Senior Client Programme Manager - leading law firm

Are you passionate about delivering world-class client experiences and driving strategic growth through key account and feedback programmes? A leading law firm is looking for an experienced Senior Client Programme Manager to lead initiatives that put the client at the heart of everything they do.

About the Role
This high-impact role sits within the Business Development function of the Marketing department and reports directly to the Chief Markets Officer. You will be responsible for developing and executing a client-centric strategy that enhances satisfaction, retention, and loyalty across the firm’s portfolio.

As a strategic leader, you’ll champion best practices in client experience, oversee key programmes including Key Account Management, Client Feedback, and Onboarding, and collaborate with cross-functional teams to drive continuous improvement across the client journey.

Key Responsibilities

• Lead the development and delivery of the firm’s client experience (CX) strategy and projects
• Map client journeys to identify improvements and elevate the client experience
• Embed CX principles through firm-wide internal communications and advocacy
• Drive insight-led enhancements via an integrated client feedback programme
• Oversee the Key Account Programme and evolve best-practice account planning frameworks
• Shape and deliver structured onboarding experiences for strategic new clients
• Define, monitor, and report on performance metrics related to CX and client growth
• Line-manage and mentor the Client Programme Manager, ensuring effective programme execution

What We're Looking For

• Extensive experience in client experience (CX) and client programme management
• Proven ability to influence senior stakeholders and lead strategic initiatives
• Strong background in delivering measurable change, ideally in a professional services setting
• Exceptional collaboration, communication, and stakeholder management skills
• Ability to challenge the status quo, think innovatively, and drive continuous improvement
• A strategic mindset with excellent planning, prioritisation, and time management abilities

What You’ll Gain

• The opportunity to shape and lead client experience strategy at a senior level
• A collaborative culture that values innovation, growth, and continuous improvement
• Exposure to strategic business development initiatives and leadership decision-making
• A chance to contribute directly to revenue growth and client satisfaction at a firm-wide level

If you’re ready to make a lasting impact in a forward-thinking environment where the client’s voice truly matters, we’d love to hear from you.

At Norfolk Capsey, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let us know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.