Client Care Associate Manager

Ideas People Trust. We are BDO, an accountancy and business advisory firm providing the advice and solutions entrepreneurial organisations need to navigate today's changing world. We work with ambitious, entrepreneurially-spirited and high growth businesses that fuel the economy and directly advise the owners and management teams leading them.

Our Marketing and Business Development team is the driving force behind the creativity and growth at BDO. Their main goal is to equip the business to win, covering most touchpoints of the customer journey. You will be supported to build your career while being yourself in the office. Help the firm succeed by staying ahead of the latest market trends, confidently implementing your ideas, and collaborating with a range of stakeholders. You will be rewarded with a great work-life balance and a career with real purpose.

Leading organisations trust us because of the quality of our advice, which grows from a thorough understanding of their business through close collaboration and building long-lasting relationships. You will enjoy team leadership and be comfortable working proactively, managing your own workload, and communicating regularly with senior managers, directors, and BDO's partners.

Client Care works closely with Marketing, Business Development, and Key Account Management teams to support BDO's strategy and growth ambitions. You will report to the Senior Client Care Manager and be responsible for delivering our firm-wide client care programme, managing one direct report, a Senior Client Care Executive.

Our Client Care Programme is central to our commitment to high-quality engagements, exceptional client service, and continuous improvement. Core activities include listening to our clients and collecting feedback through in-depth interviews and online surveys. We analyse this feedback to drive service improvements and strategic planning.

We are seeking a Client Care Associate Manager to play a key role in the success of our Client Care Programme as we expand and scale it in line with our firm-wide strategy and growth plans. Your proactive approach will support the efficient day-to-day running of the programme, helping us achieve our goals and targets. We value ideas from all levels, so you will have the opportunity to make a real impact.

You will work with the Senior Client Care Manager and senior stakeholders to deliver a structured, firm-wide approach to client feedback and development, ensuring processes are followed and engagement is maintained across the business. You will collaborate closely with our Clients and Markets Partners and our Marketing and Business Development teams to ensure alignment with our firm-wide strategy model and Stream growth plans.

Your responsibilities will include:

• Supporting the development and day-to-day management of the Senior Client Care Executive.
• Project managing client feedback survey cycles, including internal communications, processing nominations, monitoring responses, and generating reports.
• Analysing client feedback and insight data, providing strategic recommendations for service improvements, competitor intelligence, and new business opportunities.
• Creating department briefing packs, presentations, and reports, and presenting feedback findings at department meetings as required.
• Collaborating with the Database Office to build and maintain reporting dashboards in Power BI and utilising the Dynamics 360 CRM system.
• Keeping up to date with market knowledge, including sector and competitor activity, sharing insights and best practices with the Client Care and MSC teams.

You will possess:

• Excellent communication, relationship, and stakeholder management skills.
• A commercial mindset with innovation and creativity in problem-solving and programme development.
• Strong analytical skills and attention to detail, comfortable working with large data sets in Excel and using data systems like Power BI, Power Automate, and Power Apps.
• Experience using feedback platforms such as Qualtrics, Questback, MS Forms or similar.
• Project management experience with the ability to manage multiple projects with critical deadlines.
• Experience handling sensitive data, maintaining confidentiality.
• Professionalism, flexibility, and being a team player.
• Experience conducting client interviews and strong listening skills (desirable).
• Experience working in a professional services environment (desirable).

Mutual support and respect is one of BDO's core values, and we are proud of our distinctive, people-centred culture. Our agile working framework helps us stay connected, bringing teams together where and when it counts. At BDO, you will always have access to the people and resources you need to do your best work.

Collaboration is key to creating value and satisfying experiences at work, and we have invested in state-of-the-art collaboration spaces in our offices. BDO's people represent a wealth of knowledge and expertise, and we encourage you to build your network, work alongside others, and share your skills and experiences. With a range of multidisciplinary events and dedicated resources, you will never stop learning at BDO.

At BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy. Our success is powered by our people, which is why we are always finding new ways to invest in you. We have a clear purpose and are confident in our future, adapting and evolving to build on our strengths.