Client Listening & Insights Manager

The role

The Client Listening & Insights Manager is responsible for leading the firm’s client listening and feedback programme, helping the firm better understand client needs, strengthen relationships and drive continuous improvement.

Responsibilities

• Design and deliver structured client feedback initiatives, analyse insights and ensure actions are implemented to enhance the client experience and support growth.
• Work closely with partners, client relationship teams, business development and business services colleagues to identify priority clients and define objectives for feedback exercises.
• Manage and continuously develop the firm’s client listening programme across key clients, sectors and practices.
• Plan and deliver client feedback initiatives including client relationship reviews, post‑pitch reviews, surveys and post‑matter reviews.
• Conduct high‑quality interviews with clients, including General Counsel, senior executives and in‑house legal teams.
• Train BD colleagues and lawyers to conduct client listening, using clear processes and supporting tools.
• Create discussion guides and interview frameworks tailored to specific objectives and facilitate open, constructive conversations.
• Identify themes, trends, opportunities and risks emerging from client feedback.
• Analyse qualitative and quantitative feedback to produce meaningful insights.
• Prepare clear, commercially focused reports and presentations for partners and leadership teams.
• Translate client feedback into practical recommendations and action plans, monitor progress against agreed actions and measure impact.
• Partner closely with relationship partners, sector leaders and BD teams to embed client feedback into account plans and business development activities.
• Coach partners and client teams on effective client listening and relationship management.
• Support client service initiatives and programmes aimed at improving the overall client experience.
• Promote a culture of continuous improvement and client‑centricity across the firm.
• Evaluate new approaches, technologies and AI‑enabled tools to enhance the efficiency and effectiveness of client listening activities.
• Maintain knowledge of market best practice and competitor approaches.
• Develop dashboards and metrics to demonstrate the value and impact of the programme.
• Support wider client strategy and key client programme initiatives.

The team

This role sits within our Client Development team, reporting to the Senior Client Development Manager within a team of six. The team is responsible for building and implementing our firm‑wide Client Development Programme and works collaboratively with BD colleagues to drive profitable growth across priority, growth and target clients.

Experience and Qualifications

• Client development and/or account management experience is essential; the role focuses on coaching and supporting BD colleagues and lawyers.
• Minimum of 5 years’ experience within professional services at a Manager level.
• Experience managing client feedback or client listening programmes, ideally within a professional services environment.
• Strong interviewing and facilitation skills.
• Excellent written and verbal communication skills.
• Ability to analyse complex information and distil insights into clear recommendations.
• Strong stakeholder management and influencing skills, with confidence working with senior partners and leaders.
• Project management experience and ability to manage multiple priorities.
• Commercial awareness and understanding of client relationship management principles.
• Desirable: experience within a law firm or other professional services organisation, knowledge of key client programmes and account management methodologies, familiarity with client experience (CX) and Voice of the Client approaches, experience using survey platforms, CRM systems and data visualisation tools, understanding of AI tools and technologies that support insight generation and reporting.

The candidate

• A team player with a willingness to contribute to growth and to help others when required.
• Shows initiative, curiosity and willingness to suggest new ideas.
• Flexible and an enthusiastic self‑starter who has the confidence to run with things.
• Strong interpersonal and communication skills (both verbal and written).
• Analytical with excellent attention to detail.
• Effective at building networks, fostering collaboration and maintaining strong stakeholder relationships to drive change within the business.
• Professional, credible and impactful, able to persuade and influence when appropriate.
• Committed to a supportive, inclusive and collaborative firm culture.
• Demonstrates a growth mindset and is committed to lifelong learning to build knowledge and expertise.

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