Client Experience Manager

Armanino•Century City, CA

3d•Hybrid

About The Position

At Armanino, you determine your career path. This means it's possible to pursue challenges you are passionate about, in industries you care about. Armanino is proud to be Among the top 20 Largest Accounting and Consulting Firms in the Nation and one of the Best Places to Work. We have a community of resources that are ready and willing to support your ideas, build your skills and expand your professional network. We want you to integrate all aspects of your life with your career. At Armanino, we know you don't check-out of life when you check-in at work. That's why we've created a unique work environment where your passions, work, and family & friends can overlap. We want to help you achieve growth by giving you access to a network of smart and supportive people, willing to listen to your ideas.

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.

Nice To Haves

Experience supporting clients, guests, members, executives, or VIP stakeholders in a premium service environment preferred.

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.