The role
The Client Listening & Insights Manager is responsible for leading the firm's client listening and feedback programme, helping the firm better understand client needs, strengthen relationships and drive continuous improvement.
Working closely with partners, client relationship teams, business development and business services colleagues, the role will design and deliver structured client feedback initiatives, analyse client insights and ensure actions are implemented to enhance the client experience and support growth.
The role combines relationship management, interviewing, project management and data analysis, with a strong focus on influencing stakeholders and embedding a client-centric culture across the firm.
The role is highly visible and a crucial part of our ambition around accelerating revenue growth through institutional client development across the firm. It is front and centre in the new Managing Partner's strategy for profitable growth.
Key responsibilities include:
Client Listening Programme
- Manage and continuously develop the firm's client listening programme across key clients, sectors and practices.
- Plan and deliver structured client feedback initiatives including client relationship reviews, post pitch reviews, surveys and post-matter reviews.
- Work with BD and relationship partners to identify priority clients and define objectives for feedback exercises.
- Ensure best practice methodologies are applied and maintain consistency across the programme. Client Interviews and Insight Gathering
- Conduct high-quality interviews with clients, including General Counsel, senior executives and in-house legal teams.
- Train BD colleagues and lawyers to conduct client listening, using clear process and supporting tools.
- Create discussion guides and interview frameworks tailored to specific objectives.
- Build rapport with clients and facilitate open, constructive conversations.
- Identify themes, trends, opportunities and risks arising from client feedback. Insight and Reporting
- Analyse qualitative and quantitative feedback to produce meaningful insights.
- Prepare clear and commercially focused reports and presentations for partners and leadership teams.
- Translate client feedback into practical recommendations and action plans.
- Monitor progress against agreed actions and measure impact.
Stakeholder Management
- Partner closely with relationship partners, sector leaders and BD teams to embed client feedback into account plans and business development activities.
- Coach partners and client teams on effective client listening and relationship management.
- Support client service initiatives and programmes aimed at improving the overall client experience.
- Promote a culture of continuous improvement and client-centricity across the firm. Programme Development and Innovation
- Evaluate new approaches, technologies and AI-enabled tools to enhance the efficiency and effectiveness of client listening activities.
- Maintain knowledge of market best practice and competitor approaches.
- Develop dashboards and metrics to demonstrate the value and impact of the programme.
- Support wider client strategy and key client programme initiatives.
Client Interviews and Insight Gathering
- Conduct high-quality interviews with clients, including General Counsel, senior executives and in-house legal teams.
- Train BD colleagues and lawyers to conduct client listening, using clear process and supporting tools.
- Create discussion guides and interview frameworks tailored to specific objectives.
- Build rapport with clients and facilitate open, constructive conversations.
- Identify themes, trends, opportunities and risks arising from client feedback.
Insight and Reporting
- Analyse qualitative and quantitative feedback to produce meaningful insights.
- Prepare clear and commercially focused reports and presentations for partners and leadership teams.
- Translate client feedback into practical recommendations and action plans.
- Monitor progress against agreed actions and measure impact.
Stakeholder Management
- Partner closely with relationship partners, sector leaders and BD teams to embed client feedback into account plans and business development activities.
- Coach partners and client teams on effective client listening and relationship management.
- Support client service initiatives and programmes aimed at improving the overall client experience.
- Promote a culture of continuous improvement and client-centricity across the firm.
Programme Development and Innovation
- Evaluate new approaches, technologies and AI-enabled tools to enhance the efficiency and effectiveness of client listening activities.
- Maintain knowledge of market best practice and competitor approaches.
- Develop dashboards and metrics to demonstrate the value and impact of the programme.
- Support wider client strategy and key client programme initiatives.
The team
This role sits within our Client Development team, reporting to the Senior Client Development Manager within a team of six. The team has responsibility for building and implementing our firmwide Client Development Programme.
This team is a key part of our Business and Client Development Team, working collaboratively with BD colleagues to drive profitable growth across our priority, growth and target clients.
The Business and Client Development team is part of our broader Brand, Clients and Markets team. Knowledge, skills and experience
Experience
Client development and/or account management experience is essential as much of the role will be coaching and supporting BD colleagues and lawyers around client account management. The role is likely best suited to a Client Development professional operating at a Manager level with a minimum of 5 years' experience within professional services.
Skills and experience ideally to include:
Essential:
- Experience managing client feedback or client listening programmes, ideally within a professional services environment.
- Strong interviewing and facilitation skills.
- Excellent written and verbal communication skills.
- Ability to analyse complex information and distil insights into clear recommendations.
- Strong stakeholder management and influencing skills, with confidence working with senior partners and leaders.
- Project management experience and ability to manage multiple priorities.
- Commercial awareness and understanding of client relationship management principles. Desirable:
- Experience within a law firm or other professional services organisation.
- Knowledge of key client programmes and account management methodologies.
- Familiarity with client experience (CX) and Voice of the Client approaches.
- Experience using survey platforms, CRM systems and data visualisation tools.
- Understanding of AI tools and technologies that support insight generation and reporting.
The candidate
- A team player, with proven experience of a willingness to do what's needed across the board to contribute to growth
- Shows initiative, curiosity and willingness to suggest new ideas
- Flexibility
- An enthusiastic self-starter who has the ability and confidence to run with things
- Strong interpersonal and communication skills (both verbal and written)
- Analytical with excellent attention to detail
- Effective at building networks, fostering collaboration, and maintaining strong stakeholder relationships to drive change within the business
- Professional, credible and impactful, confident with persuading and influencing where appropriate
- Committed to being a part of a supportive, inclusive and collaborative firm culture
- Willing to roll up their sleeves to help others when required
- Demonstrates a growth mindset and is committed to lifelong learning to build knowledge and expertise
