Manager, Client Insights and Loyalty

Fasken; Ottawa; On-site; CAD 110,000 - 120,000; Full time

Job summary

A leading law firm in Canada seeks a Manager, Client Insights and Loyalty to enhance client relationships through data-driven strategies. This role involves leading client feedback initiatives and working cross-functionally to improve client engagement and satisfaction. The ideal candidate has over 7 years of experience in analytics within professional services. This position allows for holistic insights into client needs, fostering long-term relationships.

Benefits

Competitive salary

Professional development opportunities

Qualifications

• 7+ years of experience in client insight or marketing analytics.
• Deep understanding of Net Promoter Score (NPS) methodologies.
• Strong analytical skills and ability to translate data into insights.

Responsibilities

• Lead firmwide client feedback initiatives including NPS.
• Analyze client data to drive retention and growth strategies.
• Collaborate with teams to develop client success stories.

Skills

Client insights analytics

Data visualization

Customer success

Communication skills

Education

Bachelor’s degree in business, marketing, or analytics

Tools

Power BI

Tableau

CRM platforms

Job description

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Fasken is a leading international business law and litigation firm, and was voted one of Canada’s Best Employers for 2024. Our firm’s 950 lawyers are located across offices in Vancouver, Surrey, Calgary, Toronto, Ottawa, Montréal, Québec City, London and Johannesburg and an office in the professional and retail district known as Taza ( / Ta-Zah / ) on Tsuut’ina lands. Providing strategic and thoughtful advice in all areas of business law, our broad range of clients include close to half of the Fortune 100 companies, as well as corporate clients, government agencies, regulatory authorities, non-profit bodies and individuals.

Our clients interests are paramount in all that we do and we take pride in supporting our communities. We are a place where bright, talented, and collegial people want to work together and we work hard together to achieve our goals in a collaborative and efficient way.

Your Role

The Manager, Client Insights and Loyalty plays a strategic role in advancing the firm’s client-centric vision by leading programs that measure, analyze, and strengthen client relationships. Reporting to the Head of Marketing and Business Development (HMBD), this role is responsible for managing firmwide client feedback initiatives—including NPS—translating data into actionable insights, and supporting client teams with reporting and analysis that drive retention and growth. Working cross-functionally, the Manager collaborates on the firm’s Strategic Account Program and leads and partners with the Director of Business Development to support alumni engagement efforts. With a strong grasp of analytics and a service mindset, the successful candidate will help shape how the firm listens to, learns from, and delivers value to clients across their lifecycle.

Primary Responsibilities

Client Engagement & Analytics

• Collect, analyze, and interpret client data (e.g., CRM insights, matter activity, billing trends, client demographics).
• Collaborate with the Communications team to develop client success stories that reinforce the impact of client-focused strategies.
• Partner with the Business Analytics team to generate dashboards and insights for strategic decision-making at various levels.
• Propose process improvements to refine and enhance the program.
• Present actionable intelligence to leadership, partners, and strategic account teams to drive retention, satisfaction, and strategic expansion.
• Develop and manage formal client listening programs, including post-matter interviews, annual satisfaction surveys, and real-time feedback tools.
• Oversee the Net Promoter Score (NPS) program, including methodology, tracking, and reporting.
• Collaborate with the Director of Pursuits to analyze pitch / RFP win / loss rates and integrate insights into overall client reporting dashboards and management reports.
• Work with marketing, business development, and client managers to tailor outreach and follow-up on client feedback.
• Identify key drivers of client loyalty and work cross-functionally to embed improvements across touchpoints (e.g., onboarding, service delivery, communications).
• Benchmark loyalty programs and feedback mechanisms against market best practices.
• Develop strategies to increase engagement with top-tier clients based on insights and trends.

Strategic Account Program Coordination & Reporting

Develop tracking tools and reporting frameworks for the Strategic Account Program to ensure consistent delivery and maximize impact.

Collaborate with client leads and business development managers to capture key account activities, track progress against goals, and measure outcomes (e.g., relationship strength, cross-practice engagement, revenue growth).

Assist in preparing reporting materials for executive leadership and account planning meetings.

Alumni Program Execution

In partnership with the Director of Business Development, support the strategic design and execution of the firm’s alumni program :

Analyze alumni data to identify key segments (e.g., current clients, potential referrers, influential in-house counsel).

Collaborate on the development of alumni engagement touchpoints such as surveys, communications, and events.

Track alumni activity in the firm’s CRM and report on trends in alumni transitions to client organizations or strategic sectors.

Support the measurement of alumni program impact on brand visibility, business development, and client referrals.

Recommend technology or tools to enhance alumni engagement tracking and communications.

Other Duties As Required

Support internal client service initiatives that drive a client-centricity across the firm, working closely with HR, Marketing, BD and other teams, as needed.

Contribute to special projects and initiatives lead by HMBD.

Stay informed on industry trends related to client insights, strategic account management and client experience innovation.

Required Knowledge And Experience

Bachelor’s degree in business, marketing, analytics, or related field; MBA or advanced degree is a strong asset.

7+ years of experience in a client insight, customer success, or marketing analytics role, ideally in a law firm or professional services firm.

Deep knowledge of client feedback methodologies, especially Net Promoter Score (NPS), Voice of Client, and client journey mapping.

Proficiency with data visualization and analytics tools (e.g., Power BI, Tableau, Excel, or similar).

Ability to translate data into compelling insights and strategic recommendations.

Experience working with CRM and marketing automation platforms

Strong written and verbal communication skills; able to synthesize complex data into clear, actionable insights.

High level of professionalism and the ability to work with senior stakeholders, including partners and executives.

At Fasken, Success Means

Having a strong client service approach – you’re ready, willing, and able to put our clients first and exceed their expectations

Caring about one another – you possess strong interpersonal skills and the ability to build harmonious working relationships within your immediate team, across other departments in the firm, and the community

Working collaboratively – you’re a self-starter who values working in a collaborative team based environment

Possessing exceptional communication skills (both verbal and written) when dealing with lawyers, clients, staff and third parties

Approaching your work with agility and the willingness to learn and utilise new technology

Being adaptable to changing priorities in a fast-paced environment while being organized and maintaining accuracy with a high attention to detail

Demonstrating strong research, investigative and problem solving skills with the ability to exercise judgement to resolve issues

Treating sensitive and confidential matters with discretion and diplomacy at all times

Pay Range

110,000 to $120,000. Pay range to be commensurate with experience.

Accessibility and Accommodation

It is important to our Firm that all its members, including those with disabilities, find our workplace to be welcoming and supportive. Reasonable accommodations are available on request for candidates with disabilities taking part in all aspects of the selection process.

For Indigenous candidates interested in employment on-reserve, there may be an opportunity at Fasken to do so at our Alberta office situated on Tsuut’ina Nation, west of Calgary. Such candidates are encouraged to speak to Human Resources during the interview process to obtain additional information.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.

Your Application

We appreciate hearing from all qualified candidates, however, only those applicants whose background and experience match our requirements will be contacted. You can submit your application via our Careers page.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Management and Manufacturing

Industries

Law Practice

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