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Head of Client Engagement

2 months ago

London, Greater London, United Kingdom Career Legal Full time
About the Role

Career Legal is seeking an experienced and strategic leader to join our team as Associate Director of Global Client Programs. In this critical role, you will drive our approach to key client management, ensuring the delivery of consistent and exceptional service across all areas of the firm.

This is a high-profile position that demands a strong combination of strategic planning, relationship management, and leadership skills to promote a culture of excellence among our Global Relationship Partners, Global Industry Groups, and Global Practice Groups.

Key Responsibilities
  • Develop and Implement Key Client Program: Create a scalable and robust framework for the Key Client Program, aligning it with the firm's strategic objectives.
  • Strategic Advising: Serve as a trusted advisor to Global Relationship Partners, equipping them with the necessary tools, resources, and insights to build and maintain strong, long-term client relationships. Promote the sharing of best practices and foster a culture of mutual support and excellence.
  • Leadership and Mentorship: Lead and mentor a team of Key Client Relationship Managers, instilling a culture of excellence, collaboration, and continuous improvement.
  • Operational Oversight: Manage the day-to-day operations of the Key Client Program, guiding its strategic direction in alignment with the firm's goals.
  • Best Practices Development: Design and implement best practices for client engagement and relationship management, drawing on industry trends and client feedback.
  • Performance Monitoring: Track and analyze program performance metrics, providing regular updates to senior management and offering data-driven recommendations for improvements.
  • Client Service Excellence: Drive the creation of personalized client service plans, ensuring key clients receive consistent, high-quality service tailored to their needs.
  • Stakeholder Engagement: Conduct regular review meetings with key clients and internal stakeholders to assess service delivery, gather feedback, and identify areas for enhancement.
  • Issue Resolution: Act as the primary escalation point for significant client issues, collaborating with relevant teams to resolve them swiftly and satisfactorily.
  • Technology Integration: Champion the adoption of client relationship management technologies and tools to improve efficiency and provide valuable client insights.
  • Cross-functional Collaboration: Strengthen collaboration between the Key Client Program, Global Industry Groups, and Global Practice Groups to ensure a cohesive approach to client service.
  • New Client Opportunities: Partner with business leaders to onboard new strategic client opportunities, including new panel appointments.
  • Business Development: Take responsibility for business development with select Key and/or Priority Clients, leading by example and sharing best practices and lessons learned.
  • Voice of the Client Program: Support the design and implementation of the Voice of the Client program, ensuring that client insights inform the Key and Priority Client programs.
Qualifications and Skills
  • Bachelor's or Master's degree in a related field
  • A minimum of 10 years of experience in client relationship management or business development, ideally within a global law firm or professional services environment