MISSION

The primary responsibility of this role is to manage a profitable portfolio of clients within the financial sector, including commercial banks, retail banks, private banks, central banks, and funds (ETF/ETC). This role requires a strategic approach to building and maintaining long-term client relationships, actively listening to client feedback, and collaborating across departments to deliver a seamless, high-quality customer experience that aligns with our brand’s values and standards and maximizing client profitability. The role also includes identifying new opportunities within existing clients and offering tailored solutions that meet their needs. In addition, this role will also focus on acquiring new, high-potential clients to expand the customer base and increase revenue, always considering operational and production capabilities while maintaining a high level of customer satisfaction. This position plays a key role in the company's growth strategy, ensuring that client relationships meet and exceed expectations.

MAIN ACTIVITIES AND RESPONSIBILITIES

Customer Relationship Management

Portfolio management: Build and maintain strong, long-lasting relationships with clients and develop in-depth knowledge of their businesses, ensuring high client satisfaction. Act as the primary point of contact for key clients, understanding their business needs and requirements. Regularly meet with clients, either virtually or in person, to review ongoing contracts and explore new business opportunities. Develop strategies and tactics to enhance customer loyalty retention and profitability. The role also involves consistently monitoring client feedback to improve service delivery and ensure it aligns with the company’s high standards, brand values, and profitability goals.

Sales & Business Development: Proactively identify and pursue new business opportunities within existing and prospective client portfolios. Achieve and exceed sales targets by promoting the company’s products and services, promoting cross-selling opportunities by identifying complementary products and services that meet customer needs.

Contract & Negotiation Management: Negotiate pricing, terms, and conditions of contracts to ensure the most profitable outcomes while meeting both client needs and our companies’ objectives. Manage client contracts from proposal through to execution, ensuring compliance with financial, operational and production capabilities.

Cross-Functional Collaboration: collaborate closely with internal teams and supporting departments, including Sales, Trading, Treasury, Marketing, Risk, Compliance, Legal, Operations, and Production. Ensuring that deals are structured to meet both client needs and company objectives, facilitating seamless service delivery and efficient production processes. By working particularly with Operations and Production teams, align internal capabilities with client expectations, ensuring smooth execution of projects, optimized customer experience and ensuring maximisation of profitability. Additionally, by integrating feedback from clients, influence product offerings, marketing strategies, and overall service design, driving continuous improvement.

Company Representation & Relationship building: Cultivate lasting relationships with existing clients by providing consistent, dependable proactive communication and support and by going above and beyond to exceed their expectations. This may involve offering exclusive updates on new arrivals, personalized recommendations based on past purchases, or invitations to special events. Serve as the face of the Company to customers and external stakeholders across different countries, and at conferences and workshops, effectively representing our values and offering.

Client retention & Problem solving: Address client concerns and resolve any issues in a timely and efficient manner. Ensure proactive follow-up to guarantee client satisfaction and retention. This includes troubleshooting problems, coordinating with relevant departments for technical and operational assistance. Actively collect and integrate customer feedback into business operations to improve products, services, and customer interactions.

Data collection and management

Strategic Data collection and management: Identify key data points that are crucial for understanding customer needs and behaviors, such as purchase history, customer feedback, service preferences, and interaction logs. This involves setting up efficient data collection methods at various customer touchpoints, including sales transactions, customer surveys, and online interactions. Ensure that all customer information is accessible and can be cross-referenced, providing a comprehensive view of each customer’s interactions with the Company.

Active watch: stay informed about the latest trends and developments in the financial sector and our competitive landscape to better serve and engage with clients and prospects and translate this insight into actionable business strategies.

Reporting and monitoring

Regular Reports: Establish a schedule for regular reporting (daily, weekly, monthly, quarterly) to track key performance indicators (KPIs), financial results, customer satisfaction metrics, and operational efficiency highlighting progress against targets, client engagement, and market trends. Develop in coordination with finance customized dashboards that provide real-time data visualization tailored to the needs of different stakeholders such as but not limited to sales figures, customer engagement metrics, and resource utilization.

Internal system upkeep: Ensure all client interactions, including calls, meetings, and visits, are accurately recorded and regularly updated in the CRM system. This includes maintaining detailed and up-to-date records of all clients’ relevant information and maintaining all contract terms properly updated in all our systems, to support effective client management and communication.

Customer representation in various internal committees: present customers to the various internal committees (onboarding, compliance, credit) and be fully accountable for their activities, and documentation.

Alignment with Strategic Goals: Ensure that all monitoring and reporting activities are closely aligned with the organization's strategic goals, adapting the strategies as those goals evolve.

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor's or Master’s degree in Finance or other relevant domain
• At least 10 years of relevant working experience in a similar role
• Prior working experience in the banking or commodities trading sector is an asset

QUALIFICATIONS AND SKILLS

• Strong negotiation and interpersonal skills with the ability to build rapport and trust with clients.
• Ability to develop and execute sales strategies to meet client and company objectives.
• Ability to manage multiple clients and projects simultaneously while meeting deadlines.
• Excellent communication skills and high drive.
• Ability to work autonomously, a sense of responsibility and initiative.
• Proactive problem-solver with a client-centric approach.
• Agile and flexible mindset, reactive to requests, adaptable to changing market conditions and client needs.
• Excellent organizational skills, structured analytical mindset, and attention to detail.
• Ability to interact with colleagues of diverse cultures, respect for diversity.
• Proficiency in Windows environment.
• Proficiency in spoken and written French and English; Knowledge of German is highly desirable.
• Swiss or EU national or holder of a valid Swiss working permit.