We are looking for a Senior Client Manager to join our Marketing & Business Development department in London.
What will you do:
- Revenue and profitability growth: lead a client team in delivery of a bespoke set of revenue and profitability growth targets set by the Lead Partners and agreed by the relevant Sector Head.
- Extend the firm-to-firm relationship: facilitate the adding of new International Practice Group (IPG)/National Practice Group (NPG) billing relationships by actively seeking opportunities to introduce colleagues, products and services to our strategic clients.
- Pitch Conversion: Convert opportunities by crafting compelling value propositions to win work in formal pitch processes.
- Institutionalise client relationship: increase number of touch points between firm and client with a sustainable long term engagement programme.
- Encourage/educate key stakeholders to share best practice and support other client teams to developing client relationships.
- Act as the central point of contact for activity on the account, working hand-in-hand with the Lead Partner and other senior contacts.
- Deep knowledge about all aspects of our service delivery: fully utilises the firm’s systems and networks to understand the client’s relationship with the firm and uses this knowledge to take ownership of the client plan and drive execution of actions internally.
- Direct engagement: engage in short regular face-to-face discussions with the client about their strategy and business issues.
- Intelligence gathering: develop a comprehensive understanding of the structure, operations and strategic direction of the client and consistently disseminate business intelligence internally through regular internal reporting.
- Secondments: oversee secondment strategy for target clients and work closely with secondees on placement with the client (before, during and after).
- Strategic analysis: build an understanding of how and where the firm can best position itself in relation to the account in view of client strategy, client structures, revenue and profitability (including gap analysis), relationship mapping, market share, competitor activity, developments in the client’s markets and client needs analysis.
- Client listening: proactively seek feedback at all levels from the client to spot opportunities and threats; support the Client Listening & Alumni Senior Manager to deliver our Client Listening and Alumni initiatives.
- Communication: manage the approach to communication and information flow between Programme client team members globally and client contacts; draft internal communications to share Client Programme successes and best practices across the firm and increase internal recognition of strategic client teams.
- Challenge & Coach: work with partners and other stakeholders to grow and extend their businesses, and supervise and coach associates in delivery of business development objectives as regards the account.
- Consistent quality: work with fee‑earners to ensure we consistently get the basics right and follow client guidelines (particularly where panel arrangements are in place).
- Collaboration: contribute to the broader firm wide approach to client management by ensuring that client relationship management best practices and skills are widely adopted across the firm, including through the development and roll‑out of high‑quality training and tools for lawyers and M&BD team members.
- Feedback: provide feedback on internal client team members (including the Lead Partner and Relationship Partner) as part of the performance management cycle process; delegate work to and support career development of the Client Programme Executive and members of the M&BD Hub.
What we are looking for:
- Able to build strong networks relevant to the development of the firm’s profile and business.
- Successful track record in engaging with clients.
- Track record in developing and implementing processes and procedures that have demonstrably enhanced the quality and efficiency of service delivery to clients.
- Has experience working with people of different cultures and in an international role.
- Previous experience working at a senior level within marketing and business development in a professional services environment.
- A sound understanding of global business development.
- Sound understanding of CRM systems, experience working with InterAction is beneficial.
- Interpreting financial information and reporting into key stakeholders.
Career Level
The career level assigned to this role is level 4. The career level framework provides a formal structure for the business services functions at the firm. The framework, which ranges from level 1 to level 7, clearly defines the responsibilities, skills and competencies required at each level.
Benefits
- We offer a competitive package including bonuses dependant on role/level, private medical insurance and pension contribution.
- Our global skills academy provides our people, regardless of their role and location, with excellent learning opportunities (including live workshops, podcasts, short videos and practical learning experiences).
- We have adopted a hybrid working approach with a requirement for a minimum of three days in the office with flexibility dependant on role/team/client demands.
- We are proud to rank as a Times Top 50 Employer for Gender Equality, a Stonewall Top Global Employer, and a Top 75 Employer for Social Mobility.
- We have a range of social and sports committees, summer and winter parties and monthly get‑togethers.
- We have a range of diversity networks to connect people and celebrate our differences which is integral to our inclusive culture.
Equal opportunities
- Upholding equal opportunities, regardless of race, ethnicity, religion, belief, age, disability, sexual orientation, sex, gender reassignment, gender identity, marital status, or pregnancy, including maternity and paternity. This commitment extends to addressing any instances of perceived or associative discrimination and harassment. We also ensure fair treatment during recruitment and selection processes for those who are serving or have served in the armed forces, along with their families.
- Accommodating requests for flexible working arrangements whenever possible. We encourage you to discuss your needs with us if this is something you require.
- Making our roles accessible to individuals with diverse abilities. If you need any reasonable adjustments during the recruitment process, please let us know so we can meet your needs.
- We offer a range of employee networks to support our colleagues. More information about these networks can be found in the D&I Information booklet that candidates are sent when invited to interview.
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