Client Engagement Manager (East Coast)

Join our team where your passion for exceptional service meets the power of one of the world's most trusted financial institutions. You'll shape the onboarding experience for high-net-worth clients, working at the intersection of premium hospitality and operational excellence. This is your opportunity to make a meaningful impact from day one — for clients and for your career.

As a Client Engagement Onboarding Manager in the VWT by Chase Travel team, you will own the new-client onboarding journey end-to-end, from lead intake through advisor handoff. You'll conduct high-touch consultations, build rich client profiles that enable exceptional personalization, and partner with cross-functional stakeholders to continuously raise the bar on client satisfaction and loyalty.

Job responsibilities

• Monitor lead intake channels and ensure timely outreach and follow-up in alignment with established service-level standards

• Conduct onboarding consultation calls to introduce Chase Travel services, set client expectations, and capture preferences that shape future travel planning

• Drive rigorous follow-up by ensuring each client interaction results in clear next steps, documented outcomes, and proactive communication

• Coordinate advisor assignment and handoff, ensuring seamless transitions with complete client context

• Build and maintain comprehensive personal travel profiles in the CRM to enable elevated personalization and seamless servicing

• Develop trusted client relationships quickly by translating insights into actionable guidance for travel advisors

• Identify pipeline bottlenecks and implement enhancements that improve efficiency, personalization, and conversion rates

• Maintain a structured scheduling process for engagement calls to deliver a consistent, premium client experience

• Protect data integrity by maintaining accurate, timely reporting in the lead dashboard and CRM in adherence to process standards

Required qualifications, capabilities, and skills

• Bachelor's degree or equivalent practical experience

• 3+ years of client-facing experience in client engagement, customer success, concierge, hospitality, or relationship management

• Experience supporting luxury and/or high-net-worth clientele with a high standard of discretion and service

• Strong operational discipline and attention to detail with the ability to manage multiple priorities without sacrificing quality

• Excellent communication and listening skills with the ability to quickly assess needs, set expectations, and drive to resolution

• Proficiency with CRM tools and client data management, ideally including Client Base and/or Salesforce

• Proficiency in Microsoft Office (Word, Excel, PowerPoint) for reporting and presentations

• Ability to perform in a remote environment with consistent responsiveness, accountability, and stakeholder communication

• Ability to work primarily PST business hours (standard 9-hour daytime shift) with flexibility to support EST-based onboarding as business needs require.

Preferred qualifications, capabilities, and skills

• Experience in the travel industry

• Client management or engagement certification (e.g., CCSM)

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.