Client Experience & Referral Manager
Top Benefits
About the role
Client Experience & Referral Manager
Location: Ontario (Hybrid) Company: RFL Wealth Management Employment Type: Full-Time
At RFL Wealth Management, we help professionals build a Rich, Fulfilling Life™ through high touch financial planning, relationship-driven guidance, and long-term strategic thinking. We are not a traditional wealth firm. We are building a modern, fast-growing advisory company focused on exceptional client experience, meaningful relationships, and long-term impact. Our environment is entrepreneurial, fast-paced, collaborative, and growth-oriented.
About the Role At RFL Wealth Management, we believe exceptional client experiences are the foundation of long-term relationships and organic growth. We are seeking a Client Experience & Referral Manager to design, implement, and continuously enhance every stage of the client journey after they become an RFL client. This role is responsible for creating memorable experiences, strengthening client relationships, and building a referral ecosystem that turns satisfied clients into lifelong advocates. If you are passionate about hospitality, personalization, relationship-building, and creating systems that delight clients, we'd love to meet you. You will build and manage the systems that make clients feel genuinely valued, remembered, and connected to RFL.
Key Responsibilities Client Experience Own and continuously improve the post-sale client journey. Design and manage onboarding, welcome experiences, milestone celebrations, appreciation initiatives, and client re-engagement campaigns. Ensure every client interaction reflects RFL's premium brand and commitment to exceptional service. Referral & Client Advocacy Develop and manage RFL's referral program and client ambassador strategy. Create referral touchpoints, tracking processes, recognition initiatives, and reporting systems. Foster a referral culture driven by outstanding client experiences rather than scripted requests. Platinum Client Program Lead the strategy and execution of the RFL Platinum Program. Manage VIP onboarding, concierge-style services, exclusive communications, and ambassador engagement initiatives. Continuously enhance the value and exclusivity of the Platinum experience. Client Personalization Develop systems for collecting and maintaining meaningful client insights, including family details, important milestones, interests, and preferences. Use client intelligence to deliver thoughtful, personalized experiences. Recognition & Events Design and Manage gifting and recognition programs, including birthdays, anniversaries, career milestones, holidays, and appreciation initiatives. Collaborate with the Events Team to deliver client appreciation events, VIP experiences, and community-building activities. Maintain high standards for quality, personalization, and brand alignment. Client Feedback & Continuous Improvement Develop systems to collect client feedback, testimonials, and satisfaction data. Identify opportunities to improve the client experience and eliminate service friction. Build and maintain scalable workflows, SOPs, communication standards, and CRM processes.
What Success Looks Like Within your first year, you will have: Implemented a consistent onboarding experience for every client. Established a structured referral and client advocacy program. Increased client engagement and referral activity. Successfully launched and grown the RFL Platinum Program. Developed personalized client experiences that strengthen long-term loyalty. Helped position RFL as a firm known for exceptional client care.
What We're Looking For Bachelor's degree in Business, Marketing, Hospitality, Communications, Public Relations, or a related field is preferred. Equivalent professional experience will also be considered. 3–5+ years in Client Experience, Customer Success, Hospitality, Luxury Service, Relationship Management, or Community Building. Experience designing and improving client-facing processes. Strong project management and organizational skills. Experience using CRM systems and workflow automation tools.
Skills & Attributes Relationship-focused with exceptional interpersonal skills. Highly organized with strong attention to detail. Hospitality and service mindset. Emotionally intelligent and proactive. Systems thinker with excellent problem-solving abilities. Outstanding written and verbal communication. High standards, ownership, and professionalism.
Work Arrangement Based in Ontario. Hybrid work environment. Occasional travel for client events, vendor meetings, and special initiatives. Flexibility to support occasional evening or weekend client events.
Why Join RFL? This is an opportunity to shape one of the most important aspects of our business—our client experience. You'll have the autonomy to build meaningful programs, create memorable moments, and develop systems that strengthen relationships, increase referrals, and contribute directly to the firm's long-term growth. If you believe exceptional experiences create exceptional businesses, we'd love to hear from you.
What We Offer • Competitive base salary, commensurate with experience between the range of CAD 75000 - CAD 85,000 · Health and Wellness spending account. · Paid time-off. · Additional day off for each statutory holiday as part of RFL culture. · Structured training and clear career progression. · Exposure to the financial advisory and investment industry. · Supportive, compliance-driven fully remote work environment.
Compensation & Structure: · Employment status: Full-time employee. Fully remote. · Hours of work: o Standard workweek of 40 hours. o Overtime, where applicable, will be compensated in accordance with the Ontario Employment Standards Act (ESA). · This role is an incremental addition to the existing team, with high ownership and visibility, created to support the company’s growth objectives. AODA Statement Accommodations are available on request for candidates participating in the selection process. If you require specific accommodation, please let us know. RFL Wealth uses automated tools, including artificial intelligence, to support parts of the recruitment process. RFL Wealth Management is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status or any other class or status in accordance with applicable federal, provincial and local laws.
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Client Experience & Referral Manager
Top Benefits
About the role
Client Experience & Referral Manager
Location: Ontario (Hybrid) Company: RFL Wealth Management Employment Type: Full-Time
At RFL Wealth Management, we help professionals build a Rich, Fulfilling Life™ through high touch financial planning, relationship-driven guidance, and long-term strategic thinking. We are not a traditional wealth firm. We are building a modern, fast-growing advisory company focused on exceptional client experience, meaningful relationships, and long-term impact. Our environment is entrepreneurial, fast-paced, collaborative, and growth-oriented.
About the Role At RFL Wealth Management, we believe exceptional client experiences are the foundation of long-term relationships and organic growth. We are seeking a Client Experience & Referral Manager to design, implement, and continuously enhance every stage of the client journey after they become an RFL client. This role is responsible for creating memorable experiences, strengthening client relationships, and building a referral ecosystem that turns satisfied clients into lifelong advocates. If you are passionate about hospitality, personalization, relationship-building, and creating systems that delight clients, we'd love to meet you. You will build and manage the systems that make clients feel genuinely valued, remembered, and connected to RFL.
Key Responsibilities Client Experience Own and continuously improve the post-sale client journey. Design and manage onboarding, welcome experiences, milestone celebrations, appreciation initiatives, and client re-engagement campaigns. Ensure every client interaction reflects RFL's premium brand and commitment to exceptional service. Referral & Client Advocacy Develop and manage RFL's referral program and client ambassador strategy. Create referral touchpoints, tracking processes, recognition initiatives, and reporting systems. Foster a referral culture driven by outstanding client experiences rather than scripted requests. Platinum Client Program Lead the strategy and execution of the RFL Platinum Program. Manage VIP onboarding, concierge-style services, exclusive communications, and ambassador engagement initiatives. Continuously enhance the value and exclusivity of the Platinum experience. Client Personalization Develop systems for collecting and maintaining meaningful client insights, including family details, important milestones, interests, and preferences. Use client intelligence to deliver thoughtful, personalized experiences. Recognition & Events Design and Manage gifting and recognition programs, including birthdays, anniversaries, career milestones, holidays, and appreciation initiatives. Collaborate with the Events Team to deliver client appreciation events, VIP experiences, and community-building activities. Maintain high standards for quality, personalization, and brand alignment. Client Feedback & Continuous Improvement Develop systems to collect client feedback, testimonials, and satisfaction data. Identify opportunities to improve the client experience and eliminate service friction. Build and maintain scalable workflows, SOPs, communication standards, and CRM processes.
What Success Looks Like Within your first year, you will have: Implemented a consistent onboarding experience for every client. Established a structured referral and client advocacy program. Increased client engagement and referral activity. Successfully launched and grown the RFL Platinum Program. Developed personalized client experiences that strengthen long-term loyalty. Helped position RFL as a firm known for exceptional client care.
What We're Looking For Bachelor's degree in Business, Marketing, Hospitality, Communications, Public Relations, or a related field is preferred. Equivalent professional experience will also be considered. 3–5+ years in Client Experience, Customer Success, Hospitality, Luxury Service, Relationship Management, or Community Building. Experience designing and improving client-facing processes. Strong project management and organizational skills. Experience using CRM systems and workflow automation tools.
Skills & Attributes Relationship-focused with exceptional interpersonal skills. Highly organized with strong attention to detail. Hospitality and service mindset. Emotionally intelligent and proactive. Systems thinker with excellent problem-solving abilities. Outstanding written and verbal communication. High standards, ownership, and professionalism.
Work Arrangement Based in Ontario. Hybrid work environment. Occasional travel for client events, vendor meetings, and special initiatives. Flexibility to support occasional evening or weekend client events.
Why Join RFL? This is an opportunity to shape one of the most important aspects of our business—our client experience. You'll have the autonomy to build meaningful programs, create memorable moments, and develop systems that strengthen relationships, increase referrals, and contribute directly to the firm's long-term growth. If you believe exceptional experiences create exceptional businesses, we'd love to hear from you.
What We Offer • Competitive base salary, commensurate with experience between the range of CAD 75000 - CAD 85,000 · Health and Wellness spending account. · Paid time-off. · Additional day off for each statutory holiday as part of RFL culture. · Structured training and clear career progression. · Exposure to the financial advisory and investment industry. · Supportive, compliance-driven fully remote work environment.
Compensation & Structure: · Employment status: Full-time employee. Fully remote. · Hours of work: o Standard workweek of 40 hours. o Overtime, where applicable, will be compensated in accordance with the Ontario Employment Standards Act (ESA). · This role is an incremental addition to the existing team, with high ownership and visibility, created to support the company’s growth objectives. AODA Statement Accommodations are available on request for candidates participating in the selection process. If you require specific accommodation, please let us know. RFL Wealth uses automated tools, including artificial intelligence, to support parts of the recruitment process. RFL Wealth Management is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status or any other class or status in accordance with applicable federal, provincial and local laws.