Client Relationship Manager, EOS - German or Dutch speaking

Job title – Client Relationship Manager, EOS

Location – London

Grade – Manager

Federated Hermes, Inc. is a global leader in active, responsible investment management, with $829.6 billion in assets under management, as of December 31, 2024. We deliver investment solutions that help investors target a broad range of outcomes and provide equity, fixed-income, alternative/private markets, multi-asset, and liquidity management strategies to more than 11,000 institutions and intermediaries worldwide.

Our clients include corporations, government entities, insurance companies, foundations and endowments, banks, and broker/dealers. Headquartered in Pittsburgh, Federated Hermes has more than 2,000 employees in London, New York and offices worldwide. For more information, visit FederatedHermes.com

Main Function of the role:

The job holder will have two primary functions:

Client development: will be responsible for pro-actively managing relationships with an allocated

number of global institutional clients, ensuring that all client requirements are met and ad hoc

requests for information are delivered on time. To fulfil the functions of the role the job holder will be required to build strong positive relationships with both internal stakeholders and external clients.

Business development: will support the sales director in a specific region, contributing to the sales process for the EOS services and ensuring close collaboration between the BD team and the EOS team.

Key task and responsibilities:

Client development:

– Onboarding and contract management: manage client take-on process, working with internal operations and legal teams.

– Client relationship building: management of relationships with allocated clients, including clients with a complex profile or otherwise commercially sensitive, ensuring the highest level of service e.g. query management, contract fulfilment, reporting requirements. Proactively reach out to clients, scheduling regular meetings/calls to ensure close contact and deliver client presentations in formal setting where requested. Work with colleagues to ensure that the clients receive correct and suitable reports on a regular basis.

– Internal recordkeeping: draft and update client plans on Salesforce to ensure client knowledge is shared across the firm.

– Identify, execute and manage continuous improvement: identify, facilitate and lead internal and external initiatives relating to the continuous improvement in efficiency and experience across the whole EOS client base. Develop and champion best practice processes, approaches and initiatives.

– Product knowledge: have a solid and up to date working knowledge of the EOS content, being able to deliver it to clients in various formats and forums.

– Internal stakeholder management: build strong relationships with and beyond the EOS team to ensure that clients receive the highest standard of operational support. This includes working with the events and marketing teams where it relates to EOS.

Business development:

– Sales support: Support the sales process for new EOS clients working closely with the regional Sales Director; including contribution to, and at times leading, in RFIs/RFPs, active participation in pitch meetings as well as contributing to the pricing stewardship group proposals and discussions.

– Regional expertise: Pro-actively identify market / sector / industry / regulatory trends and client needs in relevant region. Share intel with BD team and where appropriate, drive initiatives to respond to those trends and client needs, taking into account global client base and the shared service model.

Experience Required:

Job Dimensions:

The EOS team votes at over 10,500 companies’ meetings annually and engages with approximately 1,000 companies for institutional investor clients.

You will be involved in all aspects of servicing and reporting to clients, including managing ad hoc requests to clients and ensuring all service level agreements for assigned clients are met. You will also support the business development initiatives, for example working with the central sales team, assisting in tender responses, producing materials and coordinating events.

In order to demonstrate the skills and knowledge required, you will ideally have worked in a client facing experience for at least four years in professional or financial services.

Decision-making authority:

Federated Hermes has approved guidelines and procedures for client service and reporting. Where an issue cannot be resolved by referring to these documents, you should seek guidance from your line manager or a more senior member of the EOS or BD team.

• Minimum knowledge & experience required
• Minimum 5 years of experience in a client facing role where the client relationships have been long-term in nature
• Native German or Dutch speaker
• Ability to travel internationally for client meetings, sometimes at short notice
• Ability to chair meetings involving senior stakeholders

• Non-essential but beneficial knowledge & experience required
• Minimum 7 years of experience in a client relations role with institutional investors or corporates.
• Demonstrable interest in sustainability issues
• Professional qualifications such as IMC and/or Certificate in ESG investing

Candidate Profile:

You will receive training in most aspects of the job but should have demonstrable experience of working in a fast paced, team based, client focused environment and must have a passion for client service and business development.

Previous client facing experience of working with a global institutional client base is essential, as is experience in working with CRM databases. This experience is likely to have been gained within a financial or professional services institution, responsible investment industry or from working within an Investor Relations function.

Languages are desirable – ideally Dutch, Danish and/or German

You should be committed, proactive, willing, diligent and responsible in undertaking all aspects of the role. Sensitivity in dealing with clients or prospects at a senior level is required as well as the flexibility to participate in a wide variety of client or prospect related tasks such as project management, coordinating responses to ad-hoc requests, editing and preparation for meetings. You should be able to deal with client or prospect matters of an urgent or sensitive nature.

You will be analytical, resourceful and well organised to assist the sales process. Building good relationships with internal stakeholders across EOS, sales, RFP and events teams is important.

You must be accountable for delivering on both regular duties and ad-hoc tasks and should have a sense of urgency in execution; therefore, you will be highly organised, know how to prioritise and be accurate with an eye for detail. You will be able to function well as part of a collaborative team and be happy to contribute towards the continuous improvement of process.

Demonstrable interest and experience of responsible investment will be an advantage.

(Certificate in ESG Investing or Investment Management Certificate). You must be an advanced MS office user (Excel, PowerPoint and Word) and possess strong literacy and numerical skills.

Diversity, Equity, Inclusion and Flexible Working

We believe in genuine equality of opportunity, fairness, and respect for all applicants and aim to ensure that no current or prospective employee is subject to discrimination or treated less favourably on the basis of their disability, gender identity or expression, race, ethnicity, religion or belief, marriage or civil partnership, pregnancy and maternity, age, sex, or sexual orientation, or disability.

We understand that applicants may have different needs and expectations related to their working arrangements and are committed to a discussion on flexible working. Please raise these with your Recruitment contact to discuss what type of arrangements can work for you and the role for which you are applying.

We welcome applications from all eligible candidates, and we particularly encourage applications from qualified candidates who identify as women and/or are from a Black, Asian and Minority Ethnic background, as these groups are underrepresented throughout the financial services sector, particularly at senior levels.

We are a Disability Confident Employer and participate in the “Offer of Interview” scheme, intended to actively encourage applications from people with a disability or long-term condition and offer an interview to those who meet the minimum criteria set out within this job description. You will need to let us know if you would like to opt in to this scheme by contacting Jessica Sheehan at Jessica.sheehan@federatedhermes.com or +44 207 702 0888. You do not need to share details of your disability or long-term condition.

If you would benefit from alternative methods of applying or for workplace adjustments during the recruitment process, please also let us know by contacting Jessica Sheehan at Jessica.sheehan@federatedhermes.com or +44 207 702 0888 to discuss the support you need.