Director of Family Office and Advisor Services

Chicago, Illinois
Family Office Exchange

Position Summary:

The Director of Family Office and Advisor Services is responsible for the design and implementation of the company’s core membership services, using growth and retention strategies that align with FOX’s strategic objectives. This role includes developing and leading the member servicing strategy and satisfaction levels with the goal of enhancing retention; analysis of renewals; management of the Relationship Managers (“RM”) who service our core members (including, but not limited to recruiting, training, and coaching); summarizing and reporting needs and trends across the member base; and knowledge gathering and oversight of the Member Services Manager and the Networks she manages. Our preference is to have this role work out of our conveniently located downtown Chicago location, but we are also open to considering candidates based in a major city such as Atlanta, Dallas, Los Angeles, New York, Philadelphia, San Francisco, or Seattle or remote location.

This role will include developing and executing a strategic plan for our core membership business within this target market, while simultaneously servicing current members and ensuring a 90% renewal rate for existing core members. This role is also part of the company’s Senior Management Team, including input into the operational plans for the organization and its relation to membership programs and services.

Duties and Responsibilities:

Leadership of Membership Team

• Lead, coach, and mentor RMs and Membership team to ensure they are exceeding expectations in the areas of member satisfaction, renewal rates and member referrals.
• Develop strategies and programs to stimulate member engagement that will result in a membership renewal rate targeted at 90%.
• Develop a clear value proposition for core members and a pricing strategy that generates a 15% profit margin on the loaded cost of services provided to members.
• Capture member business needs and establish short-term and long-term plans to meet their needs and to achieve member objectives and Advisor Referral targets.
• Will oversee and monitor projects that will add value to the membership experience.
• Responsible for delivery of impactful member services. This includes FOX Chat and FOX Network, the FOX Talent Bank, Business Introduction lists, Shared Templates, Member Satisfaction surveys, and any new opportunities to enhance the membership value.

Enhance Member Experience

• Plan, develop and implement new programs and ideas to promote and increase membership and membership involvement.
• Partner with internal resources to create and promote distinctive educational forums for members, including the annual Forum, special interest groups, periodic regional events, webcasts, and any other member gathering.
• Identify opportunities and collaborate with colleagues to enhance member benefits and services offered by FOX, while containing the cost of delivery to service members
• Direct, develop and accountable for new member onboarding.

Business Development

• Development of programs that are proven mechanisms to keep members engaged.
• Oversee current effective member referral programs.
• Participate in joint sales calls with prospects.
• Implement Center of Influence (“COI”) strategy developed by head of membership.

Membership Data Analysis

• Serve as champion and data steward of all core membership data, tracking and reporting, including but not limited to:
• Core Membership trend analysis by market type and region.
• Member related information including renewal data.
• Member experience throughout orientation and renewal process.
• Partner with Events and Knowledge Center to utilize survey data to increase level of satisfaction with member events.

Ideal Professional Experience

• Bachelor’s degree (B.A.) from four-year college or university; MBA preferred.
• Minimum of 5 years’ experience in a family office with responsibilities leading a client interfacing team. Proven experience in leading a relationship management team that has a strong service orientation. Philanthropic experience is a plus.
• The ability to be proactive, the ability to take initiative and to move issues and/or projects to closure without supervision.
• Knowledge of various FO software applications including familiarity with General Ledger, Portfolio Accounting, Trust Accounting, Partnership Accounting, Client Reporting/Portal Systems and CRM systems.
• Advanced knowledge of Microsoft 365 Office Suite.

Professional Attributes:

· A relationship driven person who understands clients’ needs and solutions.

· Highly motivated with a can-do attitude and willingness to work at both an operational and hands-on level and a passion for coaching and mentoring others.

· Ability to manage a team that must deal with unexpected issues in a professional manner to get results.

· Superior written and verbal communication skills with the ability to effectively present information and respond to questions from groups of family members, family office executives and the public.

· Ability to define problems, collect data, establish facts, and draw valid conclusions.

· Must have superior relationship building skills and enjoy working as part of a team.

· Able to understand, interpret and respond to complex product management, project delivery and problem resolution.

· Proven skills in the ability to prioritize and follow through effectively.

· Ability to organize multiple projects simultaneously in a multi-manager, entrepreneurial environment.

· Ability to maintain client confidentiality.

· Ability to remain calm in an ever-changing industry environment where priorities shift to meet client needs faster than our competition.

FOX offers a competitive benefits package, including medical, dental, vision, disability, and life insurance; a 401(k) plan; and a generous paid-time-off program. Salary for this position is commensurate with experience.

FOX is a great place to work for professionals with an interest in advancing the practice of wealth management worldwide. We were the first and continue to be the industry-leading membership organization that brings together families, family office executives, and trusted advisors to build a community focused on networking, continuous learning, and objective guidance. The community includes over 8,000 family leaders and sophisticated advisors from 500 organizations in 20 countries who utilize FOX’s resources each year.