Manager, FWA Member Experience

Your opportunity

The Manager of Member Experience is crucial in ensuring that our member firms have an exceptional experience with The Family Wealth Alliance. The ideal candidate will have a strong background in relationship management and client service.

In this role, you’ll be a key member of a small but mighty team with ample opportunities to build high-level professional connections and make significant contributions to a fast-growing organization. We are a boutique organization as well as a subsidiary of a large public corporation. The ability to embrace an entrepreneurial environment and act as a utility player supporting the entire team is essential. Excellent relationship management and communication skills are required. Experience in the family wealth/family office/ultra-high-net-worth (UHNW) industry is strongly preferred.

This position reports directly to the Director of Member Experience.

Primary Duties or Responsibilities:

• Maintain Professional Relationships: Foster and maintain professional internal and external relationships that reflect FWA’s mission, vision, and values, ensuring a high level of client service at every interaction. Be the primary point of contact to encourage FWA member engagement.
• Facilitate Networking:Initiate introductions and connections between members to foster a stronger community. Moderate executive leader roundtables and breakout networking groups to enhance member engagement and collaboration.
• Onboarding and Support: Provide comprehensive onboarding for new members and ongoing support and resources to help members maximize their membership benefits.
• Customized Solutions: Identify and address individual member needs through personalized service and tailored solutions.
• Collaboration: Work closely with other departments, such as marketing and events, to ensure a cohesive member experience.
• CRM Management: Utilize our CRM system and other database software to capture and track member and prospect information accurately.
• Benefit Expert:Develop expertise on all Family Wealth Alliance member benefits, strategic initiatives, and special projects.
• Additional Duties: Perform other related duties as required.

What you have

• Seven or more years of direct relationship management experience with a strong client service mentality.
• A bachelor’s degree is required; a master’s degree is preferred.

Interpersonal Skills

• Natural relationship builder with the ability to interact effectively with people at all levels, particularly C-suite executives.
• Friendly, kind, and empathetic with a strong client service orientation.
• Thrive in a collaborative environment and enjoy working collaboratively with a team.
• Exhibit sound and accurate judgment; trustworthy, discreet, ethical, and respectful of the confidential aspects of the firm's business and clients.

Organizational Skills

• Detail-oriented with exceptional follow-through.
• Ability to manage time, prioritize, and multitask effectively.
• Take pride in completing tasks on time with quality and reliability.
• Identify and resolve issues promptly.

Communication Skills

• Prompt, polite, professional, and effective communication via phone, email, and in person.
• Clear and concise communication with attention to detail, including accurate spelling and grammar.
• Professional poise in all interactions.

Motivation and Energy

• Creative and self-directed problem solver.
• Take initiative and seek increased responsibilities and developmental growth opportunities.
• Patient and adaptable to evolving business needs; comfortable with frequent changes in routine and process.

Technical Aptitude

• Proficient with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) on Windows OS.
• Comfortable learning new technical skills as needed, including videoconference and webinar software, CRM systems, and calendar platforms.