Customer Relationship Manager

Leeds – 3 days in the office

18 Month Fixed Term Contract : 37.5 hour per week

Full time (we welcome flexible working discussions)

An opportunity to make a difference

As a customer-owned and customer-focused organisation, our Partner Funds are at the heart of everything we do. We manage approximately £120bn on behalf of 18 Local Government Pension Scheme funds, helping to secure the pensions of more than two million members. We believe long-term success comes from working collaboratively, acting with integrity and building strong partnerships that deliver sustainable outcomes.

This is an exciting opportunity to manage relationships with a portfolio of Partner Funds and play an important role in shaping their experience of working with Border to Coast as part of an 18-month fixed term contract.

As a Customer Relationship Manager, you will build strong relationships with customers, represent Border to Coast across a range of governance and engagement forums, and work with colleagues across the organisation to ensure customers receive a high-quality and consistent experience. You will help ensure customer needs and perspectives are understood whilst supporting the continued development of our Partnership.

About the Customer Relationship Management team

The Customer Relationship Management team sits at the centre of Border to Coast and acts as the primary interface between the organisation and our Partner Funds. We build and maintain strong relationships, represent customer needs across the business, support effective oversight and coordinate delivery of a high-quality Partner Fund experience. As Border to Coast evolves and the wider pensions landscape changes, the team plays a critical role in helping Partner Funds navigate change and maximise the benefits of pooling.

The role – what you’ll be doing

• Manage relationships with assigned Partner Funds, developing a strong understanding of their objectives, priorities and governance arrangements.
• Build and maintain effective relationships with officers, committee members and other key stakeholders across your assigned Partner Funds.
• Represent Border to Coast at Pension Committees, officer meetings and governance forums, providing updates and helping to support effective oversight.
• Work with colleagues across Advisory, Investments, Operations and other teams to help coordinate delivery of a high-quality Partner Fund experience.
• Support customer engagement relating to new capabilities, propositions and strategic initiatives, helping to ensure Partner Funds receive clear, timely and consistent communication.
• Coordinate and support training sessions, workshops and engagement activities for officers and committee members, drawing on subject matter experts from across Border to Coast where appropriate.
• Ensure customer queries, requests and actions are managed effectively and delivered within agreed timescales.
• Ensure Partner Fund feedback, requirements and perspectives are shared across Border to Coast and considered in service development and continuous improvement activities.
• Maintain accurate customer records and relationship information within our CRM system, ensuring a high-quality source of customer intelligence for the organisation.
• Contribute to customer events, working groups and conferences that strengthen relationships across the wider Partnership.

About you - and the value you’ll bring to our team

You'll be an experienced relationship manager with strong communication skills and the ability to build effective relationships with a range of stakeholders, including officers, committee members and colleagues across Border to Coast. You'll enjoy working collaboratively, coordinating activity across multiple teams and delivering excellent customer outcomes.

Essential

• Experience managing customer or client relationships within asset management, investment consulting, pensions or financial services.
• Knowledge of UK institutional investments and the pensions marketplace.
• Excellent interpersonal, communication and presentation skills, with the ability to develop and maintain strong customer relationships.
• Confidence presenting to groups and facilitating discussions with a variety of stakeholders.
• Ability to understand investment-related concepts and communicate customer requirements effectively across an organisation.
• Strong problem-solving skills and the ability to identify practical solutions to customer challenges.
• Ability to communicate technical information clearly and adapt your communication style for different audiences.
• Strong organisational and time management skills, with the ability to manage multiple priorities simultaneously.
• Proven ability to work collaboratively across teams and functions.
• High levels of integrity, professionalism and personal accountability.
• Strong IT skills and confidence using Microsoft Office applications.

Desirable

• Experience working with Local Government Pension Scheme funds or other institutional asset owners.
• Knowledge of CRM systems such as Salesforce or Microsoft Dynamics.
• A broader understanding of financial markets, investment products and developments affecting institutional investors.
• A relevant professional qualification, or progress towards one, such as IMC, CFA or actuarial qualifications.

Why join Border to Coast?

At Border to Coast, you will receive competitive remuneration and have access to excellent benefits:

• Vitality Health Insurance for all employees
• Employee Assistance Programme
• A generous holiday allowance of 30 days a year, plus bank holidays
• Professional Development including the opportunity to gain fully funded qualifications (e.g. IMC)
• Critical Illness Cover
• Pension scheme
• Stunning Leeds city centre location only a short walk to the train station
• Cycle to work scheme
• Life Assurance of 6 times of salary
• Sustainable travel plans
• Range of discounts for Leeds gyms, shops and restaurants
• Hybrid working
• Onsite gym