Strategic Client Management Director

3 weeks ago

London, Greater London, United Kingdom White & Case Full time
Job Summary

We are seeking a highly skilled and experienced Strategic Client Management Director to join our team at White & Case. The successful candidate will be responsible for leading and enhancing the firm's strategic approach to key client management, ensuring the delivery of exceptional and consistent service across the Firm.

Key Responsibilities

Create and deliver a robust, scalable framework for the Key Client Program that aligns with the firm's strategic objectives.
Act as a strategic adviser to Global Relationship Partners, providing them with the tools, resources, and insights needed to cultivate deep, enduring client relationships. Facilitate the sharing of best practices and encourage a culture of mutual support and excellence.
Lead, mentor, and expand a community of Key Client Relationship Managers, promoting a culture of excellence, collaboration, and continuous improvement.
Manage the day-to-day operations of the Key Client Program and oversee the program's strategic direction in line with the firm's objectives.
Develop and implement best practices for client engagement and relationship management, leveraging industry trends and client feedback.
Monitor and analyze program performance metrics, providing regular reports to senior management and making data-driven recommendations for program enhancements.
Spearhead the development of personalized client service plans, ensuring that all key clients receive a consistent, high-quality service experience tailored to their specific needs and preferences.
Facilitate regular review meetings with key clients and internal stakeholders to assess service delivery, gather feedback, and identify areas for improvement.
Act as a key point of escalation for any significant client issues or concerns, working collaboratively with relevant teams to achieve swift and satisfactory resolutions.
Champion the integration of client relationship management technologies and tools to enhance efficiency and provide insightful client analytics.
Foster strong collaborative ties between the Key Client Program, the Global Industry Groups and Global Practice Groups to ensure a unified approach to client service.
Work with partners to on-board new strategic client opportunities, including but not limited to, new panel appointments.
Be the business development responsible for select Key and/or Priority Client(s) to lead by example and share best practice / lessons learned.
Support on the design and implementation of the Voice of the Client program, ensuring client insights gained are used within the Key and Priority Client programs.

Requirements

Bachelor's or master's degree in a related field
At least 10 years' experience in client relationship or business development, preferably within a global law firm or professional services environment

About White & Case

We are a global law firm with longstanding offices in the markets that matter today. Our on-the-ground experience, our cross-border integration and our depth of local, US and English-qualified lawyers help our clients work with confidence in any one market or across many.

Location and Reporting

This role is based in our London office. This role reports to the Director of Clients and Industries, BD, Marketing & Knowledge - Key Clients & Industry Groups.

Our standard office hours are 09:30-18:00, with a current requirement for 3 days in the office per week.

Firm Benefits

We offer a flexible range of benefits, services and programmes designed to help support your lifestyle requirements. Some of the benefits currently available include:
Private medical insurance
Pension plan with matched employer contribution up to
Yearly wellbeing fund
Income protection
Holiday purchase
Life insurance
Critical Illness insurance
Private GP services
Travel insurance
Dental coverage
Cycle to work
Holiday purchase (available during annual enrolment)

Equal Opportunity Statement

White & Case is committed to creating a diverse and inclusive workplace. It is our Firm's policy to recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.

If you require assistance and/or accommodation to participate in our application and/or interview process, please email the recruiting contact listed for the relevant position. We are a Disability Confident (Committed) Employer. We will be happy to work with you.

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