Managing Director, Head of Client Experience and Relationship Management

At IMCO, our talent is among the best!  IMCO offers a uniquely stimulating and rewarding environment where you can help build and drive organizational transformation, all while seeking to challenge yourself, learn, and grow your career. 

We offer a culture of collaboration and passion, creating unwavering value for the clients we serve.  Our vision is to be the partner of choice for Ontario’s public sector funds and build a high-performing, value-based Asset Management firm in the heart of downtown Toronto.  

If you are ready to drive best-in-class service, and join a collaborative, motivated, and fun team of professionals, we’re ready to offer you a great place to work with exciting opportunities for growth and development.

If you want to use your expertise to drive strategic business outcomes, then we want you at IMCO!
 

Reporting to the Chief Client Officer, the Managing Director, Head of Client Experience and Relationship Management is responsible for overseeing the end-to-end client experience, ensuring that every client interaction is coordinated, responsive, and aligned with IMCO’s standards and service model. In addition, the position serves as the principal relationship manager for many of IMCO’s clients, fostering strong, trusted partnerships. This senior leadership role will also be responsible for setting strategy and a framework to optimize the client support model, ensuring the model continues to support the unique needs of our clients and integrating new clients into IMCO.

The Head of Client Experience and Relationship Management is responsible for designing, implementing, and continuously improving the full client journey from onboarding through ongoing engagement to ensure a seamless and consistent experience. They will oversee IMCO’s annual client engagement survey, lead and execute client events and oversee IMCO’s client communication framework. This position is critical being the first point of contact to effectively manage and triage client requests and expectations within the CRM team or internal teams. This senior leader of the team works with other CRM leaders to ensure the flow of information and communication is set up in a way that the process runs smoothly and efficiently and reduces any unnecessary challenges and duplication or miscommunication in the channels.   

This position will serve as both the strategic leader and day-to-day contact for IMCO clients.  This role will partner with the broader CRM leadership team and other leaders across IMCO to lead initiatives and activities that support building and strengthening relationships with the organization’s current and prospective clients. The incumbent is also expected to manage by influence and forge strong relationships with internal stakeholders for the purpose of ensuring client interests are at the forefront and there is an ongoing awareness and understanding of client objectives and aligned requirements. This position requires a strong client acumen to navigate client challenges and is the escalation contact to continuously support a client-centric culture throughout IMCO, where the objective is to align on expectations of key deliverables and engagement model and continuously work toward enhancing the client experience.

As a senior leader on the CRM team, this individual plays a central role in building strong client and industry relationships, demonstrating deep investment knowledge and advisory expertise. They bring strong communication and presentation skills, a solid grasp of institutional servicing best practices, and act as a senior relationship lead. Internally, they foster a client-centric culture, advocate for client needs, and ensure IMCO’s resources and support model are equipped to adapt and clearly communicated.

Similarly, this position is expected to demonstrate leadership internally by fostering a client-centric tone and as a strong advocate for client needs. The leader is also expected to exude strong leadership in ensuring IMCO’s resources and capabilities are able to sustain and handle any client support model changes and clearly communicating what we provide as part of the client support model.

If you are interested in being considered for this role, please contact Jeff Marsh at jeff.marsh@odgers.com

We thank all applicants, however, only those selected for an interview will be contacted.

Our hybrid work model prioritizes an office-first approach, encouraging employees to make the most of our collaborative workspace at 16 York Street. This welcoming environment fosters teamwork, connection, and professional growth. While flexibility remains a key component of our model, we believe that regular in-office engagement enhances productivity and strengthens our culture. Our approach supports a fulfilling lifestyle that balances professional ambition with personal wellbeing.

IMCO is committed to providing accommodation for people with disabilities in its recruitment process. Please advise IMCO if you require an accommodation and we will work with you to meet your needs. Candidates being considered for this position will be required to submit to a background screening.