Client Development Manager

SHOOSMITHS LLP; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading law firm in the City of London is looking for a Client Relationship Manager to enhance client interactions and develop strategic relationships. The role involves collaborating with key teams to onboard clients and maintain best practices for client development. Candidates should have experience in client relationship management, excellent communication, and stakeholder management skills. The firm promotes a diverse and inclusive work environment and offers a comprehensive benefits package.

Benefits

Competitive salaries

Flexible range of benefits

Qualifications

• Previous client relationship management experience in professional services.
• Ability to conduct client and market research.
• Strong attention to detail and accuracy.

Responsibilities

• Support client development opportunities and strategy meetings.
• Produce and maintain relationship development tools.
• Track client and industry news to support plans.

Skills

Client relationship management

Stakeholder management

Communication skills

Commercial acumen

Education

Experience in professional services

Tools

MS Office

CRM systems (InterAction)

Job description

This is an integral role within the client relationship team, which provides strategic and tactical direction around how we look after our clients across our firm. Working in close collaboration with the Head of Client Relationships, Senior Client Listening Manager and Senior Client Relationship Exec, you will support the management and continued development of the firm’s Priority Clients. You will be responsible for onboarding, embedding and growing the firm’s client relationships and accounts, as well as maintaining and delivering client development best practices to be leveraged throughout our firm. The Client Relationship Manager will provide support, ownership and deliver the team’s objectives to manage client relationships and provide insight, reporting to key stakeholders across the firm to maximise opportunities. You will also work closely across the Client Listening programme and Client Excellence Agenda to collate and share client feedback and support initiatives to improve and diversify relationships. You will collaborate with Business Development and New Business teams to ensure that business development activities and growth priorities are supported by our client strategies and that client plans are aligned. You will also be involved in client-led initiatives, such as the IHL Alumni programme and inputting ideas for client-led internal comms, such as Showcase.

Team Overview

The Client Relationship Team is at the forefront of our firm’s success, embedding and growing client relationships that align with our dynamic strategy. The team drives client innovation, develops, fosters and embeds strong client relationships and creates a circle of feedback and listening to enable us to cross‑sell, learn and grow. Building and developing strong client relationships is at the core of our clients & markets strategy. We take a proactive approach to understand our clients’ goals and challenges. Our approach to client development seeks to offer support, insights and technology solutions that ensure our clients feel valued and supported throughout their journey with us. Our team manages client listening initiatives, and we emphasise the importance of actively listening to our clients’ feedback and insights. Their invaluable feedback ensures our clients influence our decision‑making and development. Our team plays a crucial role in understanding the client, identifying opportunities, mitigating risk and crafting impactful ideas and initiatives to develop the work we do with the client across the firm. In summary, the Client Relationship Team is dedicated to driving innovation, nurturing client relationships, implementing tailored programs, listening to client feedback, and securing new business opportunities. Together, we aim to strengthen our market position and deliver exceptional value to our clients.

Main Responsibilities

• Work with Client Partners and client teams to proactively support client development opportunities, including scheduling calls and strategy meetings to review account plans, noting actions and recording them on the client page.
• Produce, maintain and drive key relationship development tools such as account plans, quarterly relationship statements, team sheets, relationship maps, welcome packs, management information reports and client pages.
• Collaborate with the Senior Client Listening Manager to report on client listening and feedback activities for key clients and feed this information into account plans.
• Run independent client listening and build direct relationships with key clients in conjunction with the Client Partner.
• Proactively track client and industry news and trends, commissioning market research to support client plans.
• Be intellectually curious about our clients, the firm and the markets, continually staying up to date with developments and keeping our service offering front of mind for our clients.
• Develop a deep understanding of our clients to spot opportunities for revenue generation and identify the best channels to advance those opportunities.
• Prepare secondment guidance for any Legal Advisors going onto secondment and assist with secondee briefings and debriefs to strengthen Shoosmiths’ position.
• Support client teams on client development projects such as events and panel days, providing advice and insight where needed.
• Provide training to internal stakeholders on the client relationship tools and best practice.
• Support internal communication of client relationship activities and key client announcements.
• Promote best practice, The Guide, The Client Excellence Agenda, client awareness and advocate client‑centred behaviours.
• Work with the wider Client Relationship team to share relevant SATOY touchpoints and cross‑selling suggestions with the Partnership, Legal Directors and Associates.

Qualifications

• Previous client relationship management experience gained in a professional services environment; an understanding of the legal sector is advantageous.
• Experience of carrying out client and market research, reviewing or managing client plans.
• Ability to work using own initiative with close attention to detail and high levels of accuracy.
• Strong communicator with exceptional writing skills and attention to detail.
• Strong stakeholder management skills, able to liaise at all levels and build collaborative working relationships.
• Solutions‑orientated with a passion for delivering excellent client service.
• Good commercial acumen.
• Good working knowledge of MS Office and CRM systems (InterAction would be an advantage).

Benefits

Shoosmiths offers an outstanding benefits package to complement our competitive remuneration system. In addition to competitive salaries, a great working environment and high‑quality work, we believe that all staff should be rewarded for their commitment to the continued success of the firm through a comprehensive and flexible range of benefits.

Equal Opportunities

Our approach to our people is underpinned by our commitment to diversity, inclusion and well‑being. We aim to build a diverse and ambitious workforce that reflects all backgrounds and talents, and a workplace that is supportive and inclusive, recognising and nurturing talent, and fostering a strong sense of community among colleagues. Everyone who either applies to or works for the firm is treated equally, regardless of gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious belief.