Client Relationship Manager

Job Description

Purpose of job

This is a multi-disciplinary, hands-on role with a strong focus on key account management and client listening. The ambition is that the Client Development Team work collaboratively with Enterprise Client Partners and Client Relationship Teams across the business to pro-actively manage Enterprise client accounts for the benefit of the wider firm.

Accountabilities

Specific responsibilities and accountabilities would be as follows:

• Enterprise Client Programme
• Strategy
• Pro-actively contribute to the evolution of the Enterprise Client Programme strategy aligned with the firm’s strategic objectives.
• Support the development of measurement and reporting of programme success against KPIs.
• Build an understanding of how the firm can best position itself in relation to Enterprise Clients.
• Contribute to the broader firm approach to client relationship management for Enterprise Clients.
• Actively promote and drive Enterprise firm-wide, sharing best practice for the benefit of the wider firm.
• Key Account Management
• Drive revenue growth by providing proactive support, working in collaboration with Enterprise Client Partners and Client Relationship Teams to develop client plans for Enterprise Clients, driving action and executing tactics whilst promoting cross selling.
• Help client teams be more analytical about client needs, target profitable revenue streams and increase our share of wallet.
• Lead on relationship mapping activity and implement contact-marking plans, building connections with key decision makers and increasing the number and quality of touchpoints.
• Undertake comprehensive research, developing a deep understanding of Enterprise Clients’ business strategies.
• Establish communication and information flows across the client teams to share relationship intelligence and insights, discuss opportunities and review progress against the plans.
• Working alongside the Bids team on major new client wins to take forward pitch-promise actions.
• Work closely with BDM colleagues including BD, Bids, Digital and Design teams.
• Demonstrate extensive knowledge in front of Enterprise Client Partners and senior management.
• Manage Enterprise Client budgets, ensuring return on investment.
• Intapp (CRM system) and data ambassador.
• Client Listening Programme
• Drive our Client Listening Programme, promoting a culture of client feedback, using client service reviews and post transaction reviews to build stronger client relationships, and drive client service excellence.
• Deliver and embed the client experience survey across the business.
• Working alongside our research agencies to deliver any firm-wide client listening initiatives and bespoke client feedback projects, including analysis, data interpretation and report development.
• Identify and report to senior management on aggregate themes and trends.
• Promote and secure business change because of client feedback.
• Advise partners and client teams on delivering a leading client experience, developing relevant best practice and training materials.
• Intermediaries
• Contribute to the firm-wide intermediaries’ strategy, with shared responsibility for implementation.
• Client Relationship Management
• Champion for rigorous client relationship management, supporting the development of best practice and internal campaigns.
• Excellence knowledge of the tools and processes used to build client relationships and drive revenue.
• Supporting internal training programmes and initiatives.
• Client Experience
• Supporting the development of best practice, toolkits, and internal campaigns to support our lawyers deliver an outstanding client experience.
• Leading continuous improvement projects to improve our client experience.
• Supporting internal training programmes and initiatives.

The candidate

The ideal candidate will come from a large national or global law firm (or accountancy/financial services firm), with extensive client development experience conducted at senior level within the organisation. Transferable sector experience is desirable, but not essential. We are looking for:

• Proven, strong, prior experience of client development and managing key client accounts, gained within a fast-paced professional services or financial services environment.
• Excellent client management skills, with a real passion for delivering an exceptional client experience supported by client feedback
• Strong strategic thinking abilities, with the capacity to develop and execute relationship strategies.
• Ability to communicate with and influence the senior management team, partners and lawyer groups.
• Strong project management skills, able to work to tight deadlines and ability to assimilate information quickly.
• Ability to demonstrate a results-oriented, proactive approach.
• Strong research and business writing skills.
• Strong people skills, including confidence, positivity, tenacity, diplomacy, and ability to gain credibility quickly.
• Ability to work in collaboration with teams across the business.
• Demonstrates attention to detail, with a high level of accuracy.

Equal opportunities

We offer the following core benefits:

• 25 days holiday (FTE) plus Bank Holidays (rising with service up to a maximum of 30 days).
• Long Service holiday award – 1 extra week every 10 years continuous service
• Private Healthcare with BUPA (offered after probation is passed)
• Scottish Widows Pension Scheme (5% employer / 5% Employee)
• Staff Profit Share and Individual Performance Bonus Scheme
• Salary sacrifice (Pensions, Staff Profit Share)
• Life Assurance – 4 x salary / Permanent Health Insurance
• Paid CSR Day
• Enhanced Maternity/Paternity Leave
• Subsidised gym membership
• Electric car scheme
• Agile/Hybrid Working Policy
• Dress for your Day Policy

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