Executive Director & Head, Client Relationship Management - North America

Morgan Stanley•New York, NY

About The Position

Morgan Stanley Investment Management (MSIM) is seeking a senior relationship manager to lead its North American Client Relationship Management (CRM) team. The CRM team sits within Distribution and works with clients and internal partners to anticipate client needs, resolve challenges, and coordinate the firm’s capabilities in support of clients’ investment goals. It also oversees implementation of client requirements and related controls, including onboarding new business. The role combines team leadership with direct client coverage, including responsibility for a personal allocation of key client relationships. The successful candidate will lead the team through a transition to a new target operating model while maintaining high-quality client service. The position requires substantial knowledge of the asset management industry and institutional clients across sectors, geographies, and asset classes. It also supports the Global CRM management team and contributes to the broader objectives of the function.

Requirements

At least 10 years of relevant experience, including relationship management or client service roles at peer firms.
Advanced knowledge of investment management, client arrangements, and asset classes, including private markets.
Track record of building and sustaining institutional client relationships.
Understanding of the competitive landscape and industry trends, with the ability to identify opportunities and deepen client engagement.
Proven ability to lead a team and drive organizational change and innovation.
Analytical ability to develop solutions that strengthen relationships and improve business processes.
Proven ability to operate in a complex, fast-paced, high-volume environment.
Excellent communication and interpersonal skills, including the ability to engage and influence senior stakeholders and clients.
Methodical, detail-oriented approach.
FINRA Series 7 and Series 63 licenses required.
Bachelor’s degree or equivalent.

Nice To Haves

MBA and/or CFA.

Responsibilities

Directly manage the team, providing day-to-day support, career guidance, and professional development.
Represent the team to key internal stakeholders and senior management, ensuring accountability for deliverables.
Prioritize workload and allocate team resources.
Act as the first point of escalation within the team and across the business, resolving issues in line with firm procedures and protocols.
Keep the team current on MSIM’s investment capabilities; partner with Sales on business development and growth opportunities and with organizational partners to design and implement solutions.
Lead the team’s participation in global client experience and integrated firm initiatives, contributing innovative ideas.
Partner with Business Administration colleagues to maintain an effective control environment and support change management and project initiatives.
Partner with Sales and Investment Teams to manage a defined set of key client relationships and coordinate cross-functionally to resolve client questions, issues, and concerns.
Coordinate complex transactions and client requests, ensuring accurate and timely completion.
Host and participate in client meetings and forums.
Manage client complaints and risk incidents in line with regulatory and procedural protocols, partnering with functional teams to resolve concerns.
Support the Global CRM management team across all aspects of the function and contribute to its objectives.