. You have high emotional intelligence and can work effectively with financial advisors, clients, external agencies, and fellow executives. You represent the brand in everything you do. A data-informed decision maker. You're comfortable with CRM systems, analytics, and using data to drive segmentation, targeting, and continuous improvement. A n entrepreneurial spirit. This is a department of one at launch. You'll have budget, executive support, and strong external partners but the initiative and ownership must come from you. Your Background Proven experience building client experience or customer experience programs from scratch Experience with segmentation-based service models Track record managing marketing channels: social media, content, email/drip campaigns, events Experience managing external agency and vendor relationships Budget management and ROI reporting experience Strong project management skills across multiple simultaneous workstreams Industry is open — financial services, hospitality, luxury brands, SaaS, agency, or any background where you've built and shaped how clients experience a brand. What Success Looks like In your first 90 days, you'll audit the current client experience, map the full client journey, identify the top opportunities for improvement, and deliver a strategic plan with clear quarterly milestones. In your first year, you'll have a fully operational, segmentation-based client experience model running, a concierge onboarding process live and getting great feedback, baseline NPS established, referral rate trending upward, and a full calendar of client events executed. No securities or insurance licenses are required. Relevant certifications (CCXP, PMP, HubSpot, etc.) are a plus but not mandatory.