Head of Client Engagement

Firm information:

Cambridge Associates was founded in the early 1970s to assist nonprofit institutions with the investment of their endowment assets. Today, we provide investment management, financial planning and proprietary investment research to over 1000 clients including nonprofit institutions, private clients (families), pension plans, and other large institutional investors.

The firm advises on all asset categories, including equities, credit, hedge funds, real assets, and private equity investments. Our goal is to meet clients wherever they are in the investment process and create custom portfolios to meet each client’s investment objectives. We offer a variety of services to complement those needs, from acting as an outsourced investment office to providing access to our world-class digital research platform. Committed to independence since our founding more than 40 years ago, we are motivated only by what is best for our clients.

Cambridge Associates has a staff of more than 1,100 professionals, including 200 Investment Directors and 150 Investment Associates, based in 11 offices located in Beijing, Boston, Dallas, London, San Francisco, New York City, Singapore, Sydney, and Washington DC. We select our employees with great attention to their potential to become valuable members of a collegial, intelligent and hard-working team.

 

Job overview:

Cambridge Associates is looking to hire a dynamic and strategic leader to join our team as the Client Engagement Head reporting to the Client Solutions Leader. The principal objective of this role is to develop and lead the Client Engagement function to drive client engagement, satisfaction, and retention. In conjunction with the Client Solutions Leader, you will partner closely with various firm leadership and groups, especially Practice Heads, to define the vision, strategy and objectives, enhance and establish rigorous processes, and define and monitor KPIs, both at the firm-wide and practice/regional levels. In this pivotal role, you will also be responsible for driving client services data and analytics rigor, building, developing and enabling the Client Engagement team (e.g., scaling, coaching, defining incentives), and ensuring successful execution of the strategy.

 

Responsibilities:

·         Client Engagement vision and strategy

o   Partner with the Global Client Solutions Leader and Practice Heads to define Client Services vision and strategy for each practice, including KPIs and annual goals around client satisfaction, retention, and upsell opportunities and ensure they align with firm objectives

o   Continuously evaluate and refine strategies to adapt to changing industry landscape

o   Partner with the Global Client Solutions Leader to design the compensation model to be in line with strategic objectives and set annual client service targets in collaboration with Practice Heads and Human Capital

·         Data and Processes

o   Leverage data and analytics to drive Client Services performance effectively and efficiently, and champion use of Microsoft Dynamics

o   Work with other functional leadership roles to improve client services related operational activities

·         Client Engagement

o   Manage Client Engagement Directors(+) to ensure execution of Client Engagement strategy for each practice, in coordination with Practice Heads and investment teams, and drive to meet department / firm goals

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