Senior Client Manager

Purpose of role:

To provide strategic advice and support across our key client portfolio, and working 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, but not limited to: client secondment programme; client insight programme; Innovation and DEIB.

To provide coaching and mentoring advice to junior BD team members on client management excellence.

Key responsibilities will include (but not limited to):

• Client Teams – To 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 will be to increase revenues, work flows and deepening client relationships. This will also involve capturing and sharing client information around relationship investment, meetings, work, billings, client news and creating new opportunities. To ensure these strategic key accounts run according to the Service Level Agreements (SLAs). This is a client facing role and the candidate will be expected to have had experience of working and collaborating directly with large institutional strategic clients.
• Client Planning – To plan, strategise and implement international client plans, including revenue and relationship development goals.
• Client Listening – To conduct client listening via the Client Insight programme to promote a dialogue with clients to enhance our understanding of client needs, priorities, challenges and opportunities. This will include some of the traditional client feedback methodology, drawing on outputs to improve client service delivery, but will also focus on promoting alternative creative client engagement approaches.
• Sales Support – To act as primary contact for client on panel pitches, in particular procurement and legal operations. To working with the strategic pitch team and manage bids where necessary. This typically will involve the management of pricing proposals, RFP content, presentation rehearsals and win/loss reviews.
• Client Engagement Programme – To work with the Client Management team and across the firm to identify creative and cost efficient ways to engage with clients over and above the day-to-day legal advice. This will be a primary area of focus of the team as we build on our reputation for our innovative approaches to partner with clients. Examples will include client networks, client workshops, training, DEI, Social Impact and ESG initiatives.
• Project support – To work with the Client Management team on strategic projects to improve the client experience through improved internal processes. This will include the collation and showcasing of client relationship management best practices and collaboration with the LPOM and LegalTech teams.
• Client Resourcing Services/Secondments (weighted against an ROI) – to support the firm’s client secondments programme with an initial focus on working with other departments in defining the budgeting process and criteria for client secondments. Longer term this may include engaging with clients to ensure appropriate forecasting and strategic placements. Day to day activities will ensure that the firm maximises the benefits derived from client secondments, such as providing pre-briefs, keeping in touch programmes and de-briefs upon completion of the secondment.
• General Client Management Team Support – To provide support for any other initiatives aimed at enhancing the firm’s client relationships or as otherwise requested by the Head of Clients & New Business.

Key requirements:

• Technical Competence
  • Has experience in all aspects of Business Development and Marketing, including client relationship management, client targeting, pitching, event management and campaigns.
  • Possesses excellent oral and written communications skills.
  • Demonstrates an understanding of the IT packages/ systems necessary to perform the role.
  • Has a demonstrated ability to build strong working relationships with partners and staff at all levels within the firm and with external vendors.
  • Experience in a client facing capacity, with preferably experience in the financial services sector.

• Analytical skills
  • Grasps, retains and analyses complex information and concepts; pays good attention to detail.
  • Has the ability to present complex information and concepts in a clear and concise manner.
  • Possesses strong numerical skills.

• Communication style and approach
  • Demonstrates excellent listening skills and checks for understanding wherever necessary.
  • Responds to professional environment, presenting consistently professional verbal and non-verbal behaviour with clients and colleagues.

• Other
  • Demonstrates ability to plan and organise time; works to given timeframes and balances work well to meet goals and objectives.
  • Identifies issues, risks and conflicts and asks for assistance and/or delegates appropriately when required in a timely and constructive manner.
  • Adheres to, and seeks to improve established processes and procedures, where appropriate.

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What’s in it for you?

We want to reward you today and help you plan for tomorrow. We appreciate that everyone is different, therefore we have designed a benefits system that offers choice and flexibility based on individual needs and lifestyles. To name a few, these include:

• 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.

If you would like to read more information regarding our range of benefits, please visit our Rewards & Benefits page on our website.

Please note that we have a preferred agency panel in place. Only applications submitted via the portal at the point of instruction will be accepted.