Senior Client Manager

Role Purpose

To provide strategic advice and support across our key client portfolio, and work closely with the Client Insight Team and wider BD team to enable us to deliver on the strategic focus of client experience as a differentiator for building profitable and sustainable relationships. Provide drive and focus on revenue‑generating initiatives with the clients, focusing on our go‑to‑market offering leveraging CMS’ firmwide groups, sectors and UK and international offices. To support and further improve the firm’s Client Management projects including client secondment programme; client insight programme; Innovation and DEIB. To provide coaching and mentoring advice to junior BD team members on client management excellence.

Responsibilities

• Client Teams – Take responsibility for providing hands‑on support for a number of the firm’s strategic key accounts particularly in the financial services sector. Core areas of focus are to increase revenues, work flows and deepening client relationships. Capture and share client information around relationship investment, meetings, work, billings, client news and create new opportunities. Ensure these strategic key accounts run according to the Service Level Agreements (SLAs).
• Client Planning – Plan, strategise and implement international client plans, including revenue and relationship development goals.
• Client Listening – Conduct client listening via the Client Insight programme to promote a dialogue with clients and enhance our understanding of client needs, priorities, challenges and opportunities. Use traditional client feedback methodology and creative engagement approaches to improve client service delivery.
• Sales Support – Act as primary contact for client on panel pitches, especially procurement and legal operations. Work with the strategic pitch team, manage bids where necessary, and handle pricing proposals, RFP content, presentation rehearsals and win/loss reviews.
• Client Engagement Programme – Work with the Client Management team and across the firm to identify creative and cost‑efficient ways to engage with clients beyond day‑to‑day legal advice. This includes client networks, client workshops, training, DEI, Social Impact and ESG initiatives.
• Project Support – Work with the Client Management team on strategic projects to improve the client experience through improved internal processes, showcase best practices and collaborate with the LPOM and LegalTech teams.
• Client Resourcing Services / Secondments – Support the firm’s client secondments programme, working initially with other departments to define budgeting, criteria and long‑term engagement with clients. Ensure the firm maximises benefits derived from secondments, providing pre‑briefs, maintaining in‑touch programmes and de‑briefs upon completion.
• General Client Management Team Support – Provide support for any other initiatives aimed at enhancing the firm’s client relationships or otherwise requested by the Head of Clients & New Business.

Qualifications

• Technical Competence – Experience in all aspects of Business Development and Marketing, including client relationship management, client targeting, pitching, event management and campaigns. Excellent oral and written communication skills. Understanding of necessary IT packages/systems. Proven ability to build strong working relationships with partners, staff at all levels and external vendors. Experience in a client‑facing capacity, preferably in the financial services sector.
• Analytical Skills – Grasp, retain and analyse complex information and concepts; pay good attention to detail. Present complex information concisely. Strong numerical skills.
• Communication Style and Approach – Excellent listening skills and ability to check for understanding. Consistently professional verbal and non‑verbal behaviour with clients and colleagues.
• Other – Ability to plan and organise time, work to given timeframes and balance work to meet goals and objectives. Identify risks and conflicts, delegate when required and seek to improve processes and procedures. #LI‑AK1

Benefits

• Competitive basic salary (reviewed annually)
• Flexible, hybrid working policy
• Generous bonus scheme
• Up to 25 days holiday (rising to 28 days with service)
• Holiday exchange scheme
• Private medical insurance
• Enhanced parental leave
• Reasonable adjustments and accommodation for disabled talent in accordance with the Equality Act 2010

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