EMEA Distribution Platform Specialist

About the Opportunity

Job Type: Permanent

Application Deadline: 30 November 2026

Title EMEA Platforms Specialist

Department European Client Relationship Management

Location Luxembourg

Reports To Head of Client Relationship Management Iberia, LaTam & MESA

Level Assistant Manager

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our CRM team and feel like you’re part of something bigger.

About your team:

The European Client Relationship Management team (“EMEA CRM”) is based in Luxembourg, London, Milan, Paris and Kronberg (Frankfurt), and oversees client take-on and client service for a diverse range of clients including financial institutions, insurers, wealth managers, asset managers, pensions funds, central banks, sovereign wealth funds and large corporates investing through the Fidelity funds ranges as well as through segregated mandates.

The EMEA CRM acts as unique interface between the Clients, the Sales Offices and all the internal operational departments and provides high standards services to our Clients based in Europe, Latin America and Middle East & South Africa by ensuring a smooth onboarding and managing any operational item the Client may have during their investments life-cycle.

The overall mission of the team is to position Fidelity at the leading edge of customer service to Clients in Europe

About your role:

Reporting to the Head of CRM - Iberia, Latam & MESA this role will focus on EMEA Platforms.

The EMEA platforms specialist will help coordinate platform-related servicing activities across EMEA, supporting consistent operational processes across markets. The role will contribute to ongoing migrations and integrations resulting from mergers and acquisitions within the asset management industry, helping to maintain a smooth client experience.

The successful candidate will support client onboarding via platforms, administration and day-to-day servicing, responding to platform-related queries and escalating more complex matters as appropriate. Working with internal teams and external providers, the individual will help deliver platform solutions that meet client and business requirements. This position offers exposure to the broader operational landscape, including change management initiatives linked to industry consolidation.

Beyond core responsibilities, the platform specialist will contribute to ad hoc projects and initiatives that enhance operational efficiency, reduce risk and improve the client experience. The individual will continue to build specialist knowledge, support assigned migration activities and work to agreed day-to-day priorities, with guidance from the Head of CRM and relevant stakeholders. The role contributes to consistent servicing across regions and platforms and supports the business goal of retaining and developing every client we win.

The position will be based in Luxembourg and will support the EMEA CRM Team, collaborating with the broader CRM team, stakeholders across Continental Europe and globally within the wider operations organization.

Your key accountabilities:

• Platform Servicing & Coordination: Act as a day-to-day contact for assigned platform servicing activities within EMEA. Support the coordination of client onboarding and migration activities, working with relevant teams to facilitate smooth transitions and minimise disruption. Follow up on assigned requests against agreed deadlines and procedures, escalating issues where needed.
• Process Consistency & Controls: Help maintain consistent platform servicing processes across markets. Follow agreed frameworks and procedures for migrations and integrations, identifying and escalating operational risks. Contribute to initiatives linked to mergers, acquisitions and industry consolidation.
• Client Experience & Relationship Support: Provide responsive day-to-day service to platforms. Liaise with sales teams and CRMs across EMEA, APAC operations and platforms to follow up on client requirements and refer matters to the appropriate teams where needed.
• Project Support & Change Initiatives: Contribute to ad hoc platform projects that improve operational efficiency and client experience, including SWIFT functions and automated reporting. Coordinate assigned tasks and support the implementation of platform upgrades, integrations and new technology.
• Continuous Improvement: Suggest practical improvements to simplify platform servicing processes. Share best practices with colleagues across regions and support agreed improvements.
• Stakeholder Communication: Contribute to regular updates for the Head of CRM and relevant stakeholders on assigned platform activities, developments and upcoming changes. Share relevant information and highlight matters requiring management attention.
• CRM team support: Help colleagues with day-to-day activities and provide back-up support during periods of higher volumes, in line with agreed team priorities.
• Follow up on assigned client issues and complaints through to resolution, working closely with internal partner teams and escalating complex or sensitive matters as appropriate.
• Analyse client service data and help compile accurate, timely management information, metrics and supporting papers.
• Maintain accurate and consistent records of client interactions in Salesforce.
• Comply with operational risk controls and remain alert to risks arising from changes in economic, market and regulatory conditions, operating policies and procedures, and technology. Raise identified issues with the appropriate teams.
• Participate in educational opportunities to continuously develop market / client service competitor knowledge through reading professional publications, attending industry events/conferences/ forums, attending courses, maintains an awareness of latest technology trends and applications and feeds information back to relevant internal projects / initiatives / partner teams.

About you:

You will have a genuine interest in the asset management industry, a flexible approach and a commitment to providing good client service. Working within a dynamic team, you will be open to new challenges and keen to develop your knowledge and skills through continuous learning and day-to-day experience.

Desirable skills are:

• University Degree in Business Administration, Finance, Economics, or other related studies
• Relevant experience in European platform servicing or a similar role within the financial services industry
• Working knowledge of distribution platforms and mutual fund operations; familiarity with ETFs, other investment vehicles and sub advisory business would be an advantage
• Experience working with platform data providers would be an advantage
• Awareness of relevant regulatory requirements, such as MiFID II; familiarity with solvency reporting and related compliance processes would be beneficial.
• Working understanding of platform distribution models, with an interest in developing knowledge of the legal framework, contractual agreements and economic models underpinning platform relationships
• Experience in collaborating with international operations and customer facing teams, exposure to other cultures/countries
• A positive, practical approach, with the ability to organise assigned work and agree priorities with the manager when needed
• A proactive, collaborative approach, with the ability to work independently on assigned tasks and build effective working relationships across Europe
• Good relationship-building skills and a client service mindset
• Good written and verbal communication skills, with the ability to provide clear, concise updates to colleagues and stakeholders and escalate matters appropriately.
• Good attention to detail and time management, with the ability to meet agreed deadlines and flag workload constraints in a timely manner
• Fluent spoken and written English. Knowledge of additional European languages
• Professional qualifications (e.g. IMC / IAC / CFA Foundation).

Feel rewarded:

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.