Client Experience Senior Manager - Global

Company Description

Who we are

We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise.

Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. That’s why we’re so proud of our inclusive, friendly, and team-based approach to work.

You’ll find our clients in commercial and industrial sectors, the financial investor community, governments, regulators, trade bodies, and not-for-profit organisations. But no matter who they are or why they’ve reached out to us, we provide a world-class service every step of the way. And that’s possible thanks to the entrepreneurial spirit and conscientious approach to work that you’ll find across all of our teams.

Whichever area of the business you join, you’ll become an integral part an innovative, diverse and ambitious team of people. Clifford Chance is a place where the brightest minds and the best of colleagues meet.

Job Description

Underpinning our plans for growth, is our ambition to grow and develop our client relationships, by delivering through a client first culture of collaboration and outstanding client experience. To support us in delivering on this ambition we are seeking a talented and experienced Client Experience Senior Manager.

The Client Experience Senior Manager will be responsible for defining, executing and managing our global client experience strategy, working alongside the Firm's Chief Client Officer and reporting to the Global Head of Client Insights and Business Intelligence. This individual will lead our efforts to develop and retain high-value strategic client relationships by ensuring the Firm exceeds expectations at every client touchpoint, that our services align with client needs and market demands, and that the client feedback process drives client-centric action. This role requires a data-driven and strategic thinker with a proven track record enhancing client satisfaction in a global market.

What you will be responsible for

Strategy:

Work with the Global Head of Client Insights and Business Intelligence to:

• Develop, evaluate and implement a comprehensive global client experience strategy that aligns with the Firm's strategic goals for growth, whilst deepening client relationships for the Firm and ensuring consistency in client interactions across all touchpoints

• Implement and manage a comprehensive client feedback programme, including relationship and matter reviews, surveys, interviews, client panels and focus groups as relevant, collaborating with key stakeholders, including relationship partners and business development, to define roles and responsibilities within this programme and to meet clearly defined KPIs

• Enhance and develop the framework and processes for collecting, monitoring, analysing and acting upon client feedback, as well as industry and market developments impacting clients

• Develop and deploy a strategy to leverage, report and communicate client feedback and data on the client experience in line with best practice, including the development of internal reporting dashboards, platforms, systems and technology

Client Development:

• Client-facing: demonstrate best practice in understanding client needs, interpreting client feedback and actioning feedback to improve the client's experience of the Firm, initiating and attending client relationship meetings as part of the implementation of the client experience strategy

• Ensure a consistent and exceptional client experience across all regions, business units and practice areas, continuously assessing and improving client satisfaction on a global scale

• Support and educate key stakeholders in developing client experience skills and best practice in interacting with clients in accordance with the global client experience strategy. Collaborate with the global learning and leadership development team to embed these skills within the Firm

• Collaborate with the Client Insights and Business Intelligence team to leverage market analysis identifying key trends, opportunities, and challenges within the legal industry and use this data to refine and adapt the client experience strategy, ensuring it remains competitive and aligns with current market expectations

• Communicate and implement the client experience programme on a global basis to ensure consistency across the Firm's network, ensuring it is relevant to all industry sectors, practices, and regions

• Use client voice data to identify, highlight, communicate and target opportunities for global business growth within our existing client portfolio

• Establish, track and monitor a set of metrics to track the performance of client experience and client feedback efforts in support of the client growth strategy. Analyse these metrics to offer valuable insights and strategic recommendations to key stakeholders, supporting informed decision-making and continuous improvement

• Use the client experience programme to support global standards for client service excellence. Use the client voice, and client experience data to track and review performance against client service excellence metrics, identify areas of under-performance and make recommendations and implement improvement plans

Stakeholders and Relationships:

• Collaborate with practice areas, sector leads, business development and leadership groups to ensure client experience processes and success metrics are included in client, sector and practice area strategies and that stakeholders are equipped to meet client feedback metrics

• Support the implementation of these plans by setting clear client experience priorities, sharing them with relevant teams, and fostering active engagement. Monitor and track follow-up actions

• Collaborate with the innovation and technical teams to ensure client feedback is collected, monitored and reported on digitally and in accordance with current best practice

• Seek, track and monitor client feedback via all avenues including external market research, returning secondees and the Alumni programme, collaborating with key stakeholders accordingly

• Foster a culture of collaboration and knowledge sharing across teams to ensure that teams across the network are strongly positioned to leverage client experience and client feedback activities

Team Development:

Over time, develop a business case and strategy to create a team of client experience professionals, fostering a culture of high performance, teamwork and collaboration, with data-driven decision-making and innovation at the forefront.

Qualifications

Your experience

Understanding client needs:

• You will have substantive professional experience and a demonstrable track record in client experience, client development, business development, or a related field, with significant experience in a senior role within a global organisation

• Experience in the legal industry or professional services is highly preferred

• Proven track record of developing and executing successful client experience strategies and programmes in a global context

Excellent commercial and strategic thinking:

• Strategic thinker with strong analytical skills and the ability to make data-driven decisions

• Ability to spot client trends that positively impact the business

• Strong analytical skills, both from a numerical and conceptual viewpoint, able to analyse qualitative and quantitative data.

Communication and presentation skills:

• The ability to work effectively and co-operatively with senior stakeholders and clients, across borders and in a matrixed organisation, is vital.

• A positive and robust attitude to pressure and difficulties.

• The ability to deliver clear and strategic advice to a range of stakeholders.

• A confident, firm and positive approach; comfortable dealing with people at all levels in the Firm.

• Clear and effective communication; both verbal and written.

• Strong listening skills.

• Excellent interpersonal and communication skills, with a demonstrated ability to build and maintain relationships with clients, colleagues, and industry partners.

• Willingness to travel internationally as required.

How we will support you

From your first day with us, you will have varied opportunities to continuously grow and development your skills and knowledge. From formal training, informal coaching and mentoring through to skills-based and technical training and on the job learning.

Additional Information

Hybrid Working

This role follows our 'balanced' hybrid working approach and as long as business needs allow, you will be supported to work in a hybrid way with the expectation of working from the office for a minimum of 50% of your time.

What we offer including our broad range of benefits and working environment

When you join Clifford Chance, you will have access to a broad range of benefits to support you across many aspects of your personal and professional life including financial, wellbeing, lifestyle, and family friendly benefits. For more information on what we offer specifically in the UK, please visit our What We Offer page on our career site.

Equal opportunities statement

At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society. 

We are committed to treating all employees and applicants fairly and equally regardless of their gender, gender identity and expression, marital or civil partnership status, race, colour, national or ethnic origin, social or economic background, disability, religious belief, sexual orientation, or age. This applies to recruitment and selection, terms and conditions of employment including pay, promotion, training, transfer and every other aspect of employment.

We have a variety of flourishing employee networks. These networks are a place for colleagues to share experiences and advocate for change wherever they see an opportunity for improvement.

Our goal is to deliver an equality of opportunity, an equality of aspiration and an equality of experience to everyone who works in our firm. 

Find out more about our inclusive culture here.

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