Description:
We are seeking a Client Relationship Manager to play a key role in shaping and delivering the firm’s client and referrer programmes at an important stage of their development.
This is a newly created role, offering an exciting opportunity to help embed and evolve a structured, firmwide approach to client and referrer relationship management. Working closely with the Senior Client Experience Manager, partners and the wider Business Development team, you will be responsible for driving the day-to-day delivery of client and referrer initiatives, ensuring momentum, consistency and measurable impact.
This role will act as a critical link between strategy and execution supporting partners in managing priority relationships, while helping to build a sustainable and scalable client programme for the future.
Responsibilities
Client and Referrer Relationship Management
- Support partners in developing and maintaining strong relationships with priority clients and referrers
- Manage a portfolio of key client and referrer accounts, ensuring agreed plans are implemented and actions are progressed
- Act as a central point of coordination, maintaining regular engagement and ensuring continuity across relationships
- Help identify opportunities to strengthen relationships, mitigate risk and enhance client experience
Programme Development and Delivery
- Play a key role in shaping and embedding the firm’s client and referrer programmes
- Support the ongoing development of frameworks, processes and best practice to ensure consistency across the firm
- Contribute to the evolution of the programmes, identifying opportunities for enhancement based on feedback and performance
- Help ensure the programmes are practical, sustainable and aligned to the firm’s strategic objectives
Account Planning and Coordination
- Support the development and delivery of structured client and referrer account plans
- Coordinate cross-practice engagement, ensuring a joined-up and consistent approach across teams and jurisdictions
- Track delivery against agreed actions, maintaining momentum and accountability
- Prepare briefing materials and updates to support partner engagement
Insight, Reporting and CRM Development
- Improve client and referrer insight through structured data gathering and analysis
- Produce clear, data-led insights and recommendations to support relationship development and growth
- Support the effective use and development of client relationship tools and systems (including CRM as it evolves)
- Contribute to establishing consistent reporting and measurement of client programme effectiveness
Stakeholder Engagement and Enablement
- Work closely with partners to support effective relationship management, providing structure, coordination and follow-through
- Build strong relationships with internal stakeholders across practice groups and business services teams
- Help reduce administrative burden on partners by ensuring consistent planning, tracking and reporting
- Support the Senior Client Experience Manager in enabling a more strategic, forward-looking approach
Continuous Improvement and Best Practice
- Capture and share best practice across client and referrer management activity
- Help identify opportunities to improve processes, tools and ways of working
- Contribute to building a consistent, high-quality approach to client relationship management across the firm
- Support the transition to a more structured and sustainable model of client programme delivery
Essential & Desirable Criteria
- 3-5 years' experience in a client relationship role, ideally within legal or professional services
- A collaborative and adaptable approach, with a willingness to work in a developing and evolving environment as we drive our client and referrer programme forward
- Confidence working with senior stakeholders, including partners
- A proactive and commercially minded approach, with an passion for client development and relationship management
- Ability to coordinate activity across teams and drive momentum
- Strong organisational and project management skills, with the ability to manage multiple workstreams and stakeholders
- Strong analytical skills, with the ability to turn data and insight into practical recommendations
- Excellent communication skills, both written and verbal