Client Programme Manager

• Coordinate and implement the firm's Key Account Programme, embedding a structured best practice approach with support from senior BD leaders and external consultants.
• Ensure a consistent framework for client analysis, account planning, client development and internal engagement, adapting methods for different client categories.
• Develop and roll out a Key Account Management toolkit, collaborating with partners, lawyers, BD managers and business services teams.
• Monitor and measure KAM Programme KPIs, establishing a regular reporting system to track progress.
• Lead the Client Listening Programme, increasing both the quality and volume of client feedback and embedding it into the firm's culture.
• Partner with a client insight consultancy, integrating new technologies and refining reporting to highlight key themes that drive continuous improvement.
• Manage client on-boarding processes, ensuring smooth transitions from panel appointments to delivery, implementing on-boarding plans, and embedding best practice into business-as-usual client management.
• Collaborate with other business services (e.g. Finance) and proactively upskill marketing and wider business teams to strengthen client-focused practices.

• Strong influencing, communication, and facilitation skills, with the credibility to challenge senior stakeholders and drive change.
• Proven track record of delivering client programmes, managing processes, and implementing change, ideally within professional services.
• Confident, proactive, and resilient, able to instil trust, prioritise effectively, and adapt in fast-paced, high-pressure environments.
• Flexible with excellent time management, capable of overcoming challenges and maintaining focus despite setbacks.

Blue Legal