The Senior 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.

MAIN ACTIVITIES
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
 Develops a thorough understanding of client needs and key success factors:
o Analyse market information about clients (annual reports, press releases, etc.)
o 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
 Send an alert on risks detected if necessary

Bachelor Degree in Financial Services / Relevant Professional Qualifications desirable 

5+ years in fund services with a proven tack record in a client relationship management position at a senior level  

• Strategic thinker with strong client-first mindset
• Confident dealing with senior clients, boards and regulators
• Highly organized, proactive and used to managing multiple priorities
• Strong problem solver with excellent follow through

• Strong knowledge of Irish fund structure
• Proven track record in managing senior stakeholders and complex client portfolios
• Excellent communication, influencing and presentation skills
• Strong commercial awareness
• French an advantage