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Walton Enterprises · 2 hours ago

Director of Client Services & Senior Advisor

Bentonville, AR

Full-time

Hybrid

Director/Executive

$438K/yr - $548K/yr

20+ years exp

Walton Enterprises is a family-led organization supporting the personal, philanthropic, and business activities for the Walton family. They are seeking a Director of Client Services & Senior Advisor who will lead the Client Services Advisors while managing client relationships to ensure a high-quality client experience and operational effectiveness.

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Comp. & Benefits

Responsibilities

Lead and coach the CSA team; model best-in-class client service for one assigned household

Run the operating rhythm (weekly standups, monthly reviews, quarterly/annual planning); maintain agendas, pre-reads, and decision/action logs

Set work quality expectations; review key deliverables for clarity, completeness, and audience-right communication; drive continuous improvement

Manage capacity and workflow allocation; coordinate coverage and surge support; escalate constraints to the President early

Administer team operations: approve PTO, review/approve expenses and time entries, and coordinate with Finance on budget tracking

Recruit, onboard, and develop CSAs; maintain role descriptions, interview guides, and training plans

Partner with the President to set Client Services strategy, goals, and service standards; contribute to annual planning, budget, and headcount proposals

Translate strategic decisions into pragmatic implementation plans (process, templates, tooling) and lead change management with the team

Align Client Services with internal shared services (Accounting/Finance/FP&A, Technology, HR, Communications, Legal/Risk, Real Estate, Security, Tax/Wealth Planning) and with external advisors

Serve as the primary relationship manager for one household, delivering a curated and highly personal client experience

Provide thoughtful planning and advice for the household using personal expertise and the others’ expertise

Proactively surface planning opportunities and coordinate the right internal/external experts; manage vendor selection, onboarding, and performance as appropriate

Own the household workplan; ensure milestones, deliverables, and decision rights are clear and on time

Establish and run household cadences; produce executive-ready materials that synthesize complex topics; tailor the “last mile” for audience and context

Provide targeted support to other households through their CSAs, with heavy support from the President for complex or sensitive matters

Maintain standard tools/templates (reporting packages, planning cycles, DOAs/SLAs, communications norms) and drive team-wide adoption

Ensure each household maintains a living Service Agreement; uphold documentation, auditability, and decision discipline

Track risks, issues, and follow-ups; shepherd escalations through defined forums and leadership channels

Maintain a lightweight operating system for Client Services (templates, trackers, knowledge base, and shared calendars); ensure version control and findability

Drive consistent use of CRM/task management; publish a monthly dashboard (timeliness, rework, satisfaction, risks) and a quarterly retrospective with improvement actions

Coordinate vendor governance with subject-matter leads; ensure deliverables meet WEI standards

Qualification

Client Services StrategyRelationship ManagementFinancial AcumenCross-Functional LeadershipWealth PlanningProject ManagementCommunication SkillsTeam LeadershipOperational ExcellenceLearning OrientationAudience-Right CommunicationTeam-First Mindset

Required

20+ years of progressive experience in a family office, private client services, or complex program/account management environment, including direct leadership of relationship managers

Demonstrated excellence serving ultra-high-net-worth principals and their ecosystems; adept at diplomacy, discretion, empathy, and judgment

Strong financial acumen and understanding of wealth planning processes and outcomes; comfortable coordinating multi-disciplinary experts

Proven cross-functional project/program leadership (workplanning, RACI, dependency and risk management, facilitation, vendor coordination, budgeting fundamentals)

Outstanding written and verbal communication; able to translate technical content (legal, tax, investment, real estate, technology) into clear next steps and decisions

Bachelor's degree required