Managing Director, Head of Relationship Management and Client Experience

Reporting to the Chief Client Officer, the Managing Director, Head of Relationship Management and Client Experience is responsible for overseeing the end-to-end client experience, ensuring that every client interaction is coordinated, responsive, and aligned with IMCO’s standards and service model. In addition, the position serves as the principal relationship manager for many of IMCO’s clients, fostering strong, trusted partnerships. This senior leadership role will also be responsible for setting strategy and a framework to optimize the client support model, ensuring the model continues to support the unique needs of our clients and integrating new clients into IMCO.

The Managing Director, Head of Relationship Management and Client Experience is responsible for designing, implementing, and continuously improving the full client journey from onboarding through ongoing engagement to ensure a seamless and consistent experience. They will oversee IMCO’s annual client engagement survey, lead and execute client events and oversee IMCO’s client communication framework. This position is critical being the first point of contact to effectively manage and triage client requests and expectations within the CRM team or internal teams. This senior leader of the team works with other CRM leaders to ensure the flow of information and communication is set up in a way that the process runs smoothly and efficiently and reduces any unnecessary challenges and duplication or miscommunication in the channels.

This position will serve as both the strategic leader and day-to-day contact for IMCO clients. This role will partner with the broader CRM leadership team and other leaders across IMCO to lead initiatives and activities that support building and strengthening relationships with the organization’s current and prospective clients. The incumbent is also expected to manage by influence and forge strong relationships with internal stakeholders for the purpose of ensuring client interests are at the forefront and there is an ongoing awareness and understanding of client objectives and aligned requirements. This position requires a strong client acumen to navigate client challenges and is the escalation contact to continuously support a client-centric culture throughout IMCO, where the objective is to align on expectations of key deliverables and engagement model and continuously work toward enhancing the client experience.

As a senior leader on the CRM team, this individual plays a central role in building strong client and industry relationships, demonstrating deep investment knowledge and advisory expertise. They bring strong communication and presentation skills, a solid grasp of institutional servicing best practices, and act as a senior relationship lead. Internally, they foster a client-centric culture, advocate for client needs, and ensure IMCO’s resources and support model are equipped to adapt and clearly communicated.

Similarly, this position is expected to demonstrate leadership internally by fostering a client-centric tone and as a strong advocate for client needs. The leader is also expected to exude strong leadership in ensuring IMCO’s resources and capabilities are able to sustain and handle any client support model changes and clearly communicating what we provide as part of the client support model.

• Serve as the principal relationship manager for key clients, acting as the central point of contact and ensuring timely resolution of inquiries, issues, and feedback.
• Ensure IMCO’s client relations and service model is responsive to client needs, integrates clients effectively into the organization, and aligns with strategic priorities
• Analyze client feedback and engagement data to identify trends, inform strategy, and drive continuous improvement across touchpoints.
• Establish clear protocols for managing client escalations, ensuring issues are triaged effectively and resolved in a timely, transparent manner
• Ensure all client interactions reflect IMCO’s brand, values, and commitment to excellence.
• Accountable for building and sustaining a high performing and engaged team. The role requires active management, providing coaching and development opportunities for the team.
• Sets overall tone and engagement levels with our clients in accordance with our client support model.
• Help articulate client success and IMCO investment communications to our clients.
• Partners with Chief Client Officer and communications team on crafting the tone and story on client communications.
• Build out the overall implementation and execution of a client centric strategy and framework.
• Create and develop with CRM peers the client investment education program and client portal.
• Plays an active role in presenting to client executives, client Board meetings or IMCO board
• Negotiate and manage expectations of clients around any needs or preferences that go beyond IMCO’s client reporting framework and mitigate requests for reporting that is not “fit-for-purpose”.
• Create and manage client service agreements and client’s compliance with agreements and address any issues promptly.
• Build and maintain longstanding, trusted relationships with clients. Establishing confidence in our delivery in customer support, reporting and ad-hoc requests.
• Maintain an expert understanding of all aspects of the client profile, including investment objectives, return expectations, risk tolerance, time horizon, liquidity constraints, liability obligations, legislative constraints, and key stakeholders.
• Interface and liaise with new clients during the onboarding process to ensure seamless transition into IMCO’s relationship management and service framework.
• Develop and implement strategies to enhance client satisfaction and loyalty.
• Act as the primary point of contact for key clients, addressing their needs and concerns promptly.
• Facilitate regular meetings and communications with clients to review performance, discuss strategies, and address any issues.
• Partner with new clients that are being onboarded into IMCO, to align expectations on the organization’s client service and reporting framework and understand needs, objectives and working style of each client.
• Actively contribute to IMCO strategic initiatives linked to clients and prospective clients.
• Offer client-focused perspectives and input on internal projects supporting IMCO’s growth as a best-in-class fund manager.
• Identify opportunities to cultivate innovation and growth for the team.
• Use influence and negotiation skills to lead renewal of client contracts and agreements.
• Craft communications to clients for ongoing awareness on internal IMCO initiatives.