Client & Workplace Experience Lead

Linklaters; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading global law firm in London is seeking a Client & Workplace Experience Lead to elevate their client experience. The role includes managing services, supplier relationships, and driving innovation. Candidates should have a strong background in high-end hospitality and excellent communication skills. This position initially requires five days in the office, transitioning to hybrid once milestones are achieved.

Benefits

Private Medical Insurance

Free in-house fitness centre

Pension options

Emergency family care

Travel insurance

Qualifications

• Proven leadership in high-end hospitality or luxury services.
• Experience managing outsourced teams and service transformation.
• Confident communicator with influencing skills.

Responsibilities

• Lead and evolve client and catering services.
• Manage supplier relationships and contracts effectively.
• Use data to monitor performance and implement improvements.
• Prepare strategic reports for senior leadership.

Skills

Leadership in high-end hospitality

Managing outsourced teams

Strategic mindset

Strong communication skills

Passion for service excellence

Ability to work in a fast-paced environment

Job description

Overview

Linklaters is a global law firm, with 31 offices in 21 countries worldwide.

Linklaters is a people business. Being best in class in the eyes of our clients means that our people must be exceptional.

We look not only for brilliant minds, but for people who will thrive in our environment: people who love working collaboratively and demonstrate the innovative, efficient, agile, entrepreneurial, and responsible mind-set we aim to bring to every interaction.

Ours is an environment of outperformance. We achieve this not with targets and incentives, but by fostering a positive, supportive, fair, and open atmosphere.

We respect and value difference but insist on inclusivity. We celebrate all aspects of diversity and challenge any form of bias. This is vital to our ability to work as one team, with a common goal.

Client & Workplace Experience Lead - The role

We’re looking for a strategic and service-driven Client & Workplace Experience Lead to elevate our front-of-house and client experience offering. This newly created role is part of our Business Transformation Team and will be instrumental in shaping the future of workplace hospitality at Linklaters. You’ll lead the delivery of a world-class visitor experience, manage high-end service providers, and drive innovation across client-facing services. This is a high-impact role with exposure to senior leadership and the opportunity to influence how Linklaters defines excellence in client experience.

Responsibilities

• Lead and evolve our client and catering services, with potential to expand into other operational areas.
• Champion innovation and consistency in service delivery, aligned with Linklaters’ brand and values.
• Manage supplier relationships and contracts, ensuring quality, accountability, and strategic alignment.
• Collaborate with internal teams and senior stakeholders, including Partners, to deliver seamless experiences.
• Use data and technology to monitor performance, identify gaps, and implement improvements.
• Shape service policies and procedures, balancing quality with cost efficiency.
• Prepare strategic reports and insights for senior leadership.

Client & Workplace Experience Lead - What we\'re looking for

• Proven leadership in high-end hospitality, luxury services, or professional services environments (e.g. consultancy, banking).
• Experience managing outsourced teams and driving service transformation.
• Strong operational background with a strategic mindset.
• Confident communicator with the ability to influence and push back when needed.
• Passionate about service excellence and innovation.
• Comfortable working in a fast-paced, collaborative environment.

Client & Workplace Experience Lead - What\'s on offer

This role will be based in our London office, and will initially be office-based 5 days a week to embed and lead transformation, with hybrid working considered once key milestones are achieved.

Joining Team Linklaters will see you qualify for a range of benefits designed to reward the vital contribution you\'ll be making to our success. These include:

Health & Wellbeing

• Private Medical Insurance
• Free in-house fitness centre and subsidised health club memberships
• Free onsite GP service and periodic health assessments

Finance

• Pension and flexible savings options
• Income protection and life assurance
• Mortgage advice and will-writing services

Family & Lifestyle

• Electric car and cycle to work schemes
• Emergency family care
• Additional holiday/birthday leave
• Maternity/paternity shared parental leave
• Travel insurance and season ticket loan
• Option to join sports and social clubs, as well as our employee networks groups (such as our Gender Equality Network, With Pride, or Social Mobility Networks)

If you think this role would suit you, please click apply below. We look forward to hearing from you!

Technical Skills

This list of duties and responsibilities above is not exhaustive. It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.

Application Policy

Applications and CVs (direct or via agency) are only accepted online via the portal. Queries related to our roles must be directed to the relevant recruitment team and not the partners, practices or stakeholders ([e-mail] for legal roles or [e-mail] for business team roles).