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CBRE Client Care Director in Topeka, Kansas

Client Care Director

US, USA, United States


1 additional location

New York, New York, United States


Requisition # 21009507

Post Date Mar 23, 2021


CBRE is the world’s leading commercial real estate services firm with offices located around the globe. CBRE Global Investors is the wholly owned independently managed, investment management affiliate of the world’s leading real estate services firm CBRE inc., with $114.5 billion of real estate assets under management globally on behalf of 670 institutional investors and employs approximately 870+ employees in 31 offices worldwide.

Role Purpose

Reporting directly to the Head of Client Care, the Client Care Director will take on a pivotal role within the newly established Client Care Group (“CCG”). At CBRE Global Investors, we believe the best performance comes from putting our clients first. The CCG centralizes investor communications under one ‘front line’ department acting as a centre of excellence and first port of call for investors. Each team will be dedicated to a group of funds/mandates working alongside the portfolio teams in executing strategy, delivering on promises to investors, and supporting fund growth. A key focus will be the facilitation and implementation of the Client Care initiative across the Americas platform. With oversight over a group of funds/mandates, and a supporting team, the Director will be responsible for communications to investors, providing centralized workflow to fund teams, capital raising teams, collaborating with Legal counsel / fund administrators on fund documents and client on-boarding, partnering with teams across the organization for internal/external requests, in addition to special projects with the wider CCG and other business lines.

The successful candidate will strive to:

  • Provide quality service and solutions to investors

  • Provide a unified approach across the platform

  • Accelerate processes through efficient resource allocation

  • Demonstrate quality control, thoughtful analysis, governance and transparency

  • Be a specialist and resource for the products the candidate works on

  • Promote knowledge-sharing, best practice, collaboration and innovation

  • Support Investor Services and senior leadership to strengthen existing relationships and develop new business

In joining the CCG, the successful candidate will have the opportunity to contribute to multiple service platforms across the Firm, with exposure to a global institutional client base. CBRE Global Investors is committed to providing our employees with opportunities for career progression and career development, the flexible structure of the CCG allows for cross-over opportunities and increased exposure within the company.

Key Responsibilities

  • Team leader dedicated to a group of products with responsibility for the management and career development of supporting analysts and associates

  • Lead contact for the Fund teams in delivering information to investors

  • Lead contact for all Investor Services Directors and Existing Investors for the products in scope, with in-depth knowledge of the products

  • Responsible for delivering product updates to the Investor Services team and coordinating marketing plans together with Investor Services product captains

  • Oversight and sign-off of all existing investor communication including welcome package, day to day queries, formal communications, standard & bespoke reporting, marketing materials, presentations, ad hoc communications

  • Oversight of proposed marketing activity: presentations, on site due diligence meetings, roadshow coordination, investor meetings

  • Facilitation, completion, support and review of RFP/RFI process, investor due diligence and ad hoc requests. Sign-off of RFPs/RFIs/DDQs and investor requests

  • Ownership of Fund documentation in conjunction with legal counsel (PPM, Subscription Agreement, Side letters, NDAs).

  • Responsible for the legal onboarding of prospective investors working with external legal counsel, fund legal services, Investor Services and the client

  • Responsible for quarterly marketing materials and consultant databases

  • Responsible for creating/distribution of investor communication and fund materials

  • Responsible for document, data and systems management: facilitate and implement a centralized workflow to investors, fund managers and investor services, ensuring quality and integrity of data

  • Salesforce platform management: dashboards, content, tracking, closings & pipeline, contact. Ensure Investor Services and Fund expectations are aligned

  • Perform annual internal review of all product lines

Special Projects:

  • Support internal teams (i.e. Business Development, Investment Structuring) on high-impact, complex initiatives, including funds in launch period, active marketing campaigns, or investor initiatives

  • Product development for new distribution channels in conjunction with Investor Services product leaders

  • Collaborate with wider CCG to enhance the service provision; ensure strong messaging, consistency, best practice, and roll-out of new initiatives


  • Good interpersonal skills and confident in speaking to senior stakeholders

  • Ability to prioritize and co-ordinate tasks efficiently ensuring all deadlines are met

  • Comfortable working in a fast-paced environment

  • Maintains a positive attitude towards routine tasks

  • Accurate and exceptional attention to detail

  • Results driven with sense of urgency

  • Strong analytical skills when working with fund data and client financial information

  • Pro-active and enjoys working autonomously and as part of a wider team

  • Confident and assertive where required

  • Strong influencer, collaborator and partner

  • Flexible approach to work, with the ability to work under pressure

  • Strong organization and project management skills

  • Team player who deals effectively with colleagues and clients

  • Client service mindset

  • Strong knowledge of and experience in the real estate industry is desired

Skills Required:

  • Strong IT skills (Word, Excel, PowerPoint). Experience with Salesforce.

  • Undergraduate degree required, with real estate, business, finance preferred

  • Prior experience working in core real estate and/or credit strategies desired

  • Strong presentation and communication skills, both verbal and written

  • Experience in leading a team and/or management duties

  • Understanding of legal documentation and KYC procedures

  • Ideally 10+/- years working in real estate industry desired

  • Experience working within a Client Care/Business Development/product specialist function in an investment management firm desired

US Company Profile

About CBRE Group, Inc.

CBRE Group, Inc. (NYSE:CBRE), a Fortune 500 and S&P 500 company headquartered in Los Angeles, is the world’s largest commercial real estate services and investment firm (based on 2019 revenue). The company has more than 100,000 employees (excluding affiliates) and serves real estate investors and occupiers through more than 530 offices (excluding affiliates) worldwide. CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services. Please visit our website at www.cbre.com.

CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)