Client Development Manager

Birketts is a full service, UK Top 50 law firm. With a heritage spanning 160 years, we have more than 500 lawyers and legal professionals based in Cambridge, Chelmsford, Ipswich, London, Norwich and Sevenoaks. We advise businesses, government and public sector organisations and individuals in the UK and internationally across four principal practice groups: property, corporate services, litigation and private client advisory.

We are defined by our Next Level Law proposition. We work with our clients as a proactive partner, horizon scanning and thinking ahead to the changes, challenges or opportunities that they may face.

Next Level Law is also applied to our people. Our collegiate culture means everyone is encouraged to achieve their next level in everything they do.  RollOnFriday recently ranked us as the 5th best law firm to work at in 2024.

With our ambition to succeed, comes a strong desire to make a positive contribution to the communities we serve, and we are committed to delivering the objectives set out in our ESG strategy. Diversity plays an integral part in all that we do, with female partners comprising 40% of our partnership.

The Client Development team is an integral part of Birketts’ Business Development & Marketing team which has more than 25 experts working across all 6 of our office locations, who work together as integrated team, in support of the firm’s strategic objectives. The Client Development team champion the voice of the client, seeking and acting on client feedback across the firm to make positive client-focused change.

The team are dedicated to key account management, driving the firm’s client programme, 'Enterprise' and pro-actively promote the discipline of client relationship management and delivery of an outstanding client experience.

This is a multi-disciplinary, hands-on role with a strong focus on key account management. Our ambition is that the Client Development team work collaboratively with 'Enterprise' Client Partners and Client Relationship teams across the business to pro-actively manage Enterprise client accounts for the benefit of the wider firm.

Specific responsibilities and accountabilities would be as follows:

Enterprise Client Programme

• Pro-actively contribute to the development of the Enterprise Client Programme strategy aligned with the firm’s strategic objectives.
• Support the development of measurement and reporting of programme success against KPIs.
• Build an understanding of how the firm can best position itself in relation to Enterprise Clients.
• Work alongside Enterprise Client Partners to implement initiatives to strengthen the client relationship.
• Contribute to the broader firm approach to client relationship management for Enterprise Clients.
• Actively promote and drive Enterprise firm-wide, sharing best practice for the benefit of the wider firm.
• Working alongside the Bids team on major new client wins to take forward pitch to promise actions.
• Work closely with BDM colleagues including BD, Bids, Digital and Design teams.
• Drive revenue growth by providing proactive support, working in collaboration with Enterprise Client Partners and Client Relationship Teams to develop client plans for Enterprise Clients, driving action and executing tactics and levering cross.
• Undertake comprehensive research, developing a deep understanding of Enterprise Clients’ business strategies.
• Demonstrate extensive knowledge in front of Enterprise Client Partners and senior firm leadership.
• Manage Enterprise Client budgets, ensuring return on investment.
• Intapp (CRM system) and data ambassador.

Client Listening Programme

• Drive our Client Listening Programme, promoting a culture of client feedback, using client service reviews and post transaction reviews to build stronger client relationships, and drive client service excellence.
• Deliver and embed the client experience survey across the business.
• Working alongside our research agencies to deliver any firm-wide client listening initiatives and bespoke client feedback projects, including analysis, data interpretation and report development.
• Identify and report to senior management on aggregate themes and trends.
• Promote and secure business change because of client feedback.
• Advise partners and client teams on delivering a leading client experience, developing relevant best practice and training materials.

Intermediaries

• Contribute to the firm-wide intermediaries’ strategy, with shared responsibility for implementation.

Client Relationship Management

• Champion for rigorous client relationship management, supporting the development of best practice and internal campaigns.
• Excellence knowledge of the tools and processes used to build client relationships and drive revenue.
• Supporting internal training programmes and initiatives.

Client Experience

• Supporting the development of best practice, toolkits, and internal campaigns to support our lawyers deliver an outstanding client experience.
• Leading continuous improvement projects to improve our client experience.
• Supporting internal training programmes and initiatives.

The ideal candidate will come from a large national or global law firm (or accountancy/financial services firm), with proven key account management experience. Transferable sector experience is desirable, but not essential.

We are looking for:

• Proven, strong, prior experience of client development and managing key client accounts, gained within a fast-paced professional services or financial services environment.
• Excellent client management skills, with a real passion for delivering an exceptional client experience.
• Strong strategic thinking abilities, with the capacity to develop and execute relationship strategies.
• Possesses the ability to communicate with and influence key partners and lawyer groups.
• Strong project management skills, able to work to tight deadlines and ability to assimilate information quickly.
• Ability to demonstrate a results-oriented, proactive approach.
• Strong research and business writing skills.
• Strong people skills, including confidence, positivity, tenacity, diplomacy, and ability to gain credibility quickly.
• Ability to work in collaboration with teams across the business.
• Demonstrates attention to detail, with a high level of accuracy.

We are committed to recruiting individuals on merits of suitability for each role, based on qualifications and experience. All applications are treated fairly and equally regardless of sexual orientation, race, disability, religious beliefs, and any other protected characteristic, ensuring that there are equal opportunities at all stages of the recruitment process.

Benefits
One of the best things about joining Birketts is our rewards package. At Birketts we are appreciative of the people who work for us, and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• 25 days holiday (FTE) plus Bank Holidays
• Long Service holiday award – 1 extra week every 10 years continuous service
• Private Healthcare - BUPA (offered after probation is passed)
• Scottish Widows Pension Scheme (5% employer / 5% Employee)
• Staff Profit Share / Salary sacrifice (Pensions, Staff Profit Share)
• Life Assurance - 4 x salary / Permanent Health Insurance
• Paid ESG (Environmental, Social and Governance) day
• Enhanced Maternity/Paternity Leave
• Season Ticket Loan
• Gym Flex membership
• Electric car scheme
• Dress for your Day Policy
• Agile Working Policy.