Client Development Senior Manager

The role is designed to work closely with the Firm’s CBDO to analyze the Firm’s client base, look for opportunities to drive additional revenues from clients, as well as ensure that current revenue levels for key clients are retained.   The role will also work closely and collaboratively with Partners, Departments, Practice Groups and, where appropriate, the Business Development Committee.   Responsibilities   Client Feedback Program – Run the client feedback program to gain intelligence about the Firm’s performance for key clients and works with the CBDO to engage clients in one-on-one independent interviews.   Ensures the Firm’s most significant clients receive regular client feedback reviews, as well as clients with growth potential. Facilitate those meetings, including the necessary briefings, debriefings and supporting materials required for them.   Implement measures which use the intelligence gained during client feedback meetings to:   Improve the Firm’s client service delivery Drive the resolution of any follow up actions arising out of meetings Consider additional opportunities for future revenue development  Identify trends which may affect the delivery of legal services more generally   Lead a program to obtain post transaction/matter reviews following major transactions/matters handled for clients.   Key Clients – Work closely with partners, develop, implement and drive client business development and relationship management plans designed to maintain or increase revenue for targeted clients.   Client Analysis and Revenue Development – Analyze the Firm’s client base to identify areas where the client is not engaging the Firm and/or assesses likely requirements based on client profile. Research client operations, competitor information and other relevant intelligence to liaise with partners and identify ways to capture additional revenues.  Work closely with the proposals team, where appropriate, as part of this process.   Client Management - Develop and communicate a sophisticated awareness of client management in its wider context by identifying trends in the market and developments in other industries and sectors. Oversee client development projects designed to achieve more effective and consistent client development practices and processes, such as proactive client reporting. Research, recommend and, as required, lead the implementation of the necessary infrastructure, processes and resources required for effective client development.   Client Listings – Work with the Marketing and Events team, establish systems, such as client lists segmented by seniority, industry sector or areas of interest, to effectively connect with clients for business development activities.   Training - where appropriate, assist in providing training to attorneys in areas such as relationship management and other skills to build a client centric culture.   Other Revenue Development Projects – Other projects as required to build business, profile the Firm’s client base and establish closer and more productive relationships with clients.   Requirements   Undergraduate degree, preferably in Marketing, Business or related fields Minimum of eight years’ experience, preferably in a law Firm and/or other professional services Firm Proven track record in business development and/or client development/relationship management preferably in a professional services environment Genuine interest in business, across business trends and ability to align these with an organization’s strategic direction Experience in dealing with highly intelligent and demanding internal clients at a senior level Good listening, written and verbal communications skills A track record of fully implementing projects to completion Highly organized Collaborative and adept at building trust and lasting relationships internally and externally Self-starter with high levels of initiative and drive Works well independently and on a team