Client Operations & Strategic Growth Manager

We have a well-established global Marketing and Business Development team, which manages strategic global pitches and drives firm-wide profile building initiatives. Working hours are 35 hours per week, 9:30am to 5:30pm, but additional hours may be required. We are happy to consider agile and flexible working patterns. Our approach to hybrid working allows for up to 40% of time working from home and 60% working in the office.

Legal departments are transforming rapidly, driven by rising expectations for efficiency, transparency, and the strategic use of technology. Clients are seeking innovative ways to manage risk, control costs, and unlock greater value from their legal services. At Hogan Lovells, we are investing in stronger client partnerships, smarter operations, and new capabilities, including responsible use of advanced technologies to help our clients achieve their goals.

As a Client Operations partner, you will:

• Develop, maintain, and execute a strategic client plan;
• Identify opportunities to deepen the client relationship and propose creative, strategic approaches to expand engagements;
• Serve as a central communicator for the client team – sharing updates, guiding meetings, and organising agendas, notes, and action items;
• Plan and execute internal and external client meetings, client-facing events, CLE programs, sponsorships, and other initiatives that strengthen the client relationship;
• Assist with panel management and formal and informal pitch opportunities, including preparing teams for pitch presentations and ensuring that pitch documents reflect key messages for developing the client relationship;
• Support client service excellence through reporting, client feedback, and collaboration with internal teams on billing, guidelines, conflicts, and operational needs.

Billing and Budgeting: Partner with internal stakeholders to develop detailed plans for legal matters, including timelines, milestones, budgets, and resource requirements; track budgets and generate reports; monitor internal teams for adherence to client billing guidelines when opening new matters, processing client invoices, and reviewing time entries for accuracy and compliance; work with the client’s billing department to ensure compliance, transparency, and predictability; ensure consistency across matters and proactively seek solutions for issues and improvements.

AI Enablement and Billing Compliance: Oversee the firm’s AI engagement with the client, including approval processes for new tools, billing, notification and time-entry requirements, and internal licensing needs; communicate and train internal teams on applicable AI tools and track the firm’s commitments around usage of AI; serve as primary point of contact internally for the firm’s AI commitment, including tracking issues, identifying resolutions, process improvements, and reporting.

Pricing and Fee Arrangements: Coordinate and monitor work on matters performed against specific fee arrangements with the client; track work to ensure it stays inside the scope and coordinate supplemental bills/credits when work is outside the arrangement; centrally coordinate fee tracking across client projects to ensure compliance; engage with a core internal working group on pricing negotiation.

Qualifications:

• Strategically and commercially-minded with the ability to translate emerging business issues and developments into opportunities to drive client growth.
• Experience coordinating budgets for a multi-matter portfolio and partnering with Finance.
• Familiarity with outside counsel guidelines and time-keeping standards that drive billing compliance.
• Ability to troubleshoot and analyse data.
• Pragmatic, diplomatic, and resourceful, with the ability to adapt quickly to different situations and personalities.
• Ability to build strong relationships with all levels of lawyers and client contacts.
• Confidence to pursue best practices and continuous improvement.
• Strong organisational skills and an ability to prioritise and complete simultaneous projects with minimal supervision.
• Experience working independently, as well as within cross-functional teams in a collaborative, professional environment.
• Proactive and persistent in engaging busy stakeholders, with a strong commitment to following through on agreed goals and deadlines.
• Excellent writing and presentation skills with an exacting attention to detail in all work product.