Client Experience Management (CEM)

Client Experience Management (CEM) at BlackRock is responsible for delivering an exceptional, end‑to‑end client experience. The team acts as the central point of contact between the local client business and global functional teams across the firm, aligning client service needs with BlackRock’s capabilities.

Job Description

Client Experience Management (CEM) at BlackRock is responsible for delivering an exceptional, end‑to‑end client experience. The team acts as the central point of contact between the local client business and global functional teams across the firm, aligning client service needs with BlackRock’s capabilities.

CEM supports clients throughout their full lifecycle, ensuring the service model evolves with client expectations, regulatory requirements, and industry trends. In addition, CEM provides internal consultancy on service matters and plays a key role in managing operational risk and complexity.

Client Service Officers (CSOs) build deep, trusted relationships with clients and serve as their dedicated servicing partner. Working with complex institutional clients, CSOs bring a strong understanding of BlackRock’s platform, operating model, and service capabilities to deliver a consistently high‑quality client experience. Our aim is to make service so simple that it becomes a source of alpha.

The Opportunity

The CEM Eastern Europe, Germany & Austria (EEGA) team is looking for a new team member to join them in the Frankfurt office. The EEGA team consists of six Client Service Officers mainly based in Frankfurt and covering a variety of product offerings and asset classes, for clients ranging from institutional to wealth segments. As the role interacts with other departments (such as Sales, Legal, Compliance, Portfolio Management, Product and Investment Operations, among others) you will gain knowledge about the workings of BlackRock, its position in the market and the wide range of products and capabilities that we offer. CEM continues to evolve its client‑centric service model, therefore opportunities will exist for hardworking individuals to take on greater levels of client ownership and develop strong client relationship management skills.

This role provides an opportunity to build upon your existing experience within the Investment Management business. You will resolve operational client issues and escalate complex matters to internal partners. Initially supporting senior team members, you will quickly take on responsibility for your own assigned clients. Joining our EEGA team offers a chance to drive client experience innovation alongside a global team of CSOs.

Key Responsibilities Of The Role

Post-sales client relationship management, supporting the Relationship Managers and clients through high quality client service with outstanding attention to detail
Owning client queries, delegating as appropriate to internal teams, monitoring progress to resolution and ensuring that responses are timely and of a high professional quality
Understanding clients’ needs and liaising with internal teams and third‑party service providers where necessary, ensuring that the agreed arrangements and service requirements of the client are articulated in an appropriate agreement
Reviewing own service performance, aiming to achieve excellent results in client satisfaction surveys, and working closely with other team members in achieving overall strategic business objectives
Collaborating closely with relevant Relationship Managers and other Service Managers to ensure the seamless client service whilst maintaining a high degree of communication and confidence
Handling any client complaints in a timely and sensitive manner, in accordance with internal procedures, keeping clients informed and being a great partner to mitigate the impact of dissatisfaction
Co‑ordinating the onboarding of clients and client change activities, ensuring correct process and procedures are followed and ensuring the delivery of service needs agreed with the client
Facilitate diagnosis of complex client service issues, identify trends that point to service deficiencies and own resolution, working with the appropriate internal and external delivery teams to ensure timely and accurate response
Drive continuous improvement in BlackRock’s service offering both internally and with external service providers such as management companies (German KVGs) and custodian banks
Contribute to project initiatives that seek to improve our service, effectiveness and efficiency, or which impact the business, its products and its clients
Apply thought leadership to both projects and management of client relationships. Occasionally required to lead on projects representing the client and the team

You Are Encouraged To Have

3‑5 years of experience in either client service, fund administration, custodial services, operations, sales, investment consulting, portfolio management support or similar fields.
Bachelor’s or Master’s degree in business administration, finance, law, economics, accounting, or a related field. Work experience relevant to these fields may be considered as an acceptable substitute for a degree.
Proficiency in German and English with strong oral and written communication skills is a requirement.
Strong proficiency with Microsoft Office applications is essential, along with technical skills to efficiently manage multiple programs concurrently.
Capable of meeting deadlines and working independently on routine client projects.
Demonstrated interest in the financial services/investment industry and a commitment to continuous learning, both independently and in team settings.
Self‑motivated with the ability to recognize when to escalate issues appropriately. Must be able to work collaboratively within a team and take on additional responsibilities as needed.
Ability to evaluate process inefficiencies, identify and implement operational improvements, and resolve issues. Possesses innovative problem‑solving skills and the capability to think and act quickly and creatively.
Ability to navigate a large organization, ensuring effective collaboration across various departments, along with coordination skills and project management experience to work collaboratively across various functions.

Our Benefits

To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our Hybrid Work Model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

BlackRock Equal Opportunity Statement

BlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.

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