If you're passionate about delivering exceptional client experiences and building the systems that make them scale, this is your opportunity to shape how a world-class travel brand welcomes and retains its most valued clients. You'll lead a high-visibility function at the intersection of relationship management, operational excellence, and strategic growth — with direct impact on client satisfaction and long-term value.
As a Vice President of Client Engagement in the VWT by Chase Travel team, you will own the end-to-end client onboarding and engagement experience for ultra-high-net-worth individuals and families. You will serve as a strategic bridge across business development, client service, operations, and executive leadership — designing scalable programs, establishing meaningful engagement touchpoints, and using data to continuously improve conversion, retention, and client satisfaction.
Job responsibilities
- Own and continuously enhance the end-to-end onboarding experience for all new clients, ensuring every interaction reflects our service philosophy and brand standards
- Serve as a senior relationship leader for high-profile and complex client introductions, overseeing seamless handoffs to servicing teams
- Design and execute the client engagement strategy across key stages of the client lifecycle, including proactive touchpoint programs that strengthen relationships and drive advocacy
- Partner with business development leaders to optimize lead conversion and onboarding effectiveness
- Own visibility into the new-client pipeline from intake through successful onboarding, monitoring conversion rates, timelines, and satisfaction metrics
- Establish KPIs, dashboards, and reporting frameworks that deliver actionable insights to executive leadership
- Evaluate, implement, and optimize technology solutions that enhance the onboarding and engagement experience, including CRM utilization and automation
- Build scalable workflows, operating procedures, and service standards that support future growth while maintaining a high-touch client experience
- Oversee client recognition and gifting programs that reinforce long-term relationships
- Build, mentor, and lead a high-performing client engagement team, fostering a culture of accountability, innovation, and operational excellence
- Act as a trusted advisor and escalation point for complex client situations, collaborating across sales, service, operations, marketing, and technology teams
Required qualifications, capabilities, and skills
- 10 years of experience in client engagement, client experience, customer success, relationship management, hospitality, wealth management, luxury services, or a related field
- Demonstrated experience working directly with ultra-high-net-worth clients and executive stakeholders
- Proven success building and scaling onboarding, client experience, or customer success programs
- Strong strategic thinking and analytical capabilities with experience using data to drive business decisions
- Experience leading cross-functional initiatives and influencing senior leaders
- Deep understanding of CRM platforms, workflow tools, reporting technologies, and client engagement systems
- Exceptional executive presence, communication, and relationship-building skills
- Highly organized with the ability to balance strategic priorities and day-to-day operational execution
Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.