Senior Manager, FWA Member Experience; PL

Your Opportunity

The Family Wealth Alliance (FWA) connects the multifamily wealth community. We are the only membership organization focused on multifamily wealth firms: multifamily offices, high-end wealth management firms, trust companies, and the family office practices of private banks and law and accounting firms. Since 2003, we have curated a collaborative, peer-led network united by shared values and fueled by a desire to serve clients and the industry at the highest level.

Our membership represents the epicenter of industry thought leadership. We help our members build and foster key relationships through our vast resources, conferences, events, and peer networking opportunities, as well as industry-first research initiatives. Our Alliance Research arm has

released more than 30 industry reports and benchmarking studies since our founding, establishing us as the authority on North American multifamily offices.

We are seeking a dynamic and experienced Senior Manager of Member Experience to join our leadership team. This role is crucial in ensuring that our member firms have an exceptional experience with The Family Wealth Alliance. The ideal candidate will be a strategic thinker with a strong background in relationship management, business development, and client service. They will lead and manage the Member Experience Team, develop and implement retention strategies, and actively contribute to the firm’s strategic direction.

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, team 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 President of The Family Wealth Alliance.

• 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.
• Strategize on Retention:
  Identify at-risk firms and develop comprehensive retention plans to enhance member satisfaction and loyalty.
• Team Management:
  Lead and manage the Member Experience team, overseeing onboarding processes, curation of customized member experience plans, and tailored personalized introductions.
• Feedback and Improvement:
  Regularly evaluate the overall member experience and process, actively seeking and implementing feedback to continuously improve.
• Facilitate Networking:
  Moderate and facilitate executive leader round tables and breakout networking groups to enhance member engagement and collaboration.

• Relationship Building:
  Develop and maintain strong relationships with all key constituencies and prospects by attending in-person and virtual events, participating in conference calls, and conducting one-on-one calls and electronic communications.
• Pipeline Development:
  Lead the development and active nurturing of a robust pipeline of potential members, leveraging both our existing network and external industry sources.
• Member Benefits Expertise:
  Become an expert on all FWA member benefits, strategic initiatives, and special projects, and effectively communicate these to potential and existing members.
• Inbound Inquiries:
  Respond to inbound membership inquiries promptly and professionally.

• CRM Management:
  …