Client Listening Manager – Progressive International Law Firm – Bristol
This is a great Bristol based opportunity for an experienced client listening specialist to join an agile and progressive international law firm to develop and manage the firm's newly refreshed Client Listening Programme.
The Client Listening Manager will working closely with the Head of Client Listening and Head of Client Engagement on the development and management of the Client Listening Programme, embedding a culture of continuous client feedback across all sectors and practice areas. You will manage a pipeline of clients across sectors and practice areas to ensure the timely collection of feedback throughout each stage in the client journey and work with the Head of Client Engagement, Partners and CRM Teams on the application of the client listening results to grow and secure client relationships. The successful candidate will conduct Client Listening interviews with clients and coach Partners on effective listening, analyse results across the programme and share findings with the Executive Board, Sector Heads, Cluster Heads and Client teams. The role holder will be responsible for developing bespoke reports and dashboards to monitor actions arising from the client feedback and the development and implementation of the Client Listening communications strategy to increase awareness of the programme both internally and externally. You will also work with a Client Exec and Co-ordinator to oversee the maintenance and development of Client Listening tools and templates.
The chosen candidate will have a good academic background or equivalent and an in-depth experience of client listening programmes and of conducting client listening interviews within a professional services environment. Highly credible with the ability to influence, challenge and coach senior stakeholders, the Client Listening Manager will have strong writing skills and project management experience and the ability to manage to tight deadlines.
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