Associate Director, Global Client Listening

**Location**:Belfast

**Workplace**: Hybrid

**The opportunity**:
An exciting opportunity has arisen for an individual with a proven track record in client feedback and/or client experience programs.

The Associate Director, Global Client Listening will further support Baker McKenzie's established Global Client Listening Program; be passionate about embedding a client service culture and demonstrating the value of listening to clients to support organizational change and successful client development.

To be the lead client listening interviewer for the Firm and, working alongside a small team of BD colleagues, play an important role in driving, managing, and developing the Global Client Listening Program.

This senior, strategic client-facing role will involve contact with lawyers, including partners and the Firm Management, ensuring that the voice of our clients enhances and shapes our client strategy at the Firm, industry, practice, office, and client team level. The role will also be responsible for analyzing and sharing client trends around our client experience and client growth.

**Working at Baker McKenzie**:
Baker McKenzie is the world’s leading law firm with offices all over the world. Our Belfast Centre is home to over 400 teammates in both legal and professional services such as finance, IT, marketing and business support.

We offer one of the best workplace benefits packages in the business with comprehensive private health cover, income protection, life assurance and a full employee assistance plan. These and a host of other benefits make us one of the most desirable companies to work for in Belfast.

We are committed to promoting inclusion, diversity and equity for all and are confident we can provide a career as individual and as exceptional as you.

**About the role**:

- Implement the Global Client Listening Program across the Firm
- Work with key stakeholders in industry groups, practice groups, regions, offices, and client teams to encourage a culture of client feedback and to ensure client feedback takes place regularly on an annual or project basis
- Facilitate/lead Client Listening Program communications and presentations as requested
- Work closely with the Global Client Pursuits team to ensure that proposal debriefs are conducted for key panel reviews and major Requests for Proposals (RFPs)
- Surface client listening trends and insights, ensuring the findings are reported, shared, absorbed, and actionable
- Regularly report to Firm leadership and key teams on Program, data themes, and insights, keeping messages commercial and relevant; ensure insight is disseminated more broadly across the Firm
- Drive the implementation of Management recommendations for client listening; develop and deliver presentations to a variety of senior audiences
- Support and feed into Firm-wide programs and communications that would benefit from the insights generated by client feedback, for example, our Client Experience project and online feedback surveys
- Use existing communications channels and identify new ways to capture and share learnings, best practices, and success stories from client listening initiatives
- Primary client reviewer for the Firm and key point of contact for conducting reviews, coaching, and training
- Organize internal briefing meetings before conducting client reviews and support other interviewers or champions in preparation for client listening meetings
- Undertake qualitative client listening reviews - a mix of face-to-face and telephone interviews with a diverse international client base
- Prepare client review reports and facilitate post-review discussions to ensure findings are actioned
- Provide coaching and training to partners and BD colleagues throughout all stages of the client feedback process
- Manage the Firm's Client Listening Network
- Improve and evolve program systems, resources, and guidelines
- Act as the main point of contact for our external client listening service providers; including onboarding the new vendor, leading the project team working on the transition to the new external client listening platform, and supporting or managing deep dive client listening projects
- Oversee client listening sections and content in Baker Client Intelligence, the Firm's CRM system, working closely with the Baker CI center of excellence team and other key stakeholders
- Ensure client listening guides and templates reflect the needs of our Client & Markets strategy

**Experience Required**:
**Essential Criteria**:
About you. To be successful in this role you will need:
**Skills and Experience**:

- Bachelor's degree or equivalent relevant experience
- Proven track record in client feedback and/or client experience programs within a professional services environment
- Extensive experience working in business development, communications, account management, research, or business management role
- Experience dealing directly with clients and conducting client interviews i