Client and Culture Coordinator
hace 1 día
Parsippany
Client & Culture Ambassador Role Summary The Client & Culture Ambassador is the human face of how OnePoint BFG shows up — to the clients we serve and to the team that serves them. This role owns the consistent execution of high-touch, hospitality-driven moments across both audiences, ensuring every client feels valued and every employee feels connected, regardless of office or geography. This is a program-owning Manager role, not a coordinator role. The Ambassador owns vendor relationships, budget, operating cadence, and measurable outcomes. The position exists because, at our scale and growth trajectory, client experience and employee culture are no longer separate disciplines — they are two expressions of the same operating discipline: the ability to deliver intentional, branded, repeatable moments at scale. Key Partners Advisors, Operations, HR, Marketing, Technology, Acquired-firm leadership during integrations Core Mandate Design, operate, and continuously improve the firm's two interconnected experience programs: • Client Delight Program — ensures every client interaction feels personal, polished, and branded, from first impression through every milestone of their journey with the firm., • Employee & Culture Program — ensures every employee, in every office, experiences the OnePoint BFG culture consistently — through events, recognition, milestone moments, and day-to-day signals of belonging. Key Responsibilities 1. Client Experience & Hospitality • Serve as the warm, polished "ambassador of first impressions", • Greet clients and visitors; ensure client names display on the lobby welcome screen and conference rooms reflect personal preferences., • Coordinate beverages, meals, and meeting setup with advisors; maintain an always-ready guest environment., • Conduct pre-meeting experience calls 48–72 hours in advance for select clients and brief advisors on client-specific preferences and context. 1. Employee & Culture Experience • In partnership with the Head of Culture, plan and execute firmwide culture events, workshops, town halls, and team experiences — both in-person and virtual., • Drive engagement and participation across all offices, ensuring no location feels like a "satellite.", • Create and distribute clear, polished internal communications related to events, culture initiatives, and recognition moments., • Maintain the firm's culture calendar and ensure a consistent rhythm of connection across locations., • Own the new-hire welcome experience — first-day kit, week-one touchpoints, and 30/60/90 check-in moments. 1. The OnePoint BFG "Moments Map" Own a single, unified framework that captures the moments that matter most across both audiences. Execute against it consistently and refresh it annually based on feedback and firm priorities. Client Lifecycle Moments Employee & Advisor Lifecycle Moments • Onboarding & welcome gift, • First annual review, • Birthdays & anniversaries, • Major life events (retirement, marriage, new child, loss), • Liquidity events & milestone wealth thresholds, • Referral thank-yous, • Year-end appreciation, • New hire welcome & week-one experience, • Work anniversaries & promotions, • Major life events (marriage, new child, loss), • Acquired-firm Day-One integration, • Cross-office team gatherings, • Recognition for wins (deals closed, NPS milestones), • Year-end firm celebration 1. Tiered Service Model At our scale, "magic moments for everyone, every time" is neither realistic nor strategic. The Ambassador will operate a clearly defined tiered model — in partnership with advisors and Life Coach — that ensures the most meaningful moments receive the highest-touch treatment, while every client and employee receives a consistent baseline experience. • Partner with Advisor Experience to define client tiers and corresponding service standards., • Partner with HR & Life Coach to define employee milestone standards (tenure, promotion, life events)., • Build CRM and workflows that automate baseline touches and surface higher-tier opportunities for personal attention. 1. Experience Operations & Data • Own a detailed preferences and milestones database for clients (in CRM) and employees (in CRM) — with disciplined intake processes so data quality compounds over time., • Partner with advisors and people managers via recurring touchpoints to capture preferences, anniversaries, and life events., • Maintain a firmwide library of tiered gifting options, milestone communication templates, cards, and experience tools., • Partner with Technology to build workflows that streamline gifting, surprise opportunities, and event communications., • Track feedback (client satisfaction, eNPS, event surveys) and propose enhancements quarterly. 1. Gifting & Personalization • Coordinate personalized gift program — sourcing, shipping, tracking, and timing — for both client and employee milestones., • Curate seasonal and themed touchpoints (holiday kits, year-in-review packages, summer welcome boxes, etc.)., • Create small, high-touch delight moments: handwritten notes, surprise gestures, personalized post-meeting follow-ups., • Maintain a curated, brand-aligned gift catalog with vetted vendors and clear price tiers. 1. Event Execution (Client + Employee) • Plan and execute firm events end-to-end: vendors, scheduling, materials, budgets, on-site or virtual hospitality, and follow-up., • Assemble or ship event kits, gifts, and materials for in-person and virtual events across regions., • Provide on-site hospitality support: greeting guests, registration, welcome tables, name tags, gift distribution., • Support multi-state events by preparing materials for advisors and team leads hosting in other regions., • Facilitate consistent follow-up — thank-you notes, recap communications, and feedback capture. 1. Swag & Branded Merchandise • Serve as the firm's primary point of contact with branded merchandise vendors — managing relationships, ordering, timelines, and inventory., • Coordinate branded giveaways for client onboarding, milestones, employee recognition, firm events, and advisor-hosted gatherings., • Recommend new branded merchandise based on client and employee feedback, seasonality, and firm initiatives., • Ensure cohesive brand standards in partnership with Marketing across every item the firm puts in a client's or employee's hands., • Track inventory so commonly used swag is always available — never a stockout that delays a moment. What This Role Is Not • Not an operations or paperwork role — onboarding documents, account opening, and back-office tasks remain with Operations., • Not a compliance or HR generalist role — performance management, employee relations, and benefits sit with HR., • Not a marketing strategy or brand-design role — partners with Marketing but does not own brand strategy or external campaigns., • Not a purely administrative role — this is a program-owning Manager role with budget, vendor, and outcome accountability. How Success Will Be Measured • Client experience: measurable lift in client satisfaction / NPS, retention indicators, and qualitative feedback from advisors and clients., • Employee experience: improvement in eNPS, event participation rates, and culture-survey indicators across all offices., • Execution discipline: on-time delivery rate for milestone moments (target 98%+); zero stockouts on core swag; event execution within budget., • M&A integration: time-to-connection for acquired team members and clients; qualitative feedback from acquired-firm leadership., • Operating leverage: cost per touch and cost per event trending down year-over-year as scale increases, without compromising quality., • Consistency: parity in experience indicators across HQ and remote offices. Ideal Candidate Profile Experience • 3–7 years in hospitality, concierge, luxury retail, events, employee engagement, or another high-touch service environment — ideally a blend of client-facing and internal-culture experience., • Track record of owning a program end-to-end (not just executing tasks): defining standards, managing vendors, controlling budget, and reporting outcomes., • Experience operating across multiple locations or remote teams strongly preferred., • Prior financial services experience helpful but not required — cultural fit and service instincts outweigh industry background. Capabilities • Warm, polished, professional presence — equally at ease with a UHNW client, an advisor partner, a new hire, and a vendor., • Exceptional written and verbal communication; can draft a polished firmwide note and a personal handwritten card with equal craft., • Highly organized with relentless attention to detail; nothing falls through the cracks., • Comfortable with technology — CRM (Salesforce or similar), HRIS, gifting platforms, event-management tools. Curious about how AI and workflow automation can extend the role's reach., • Strong project-management instincts; able to run multiple parallel workstreams without losing the human touch., • Sound budget judgment and vendor-management discipline. Mindset & Values Fit • Operates with integrity — keeps promises, surfaces risks, owns misses and fixes., • Leads with emotional intelligence — listens actively, reads the room, responds with empathy., • Does what they say — commitments turn into delivery, on time, every time., • Creates clarity — proactive communicator who confirms understanding before acting., • Owns the outcome — stays with the moment until it lands the way it should., • Genuinely loves people — finds energy, not friction, in creating moments for others.