Client Relationship Manager (CRM) at Prescient

Purpose of role:

• At Prescient Securities, our clients are central to everything we do. The CRM is responsible for translating this value into a consistently exceptional client experience, where professionalism, excellence and genuine care are evident at every interaction. 
• This role exists to ensure that client engagement goes beyond efficient service delivery to true client delight. Client relationships are managed with intent, discipline and attention to detail, while maintaining a strong focus on understanding client needs, anticipating expectations and building trusted, long-term partnerships. Every interaction, opportunity and follow-up is actively managed and progressed through a structured CRM framework to ensure consistency, accountability and quality. 
• By owning and governing how the CRM is used across the business, this role ensures it operates as a living system that supports meaningful client engagement, informed decision-making and commercial effectiveness. Working closely with the CEO, Business Development, Corporate Access and Marketing teams, the Client Engagement & CRM Manager plays a central role in ensuring that clients feel genuinely valued, well supported and confident in their relationship with Prescient Securities. 

Duties and responsibilities:
Client Engagement & Coverage Ownership 

• Own the end-to-end client engagement workflow across Prescient Securities. 
• Ensure every client has: 
• A clear internal owner. 
• Defined coverage objectives.
• A structured engagement cadence. 
• Proactively identify dormant, under-engaged or at-risk clients and drive re-engagement actions. 
• Act as the central coordination point between clients and internal teams to ensure consistent, high-quality service delivery. 
• Serve as escalation and resolution point for client service issues where appropriate. 

CRM Ownership & Discipline 

• Act as the CRM product owner for Prescient Securities. 
• Define and enforce CRM standards, workflows, pipelines and mandatory data fields. 
• Ensure all client interactions, meetings, opportunities and follow-ups are captured accurately and timeously. 
• Drive CRM adoption and discipline across the teams, including senior stakeholders. 
• Train, coach and support users to ensure the CRM is used as a decision-making and execution tool .
• Continuously refine CRM structure to improve visibility of: 
• Client coverage. 
• Opportunities. 
• Corporate access demand.
• Follow-ups and outcomes.

Opportunity & Pipeline Management 

• Ensure all commercial opportunities are logged, tracked and progressed in the CRM.
• Monitor stalled or inactive opportunities and actively drive internal action.
• Prepare regular pipeline, coverage and opportunity reviews for management.
• Ensure post-meeting and post-event follow-ups are executed and recorded.
• Support the business in maximising conversion, retention and cross-sell opportunities through disciplined follow-through.

Corporate Access & Event Effectiveness 

• Own CRM-driven client targeting for all corporate access events. 
• Work closely with Angela and the Corporate Access team to ensure:
• The right clients are invited. 
• Invitations are aligned to client interests, mandates and engagement history. 
• Track attendance, engagement, feedback and post-event outcomes in the CRM.
• Ensure structured follow-up after all events to maximise relationship and commercial value.

Business Development & Client Presentation Support 

• Support preparation of high-quality client presentations and proposals.
• Enhance presentation quality in line with branding and messaging guidelines.
• Maintain and manage a central library of presentation and proposal templates.
• Coordinate local and international client meetings as required.
• Facilitate logistics related to meetings and engagements, including venues, materials and catering.

Executive Support (Client-Focused) 

• Provide targeted support to the CEO on client engagement, relationship management and commercial initiatives.
• Assist in filtering and prioritising client-related communication and actions.
• Act as a trusted point of coordination in the CEO’s absence on client-related matters.

Collaboration, Improvement & Learning 

• Collaborate closely across teams to improve client processes and systems.
• Proactively identify gaps, inefficiencies and improvement opportunities in client management.
• Continuously build understanding of markets, products and client needs.
• Where appropriate, complete industry exams and deepen technical knowledge to enhance effectiveness.

Required experience:

• At least 4- 6 years’ experience in investment management / stockbroking environment in a related role where you have gained exposure to institutional client service, client engagement and business development support.
• Advanced skills in MS Office, particularly PowerPoint, Excel and Word will be advantageous.
• Experience in working with a CRM system required.

Required Qualifications:

• Relevant Qualification (ND / Degree in Administration, Finance, Commerce) required. 

Key competencies:

• Highly client-centric with a strong service mindset.
• Commercially minded and outcome driven. 
• Highly organised with strong prioritisation skills.
• Comfortable driving accountability and behavioural change. 
• Strong communicator, written and verbal. 
• Detail-oriented with a high standard of execution. 
• Self-driven, resilient and proactive.