Managing Director – Client Experience – Equity Private Markets

BlackRock is one of the largest investors in private markets in the world today. We are active in all asset classes. Our scale means we offer expertise and access unique to BlackRock, and you’ll collaborate with investment and client teams across our firm. As part of a key growth engine for the firm, you’ll be invited to continue building the platform that is crafting the future of Equity Private Markets (“EPM”) investing and capital formation. BlackRock’s EPM business includes private equity, secondaries and real estate equity.  

BlackRock is seeking to bring on an experienced investor relations professional to oversee the client experience at the EPM platform level, with a focus on our client service and connectivity across reporting, communications and engagement, portfolio updates and overall relationship management. Optimizing the investor relations functions across EPM as well as managing the organization and its partner teams to facilitate capital formation from a global investor base and to service existing investors is a key focus area in this role. 

The Client Experience professional will be responsible for the day-to-day oversight of EPM’s platform level client-facing strategy implementation and will help drive the design of client service models to enable the scalable growth of EPM.  The role sits in a centralized functional unit that works across EPM business teams and partners closely with IR within the EPM business teams as well as other groups throughout the firm, notably the broader firm’s distribution and sales teams. As part of the centralized EPM IR team, the Client Experience professional is accountable for deepening client relationships, driving re-up rates, and fostering cross selling of EPM capabilities. 

The ideal candidate thrives in a fast-paced environment and taking on a multi-faceted role.  They have an entrepreneurial spirit and a “yes, and” mindset.  They are active listeners, empathetic and passionate about clients.  They have a very strong appreciation for industry leading client service and a developed understanding and passion for private markets. 

Responsibilities: 

Client Service:

• Establish industry-leading best practices for client service and drive their consistent and persistent implementation across all EPM investment teams in partnership with investor relations professionals.  

• Heighten the service level for LPs in order to deliver against their needs. Design and roll out Platinum Client program to allow for strategic client tiering and design and implement service model for each tier in partnership with EPM business team IR professionals. 

• Understand the end to end client service and reporting model and work with all partners to improve the client experience at every touch point.  Partner with Alternatives Client Platform, the client service operations team, to ensure coordinated and efficient client coverage 

• Run training program for junior EPM IR professionals to instill a culture of exemplary client service 

• Standardize service approach across investment teams and strategies 

• Create a model of excellence for IR being a “proxy PM” in interactions with LPs 

Client Engagement:

• Design and deliver a comprehensive client engagement framework and oversee team level implementation of same.  

• Build relationships with key clients for the EPM business in partnership with IR teams including those with multi-product relationships across EPM 

• Design and drive a high-touch client engagement strategy for EPM’s top 25 clients and prospects to increase the number of top asset owners on the platform 

• Implement best in class client service approach to improve engagement with our existing LPs including and not limited to deal flashes, quarterly commentary and LP engagement strategy, web, social and event strategy to improve mind share with LPs. Work with entire EPM IR team members to bring scale and consistency. 

• Implement client engagement measurements across the business, Responsible for increasing re-up rates.  Identify leading indicators of industry standard re-up rates and design a KPI scorecard with measurable metrics of success. 

Relationship Management: 

• Serve as a key partner to the BlackRock’s sales teams and EPM IR to manage client relationships. 

• Collaborate with the firm’s distribution and sales team to deliver best-in-class model for existing LP coverage to foster cross-selling of EPM capabilities  

• Drive high standards of client connectivity and engagement across LP focus areas and in line with best in class industry standards. 

• Drive workstreams that leverage firm capabilities to showcase power of BlackRock and resources available to LPs.   

Required skills:

• Passionate about clients and delivering an industry leading client experience.   

• At least 10-15+ years of working experience in a product strategy, fundraising, or investor relations role with a credible private equity firm or private capital firm 

• A demonstrated track record of providing client coverage for a broad range of institutional investors  

• Strong relationship management skills, with a demonstrated track record of building long-term relationships with sophisticated investors 

• Strong leadership skills and a hands-on attitude 

• Excellent verbal and written communication skills – the ability to present ideas with precision, passion and conviction 

• Demonstration of an ability and willingness to develop relationships across BlackRock with a positive attitude towards cross-functional collaboration and partnership 

• Demonstrates strong active listening skills, adaptability, dependability, responsiveness, collaboration, transparency, accountability, and insightfulness.  

• Results-driven, with a high level of attention to detail 

• Ability to coach and mentor junior team members