BD & Marketing Executive - Business Development and Client Experience

We are a multi-specialist firm of solicitors based in South London. We have a national reputation in niche areas and are in the top 200 firms in England.The firm has grown substantially over recent years, organically and via acquisition, and the BD & Marketing team continues to grow to support the firm’s ambitious plans. This is a very exciting time to be joining a dynamic team.
The nature of the work undertaken by the busy team ranges from delivering integrated marketing campaigns and engaging online content, to a programme of events for networking and business development, through CX initiatives to improve client service, and the analysis of data to establish ROI and inform future marketing and BD activity.

This BD & Marketing Executive will have specific responsibility for BD and CX activities across all departments. They will work on plans with Heads of Department (HODs) to implement initiatives to support the BD efforts of the fee earners. They will work alongside members of the existing BD & Marketing team whose roles cover digital, comms, events, systems and design.

The main areas of law for the firm are:

• Injury & Medical Claims
• Housing
• Commercial & Civil Dispute Resolution
• Corporate and Commercial services
• Court of Protection
• Conveyancing
• Employment
• Family
• Leasehold services
• Wills, Trusts & Estates

The successful candidate will undertake a mix of B2C marketing, to private individuals, and B2B marketing/BD to referrers, corporates or other professional contacts.

The role will be based out of our London Bridge office, but the successful candidate will be required to make occasional trips to our Streatham office where some fee earners are located.

Main responsibilities:

Business Development (BD)

• Prepare and agree BD plans with the Heads of Department (HODs);
• Work with fee earning staff to improve their networking skills;
• Provide BD training and mentoring, particularly to junior fee earners;
• Help individuals conduct effective follow-ups after event attendance;
• Build the confidence of fee earners for public speaking opportunities;
• Manage the new enquiry process and help develop a triage function;
• Find innovative ways to prompt fee earners/teams to follow up/convert leads;
• Develop initiatives to capitalise on cross-selling opportunities;
• Work with the other members of the BD & Marketing team on campaigns to generate quality leads;
• Court relationships with organisations e.g. industry bodies and charities, to help raise the profile of teams.

Client Experience (CX)

•  Monitor CX review (mystery shopper) results;
• Produce internal league tables and identify training needs;
• Roll out CX programme across the whole firm (currently only Private Client services);
• Report on progress of CX programme and individual initiatives;
• Monitor Instant Insights (client feedback) platform;
• Work with the Head of BD & Marketing on Customer Journey Mapping exercises for all teams
•  Conduct research into known competitors and potential new entrants;
• Investigate new markets, including geographic opportunities e.g. satellite offices;
• Work with the Comms Executive to identify newsjacking opportunities, using platforms such as Mondaq and Vuelio.

Systems and Processes

• Work with the Systems & Data Executive on the launch of a new CRM system;
• Assist fee earners in their adoption and use of the system;
• Be an ambassador for improving CRM processes and practices;
• Coach fee earners in the use of the firm’s systems for BD purposes;
• Help teams manage their relationships with key referrers, influencers and other contacts;
• Where appropriate, manage fledgling relationships with future, potential referrers to keep contacts warm;
• Implement formal referral management processes – both internal and external.

Measurement

• Measure the success of marketing and BD activity and ROI on marketing spend.
• Set KPIs for improving lead generation and conversion for profitable new work
• Demonstrate how successes can be built upon, year-on-year.

• Proactive, rather than reactive in approach;
• Ability to challenge fee earners, junior and senior, and ask “why?”;
• Willingness to work in an advisory capacity, undertaking research to come up with new ideas;
• Confident, with excellent communication skills, both written and verbal;
• Resilient, with honed questioning skills;
• Analytical, with reporting expertise;
• Team player, with an ability to operate a ‘one firm’ approach;

•  Graduate calibre, CIM Diploma desirable (or working towards);
• Experience of working in a professional services environment a distinct advantage.

• Competitive salary
• Private Healthcare
• Life Insurance
• Income Protection
• Contributory Pension
• Discretionary annual staff bonus
• Reduced gym membership 
• Discount vouchers through one of our suppliers
• Season Ticket Loan
• 23 days holiday plus additional 2 for Christmas and Bank Holidays which increase to 28 days over a period of 5 years.