Within CACEIS Bank, Luxembourg Branch, you will join the Private Equity & Real Estate Solutions (PERES) department, which delivers a comprehensive and tailored service offering to Private Equity, Real Estate and Securitization funds, covering the full lifecycle of alternative investment structures. 

Within the PERES department, you will be part of the Central Administration team. Your mission is to manage client relationships and continuously improve service quality by ensuring responsiveness, coordination and effective handling of operational requests.

Role
As a Client Support Manager, you will play a key strategic role in client relationship management, acting as the primary point of contact for assigned clients and serving as the interface between clients and operational teams (Accounting, Transfer Agency, Reporting functions). You will be the client’s trusted contact, able to provide first-level answers, clarify operational constraints, and efficiently coordinate internal stakeholders to ensure timely and realistic responses to client needs. You are expected to represent both the client’s interests and the bank’s operational reality, ensuring a high-quality service while maintaining feasibility and compliance with internal processes.

This position offers a strategic and transversal role within PERES, providing a global view of the department’s activities and direct exposure to clients. As a Client Support Manager, you will actively contribute to enhancing client satisfaction, strengthening long-term partnerships, and positioning CACEIS as a trusted and reliable partner in the alternative investment industry.

You will:

- Act as the main point of contact for clients regarding operational and service-related matters.
- Monitor and actively manage client satisfaction and service quality.
- Ensure end-to-end follow-up of client requests, including complex or sensitive topics.
- Manage and track operational issues, coordinating with internal teams to drive resolution.
- Maintain regular and proactive client communication, anticipating needs and potential issues.
- Analyze client requests and distinguish between client expectations and operational feasibility, preserving a constructive and long-term relationship.
- Prepare and present client presentations (including service reviews).
- Define, implement and monitor short, medium and long-term action plans to address recurring issues and prevent dissatisfaction.
- Prepare, produce and monitor client KPIs,
- Represent your business line during client governance meetings (Operational Committees, Service Reviews, …) and internal meetings.
- Participate in RFP processes and client onboarding activities, contributing operational expertise and client knowledge.
 

#LI-CV1

As part of the finalization of the recruitment process, the preselected candidate will be asked for the bulletin n°3 of the Luxembourg criminal record (or equivalent for non-residents) dating back less than 3 months, given the field of activity of our establishment.

Diploma in Finance, Economics or Commerce.

Soft skills

- Excellent communication and interpersonal skills
- Strong client relationship management capabilities
- Ability to manage complex and high-pressure situations while remaining calm and solution-oriented
- High level of stress resilience and emotional intelligence
- Strong problem-solving mindset and pragmatism
- Ability to say “no” when necessary, while maintaining trust and a positive client relationship
- Autonomous, proactive and resourceful
- Strong sense of responsibility and ownership
 

Technical skills

- Good understanding of investment fund operations
- Knowledge of accounting, TA and reporting processes
- Ability to analyze operational issues and translate them into actionable solutions
- Experience with service monitoring, KPIs and action plans
- Familiarity with RFP and onboarding processes is a strong asset
- Strong ability to navigate in operational systems / global files in order to respond efficiently to client requests without systematic support and/or escalation.

Pack office.