Senior Client Programmes Manager

{"description": " Do you believe exceptional client experience is fundamental to long-term success? At Burges Salmon , it is. Our clients trust us with their most complex and valuable work, and we believe how we work with them matters just as much as what we deliver. That's why Client Experience at the heart of our Markets strategy. We're looking for a Senior Client Programmes Manager to join our Client Programmes team, a role with real influence across the firm and a clear remit to manage clients and embed best-practice client programmes that drive stronger relationships, profitable growth and continuous improvement. Working closely with the Head of Client Programmes , you'll play a key role in delivering three critical firm-wide client development work streams: Key Account Management (KAM), Client Feedback, and Client Experience (CX) . You'll work with clients, Partners, lawyers and business services colleagues across the firm to understand client needs, managing a portfolio of
key clients, and embedding practical frameworks that make excellent client experience part of day-to-day business, not a bolt-on. This is a client facing, delivery-focused role with scope to influence how we work, challenge existing approaches, and help teams continuously improve the experience we offer our clients. What you'll be doing Key Account Management Manage the day-to-day delivery of the firm's Key Account Programme. Manage a portfolio of key clients and relationships. Develop and deliver strategic client development plans with Client Partners and their teams. Run regular, output-focused client team meetings to identify opportunities and plan activity. Help develop and embed a KAM toolkit to support consistent account management. Client Feedback & Client Experience Support the ongoing delivery and improvement of the firm's Client Listening and Client Experience programmes. Increase the quality and quantity of client feedback collected. Ensure feedback is translated into clear
actions that drive CX improvement. Develop reporting that highlights key themes and supports continuous improvement. Help deliver a prioritised Client Experience action plan across the client journey. Collaboration & Development Work closely with lawyers and colleagues across Marketing and wider Business Services. Support CX projects alongside project management colleagues. Embed best practice across the full client lifecycle so it becomes business as usual. Contribute to developing others through collaboration, coaching and knowledge-sharing. What we're looking for We're looking for someone who combines strong relationship skills with the confidence and credibility to drive change, alongside: Proven experience of leading and delivering client programmes end-to-end, ideally within a professional services environment. Excellent relationship management, influencing, communication and facilitation skills, with the confidence to engage with and challenge senior stakeholders constructively.