The Client Relationship Manager (CRM) is responsible for a portfolio of dedicated clients, for whom he/she manages the client relationship on a daily basis. He/she ensures the quality of CACEIS services delivered and guarantees client satisfaction. As such, he/she plays a key role in execution of the commercial strategy by acting as a facilitator between the client and the internal CACEIS players involved in execution of the services.

Monitoring of the quality of the services provided

• Chair periodic committee meetings to monitor the quality of the CACEIS service according to the governance policy defined
• Intervene, as a point of contact with Operations, in the client complaint escalation procedure
• Supervise action plans in respect of his/her clients
• Assist Client Project Managers in the effective management of the client's projects
• Ensure that the necessary documentation (SLA, Ope Memos, action plan, etc.) is up to date and reviewed with clients and internally
• Ensure that all the associated CACEIS policies and procedures (risks, compliance, etc.) are followed
• Represent CACEIS at seminars, conferences and market meetings
• Potentially be responsible for pricing for certain transactions, in agreement with Client Coverage Executives
• Present the acceptance of a new file to the Risks and Compliance Committee, if necessary
• Potentially present a file to the Risks and Compliance Committee, in the event of a change in the business relationship
• Coordinate Client Satisfaction Surveys, feedback and management of action plans
• Contribute to the completeness of the AML/KYC file, in coordination with the dedicated teams
• Propose process reviews in the event of recurring client problems, in collaboration with the CSM

Know Your Customer and business development

• Analyse market information about clients (annual reports, press releases, etc.)
• Propose bespoke solutions to meet client needs, in line with client expectations and in coordination with the Client Team
• Use the main client satisfaction indicators available:
  o Analyse these indicators
  o Establish action plans in collaboration with the Client Team and monitor them during the Client Team Meeting
• Regularly inform the Client Team of news concerning clients in his/her portfolio
• Chair Service Reviews according to the defined governance (presentation of CACEIS news, quality indicators, project status, etc.) and determine the level of client satisfaction with the client
• Prepare and participate in Board of Directors meetings for clients with activities in Luxembourg

Development of commercial strategy

• Work in partnership with the Client Coverage Executive to define the actions contained in the “account plan” documentation (connectivity, competition, value proposition)
• Actively contribute to Account Reviews led by the Client Coverage Executive and his/her delegates
• Contribute to development and updating of the “client profile” documentation with a view to improving client satisfaction and business development
• Develop knowledge of the competitive landscape and stay up to date with the client’s perception of CACEIS

Responsibility for risks associated with clients in his/her portfolio

• Perform the necessary checks and analyses for assessment of risks relating to clients within his/her scope in accordance with the standards and procedures applicable within CACEIS

• Experience of attending and presenting at board / client meetings.
• Comprehensive working knowledge of one of the following (fund accounting, transfer agency, custody, trustee and financial reporting).
• Good knowledge of current regulatory developments affecting the funds’ industry
• Project management skills.
  
  

7+ years experience in the funds industry in a management level role.

French would be an advantage.