Client Feedback and Listening Manager

Connect Legal Partners; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Connect Legal Partners is seeking a manager-level professional to lead its client listening programme across key clients and practice areas. You will interview general counsel and senior executives, run feedback reviews and surveys, and translate results into clear insights and reports for partners and leadership.

The role also involves coaching partners and business development colleagues on client relationships and exploring how new technology and AI tools can enhance the programme.

Qualifications

• 5+ years of professional services experience at manager level.
• Background in client development or account management and running client feedback programmes.
• Strong interviewing, facilitation, writing and project management skills.

Responsibilities

• Lead the firm's client listening programme across key clients and practice areas.
• Interview general counsel and senior executives and run feedback reviews and surveys.
• Turn results into clear insight and reports for partners and leadership.
• Coach partners and BD colleagues on client relationships and explore AI tools to improve the programme.

Skills

Interviewing

Facilitation

Writing

Project management

Client development

Account management

Tools

CRM

Survey platforms

Job description

The firm

A national commercial law firm with a broad disputes and commercial practice.

The role

You will lead the firm's client listening programme across key clients and practice areas. That means interviewing general counsel and senior executives, running feedback reviews, surveys and post matter reviews, turning the results into clear insight and reports for partners and leadership, and coaching partners and business development colleagues on client relationships. You will also look at how new technology and AI tools can improve the programme.

What you will need

At least 5 years professional services experience at manager level, with a background in client development or account management and experience running client feedback programmes. Strong interviewing, facilitation, writing and project management skills are essential. Law firm and CRM or survey platform experience would help.

What is on offer

A visible role working with senior partners and major clients, within a small client development team.