At a Glance
- Tasks: Lead client programmes and enhance client experience through strategic initiatives.
- Company: Dynamic firm prioritising client relationships and growth.
- Benefits: Flexible working options and a commitment to diversity and inclusion.
- Other info: Fast-paced environment with opportunities for professional development.
- Why this job: Make a real impact on client relationships and drive business success.
- Qualifications: Experience in client management and strong relationship-building skills.
The predicted salary is between 50000 - 65000 £ per year.
Client Programme Manager – based in either the Bristol or Edinburgh office, supporting the firm's Markets strategy by driving forward three key strategic client development workstreams: Key Account Management (KAM), Client Feedback, and Client Experience (CX).
Overview
Client Experience (CX) is a strategic priority for the firm, and this role will be central to embedding best practice and delivering an integrated, consistent approach across the business. Reporting to the Head of Client Programmes, you will influence senior stakeholders and lead initiatives that strengthen client relationships and deliver profitable growth.
Key Responsibilities
- Implement and manage the firm's Key Account Programme, working closely with the Head of Client Programmes and external consultancy partners.
- Develop and embed a structured, best‑practice approach to client analysis, account planning, and internal engagement.
- Create and deliver strategic client development plans in collaboration with Client Partners and their teams.
- Facilitate regular client team meetings to share insights, identify cross‑selling opportunities, and plan development activities.
- Design and implement a KAM toolkit and monitor KPIs, reporting progress and evolving CRM systems to share insights and best practice.
- Drive the collection and use of client feedback to enhance the firm's CX programme.
- Work with external insight providers to embed new technologies and improve reporting formats.
- Ensure feedback drives continuous improvement across sectors and departments.
- Develop and deliver a prioritised plan to improve client experience across the lifecycle.
- Collaborate with the Head of Pursuits to create robust onboarding processes for strategic appointments.
- Embed best practice approaches into BAU client management.
What We're Looking For
- Proven experience in implementing and driving client programme plans, ideally within a professional services environment.
- Strong relationship management, influencing, and facilitation skills to engage senior stakeholders.
- A track record in client management/business development is desirable.
- Self‑assured, credible, and able to challenge constructively.
- Highly organised, proactive, and resilient, with excellent time management skills.
- Ability to thrive under pressure in a fast‑paced environment with changing priorities.
Equal Opportunities Statement
We welcome applications from all backgrounds and identities. As a Disability Confident Leader, we offer an accessible recruitment process and guarantee interviews to disabled applicants who meet the minimum criteria. We also offer flexible working options for this role.
Client Programme Lead – KAM & Client Experience employer: Burges Salmon LLP
As a Client Programme Lead at our Bristol or Edinburgh office, you will join a dynamic and inclusive work culture that prioritises client experience and professional growth. We offer flexible working options, a commitment to diversity, and opportunities for continuous development, ensuring that you can thrive in your role while making a meaningful impact on our strategic client initiatives.
StudySmarter Expert Advice🤫
We think this is how you could land Client Programme Lead – KAM & Client Experience
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. We can’t stress enough how important it is to make connections that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its clients. We want you to know their values and how they approach client experience, so you can show them you’re the perfect fit!
✨Tip Number 3
Practice your pitch! You need to be able to clearly articulate your experience and how it aligns with the role. We suggest rehearsing with a friend or in front of a mirror until you feel confident.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way. We believe it shows your enthusiasm and keeps you fresh in their minds.
We think you need these skills to ace Client Programme Lead – KAM & Client Experience
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in client programme management. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Skills:Don’t just list your skills; give examples of how you've used them in previous roles. Whether it's relationship management or driving client feedback, we want to see how you’ve made an impact.
Be Authentic:Let your personality shine through! We value authenticity, so don’t be afraid to share your passion for client experience and how you can contribute to our team.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at Burges Salmon LLP
✨Know Your Client Programmes
Make sure you understand the firm's Key Account Management (KAM) and Client Experience (CX) strategies inside out. Research how they implement these programmes and think about how your experience aligns with their goals. This will help you speak confidently about how you can contribute.
✨Showcase Your Relationship Skills
Prepare examples that highlight your relationship management and influencing skills. Think of specific instances where you've successfully engaged senior stakeholders or facilitated team meetings. This will demonstrate your ability to drive client development plans effectively.
✨Be Proactive and Organised
During the interview, convey your proactive approach and excellent time management skills. Share how you’ve managed multiple priorities in fast-paced environments before. This will reassure them that you can thrive under pressure and adapt to changing priorities.
✨Emphasise Continuous Improvement
Discuss your experience with collecting and using client feedback to enhance services. Be ready to talk about how you've driven continuous improvement in previous roles. This aligns perfectly with their focus on enhancing the client experience across the lifecycle.
