Client Listening Manager

An exciting opportunity for an experienced client development or account management professional to lead and shape a high-profile client listening programme. Working closely with senior stakeholders, you will gather client insights, strengthen key relationships and help drive firmwide growth through a more client-centric approach.

Key Responsibilities

• Lead and continuously develop the client listening and feedback programme across key clients, sectors and practice areas.
• Conduct client interviews and feedback reviews, gathering meaningful insights from senior stakeholders and decision-makers.
• Design and deliver structured feedback initiatives, including relationship reviews, post-pitch reviews, surveys and post-matter reviews.
• Analyse qualitative and quantitative feedback, producing actionable insights, reports and recommendations.
• Partner with relationship leaders and business development teams to embed client feedback into growth and account plans.
• Coach and support stakeholders on client listening best practice, relationship management and client engagement strategies.
• Monitor progress against agreed actions, measuring impact and driving continuous improvement in the client experience.
• Evaluate new technologies, including AI-enabled tools, to enhance insight generation, reporting and programme effectiveness.

Key Requirements

• Proven experience managing client development, account management or client listening programmes within a professional services environment.
• Strong interviewing, facilitation and stakeholder management skills, with the ability to engage credibly with senior leaders and clients.
• Excellent analytical and communication skills, with the ability to translate complex feedback into clear commercial recommendations.
• Demonstrable project management experience, with the ability to manage multiple priorities and drive initiatives forward.
• A proactive, commercially minded individual with strong emotional intelligence, relationship-building skills and a passion for delivering exceptional client experiences.