Director, Relationship Management - Family Office Services

Salary Range $200,000.00 - $225,000.00 Salary/year Level Management

Description

About Cresset

Cresset is a firm built by clients, for clients. As an independent, award-winning multi-family office and private investment firm, we are reimagining the way wealth is experienced. Our purpose is to help ensure that both wealth and life are fully optimizedintegrated, intentional, and aligned with each client's vision of success.

We provide access to the caliber of talent, ideas, and investment opportunities typically available to the largest single-family offices and institutions. Our approach is personalized, entrepreneurial, and client-first.

Proudly owned by our clients and employees, Cresset was built to endure. We are creating a 100+ year firmone focused on delivering an exceptional experience, not only for the families we serve but for the team that serves them. Recognized by Barron's and Forbes among the nation's top RIA firms, and as one of the industry's best places to work, Cresset is guided by long-term relationships, shared success, and a belief that wealth should serve a life well lived.

Key Responsibilities

The Family Office Relationship Manager serves as the primary relationship lead and trusted advisor for Ultra-High Net Worth (UHNW) individuals and families, overseeing the coordination of complex personal, financial, insurance, operational, governance and education, and lifestyle matters across the family office environment. This role is responsible for developing and executing the overall relationship strategy for assigned families while cultivating deep, long-term relationships built on trust, responsiveness, discretion, and exceptional service delivery. The Relationship Manager ensures the seamless execution of highly customized services aligned with each family's unique objectives, values, governance structures, and legacy priorities, while maintaining accountability for client satisfaction, relationship retention, and opportunities for service expansion and growth.

Acting as the central point of orchestration across the family office ecosystem, the Family Office Relationship Manager partners closely with internal teams, external advisors, and specialized service providers to coordinate integrated service delivery and ensure continuity, accountability, and a consistently elevated client experience. This role oversees the customization and implementation of family office service models based on evolving client needs and serves as the primary escalation point for complex or sensitive client matters, exercising sound judgment, professionalism, and problem-solving capabilities to resolve issues effectively and maintain client trust.

The ideal candidate combines exceptional relationship management skills, operational leadership, strategic thinking, emotional intelligence, discretion, and organizational excellence with the ability to navigate sophisticated family dynamics, manage competing priorities, and lead through complexity. This individual is expected to provide leadership, mentorship, and guidance to junior team members while fostering a culture of collaboration, accountability, responsiveness, and client-first service excellence.

Relationship Management

• Serve as the primary relationship lead and trusted point of contact for UHNW individuals and families.
• Develop a deep understanding of each client's personal preferences, family dynamics, governance structures, philanthropic interests, and long-term priorities.
• Build and maintain trusted, multigenerational relationships through proactive communication, responsiveness, transparency, and exceptional service delivery.
• Anticipate client needs and proactively coordinate solutions that simplify complexity and enhance the overall family office experience.
• Develop customized relationship plans, meeting agendas, presentations, and follow-up action items to support evolving family objectives.
• Serve as a central strategic liaison across family stakeholders and advisory networks as needed.
• Maintain the highest standards of confidentiality, professionalism, and discretion in all client interactions.
• Utilize Salesforce as the system of record for client data and activity.

Family Office Coordination & Oversight

• Coordinate the delivery of integrated family office services, including:
• Family governance support
• Lifestyle and household coordination
• Accounting and bill pay oversight
• Cash flow and reporting coordination
• Philanthropic administration
• Trust and estate coordination
• Tax and legal advisor coordination
• Insurance and risk management coordination
• Special projects and strategic initiatives
• Partner closely with internal operational and technical teams to ensure services are executed accurately, efficiently, and in alignment with established standards and family expectations.
• Review reports, statements, and deliverables to ensure they are accurate, client-friendly, timely, and actionable.
• Oversee onboarding and implementation processes for new family relationships and expanded service offerings.
• Coordinate across multiple advisors and service providers to ensure alignment, accountability, and continuity of service delivery.
• Identify opportunities to improve processes, communication workflows, and service delivery models that enhance the client experience.
• Incorporate technology and digital tools to improve organization, communication, reporting, and operational efficiency.

Strategic Engagement & Business Development

• Contribute to the growth and development of the family office platform through strong relationship management and referral generation.
• Cultivate relationships with centers of influence, including attorneys, accountants, consultants, and other professional advisors serving UHNW families.
• Participate in industry events, networking opportunities, and relationship-building initiatives to strengthen the firm's visibility and reputation.
• Identify opportunities to expand and enhance services based on client needs and evolving family priorities.
• Support leadership with strategic initiatives, client engagement planning, pipeline management, and service enhancement opportunities.
• Assist in the development of client-facing materials, presentations, and relationship management resources.

Leadership & Team Collaboration

• Partner collaboratively across internal teams to ensure seamless and coordinated client service delivery.
• Provide mentorship, guidance, and support to junior team members and client service professionals.
• Foster a culture of responsiveness, accountability, professionalism, and service excellence.
• Assist with onboarding, training, and development initiatives for team members.
• Support process improvement efforts and contribute strategic feedback to leadership regarding operational efficiencies and client experience enhancements.

Professional Excellence

• Demonstrate exceptional judgment, professionalism, and emotional intelligence in managing sensitive client matters.
• Maintain a forward-thinking mindset focused on continuous improvement and elevated client service standards.
• Operate effectively in fast-paced, highly personalized, and evolving environments.
• Uphold all internal policies, compliance expectations, confidentiality standards, and fiduciary responsibilities applicable to the role.
• Pursue ongoing professional development and remain informed on trends, best practices, and emerging issues impacting UHNW families and family offices.

Qualifications

• Bachelor's degree in Business Administration, Finance, Communications, Hospitality, Economics, or related field preferred.
• 10+ years of experience in family office services, private client services, client relationship management, or other high-touch UHNW client environments.
• Experience supporting sophisticated UHNW individuals, families, executives, entrepreneurs, or multi-generational family structures strongly preferred.
• Proven ability to manage complex relationships and coordinate multiple priorities simultaneously.
• Strong organizational, communication, and problem-solving skills.
• Demonstrated ability to operate with discretion and professionalism in highly confidential environments.
• Experience collaborating with external advisors and coordinating multidisciplinary service providers preferred.
• Ability to balance strategic relationship management with hands-on execution and operational support when necessary.

What We Offer:

At Cresset, we focus on people first. As a service business, our people are our assets. Engaging our clients and employees is our highest priority. Salary will be based on factors including, but not limited to, experience, licenses/certifications, industry knowledge, and geographic location. Cresset offers a competitive compensation package including an annual incentive and a benefits package to all full-time employees including medical, dental, vision, life insurance, 401(k) retirement plan, health savings accounts, short and long-term disability insurance, voluntary critical and accident insurance, and pre-tax parking and transportation programs. Aligning employee and organizational interests, all employees receive equity in Cresset.

Equal Employment Opportunity

It is the policy of Cresset to ensure equal employment opportunity (EEO) for all employees and applicants for employment without regard to race, color, religion, sex, pregnancy (including childbirth