Client Engagement Manager

Open, collaborative, and supportive – just three words to describe our working culture. Join us as a Client Engagement Manager and your hard work will be valued, your ideas recognised and you’ll be empowered to develop and progress in your career.

Your Role: You have the opportunity to join a genuinely client-centric law firm that advises many of the UK’s leading businesses. You will be responsible for developing a number of our most significant client relationships and helping to shape our Client Engagement and Client Listening Programmes. This is a client-facing role, working with Client Relationship Partners and their client teams to develop deeper, stronger relationships and deliver profitable growth. You will be supported by a Client Engagement Executive and will work closely with other business services professionals from across our BD, FutureLaw, Knowledge Management, L&D, ED&I, Sustainability, Risk and IT teams.

Responsibilities:

• Create and deliver strategic client development plans, working closely with Client Relationship Partners and their teams.
• Quickly build rapport and establish effective working relationships with key stakeholders to understand client needs and business requirements.
• Proactively drive CRM activity and engagement with the clients you are responsible for.
• Run regular, output-focused client team meetings to share knowledge, identify opportunities for cross-selling and plan client development activities.
• Share relationship investment, service delivery and client development best practice.
• Proactively engage with other client and business services teams to share ideas and drive active client engagement.
• Use the CRM system and other tools to monitor progress, share client insights and best practice.
• Work with the Lead Client Programme Manager to shape and develop the firm’s Client Listening and Client Engagement Programme framework.
• Support the accountability and governance of the Client Engagement Programme through regular reporting and client reviews.
• Share the work we are doing with our clients across the firm through internal communications channels.

External requirements:

• Help to broaden client connections across both the client’s business and TLT to institutionalise client relationships.
• Undertake client relationship mapping to identify gaps where the firm can deepen and grow relationships.
• Lead on the delivery of client contractual requirements (MI, secondees, etc.) and ensure that bid promises are upheld.
• Identify issues that are of importance to our Key Clients and feed these back to central BD, knowledge and marketing teams, giving the TLT teams reasons to engage further with clients.
• Manage regular Relationship Review meetings, including research, setting agendas, drafting relationship review reports and managing follow-up actions.
• Actively build your own network of client relationships with Panel Managers, Procurement, PAs, etc.
• Lead on panel reviews for clients in the programme and share relevant client information with those working on other sales opportunities.
• Promote the work we are doing with our clients through external communications including our website, social media channels and PR activity.

Your Skills and Experience:

• Excellent interpersonal and relationship building skills – gains respect and credibility quickly.
• Able to work at both a strategic and an operational level in a collegiate and collaborative manner.
• Proven track record of client management / business development within a professional services environment.
• Experience managing major bids with an emphasis on stakeholder and project management.
• Excellent copywriting, editing and proof-reading skills with strong attention to detail.
• Enthusiastic, confident, pro-active, persistent and robust.
• Good organisational skills – able to multi-task, strong time management skills.
• Knowledge of the Financial Services Sector would be advantageous.
• Financially literate.
• Able to work well under pressure and drive through major projects to completion.
• Able to understand wider business issues and develop new ideas to add value to the client development / BD process.
• Graduate or equivalent.

Your Team: The Business Development & Marketing team are instrumental in creating awareness of our brand to identify and win new business opportunities as well as delivering for our existing clients. This involves establishing and nurturing relationships and using everything from events to media relations to tenders to explore new business ideas. Within the team, have specialists in: Business Development, Bids, Internal and External Communications, Campaigns, PR, Client Engagement, Marketing and Design and Marketing Operations. TLT is different because we live our values. This comes down to the hard work we have put in building and promoting a strong brand that aligns to our business strategy.

About TLT: Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people. We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,200 people in offices across the UK and a network of partner firms across Europe, India and the US. In 2021 we were named The Lawyer’s Law Firm of the Year, recognising our incredible success story. Our purpose is to protect, prepare and progress our clients for what comes next and it’s essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute.

Benefits: We value our employees highly and we want you to feel valued. You’ll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance. At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people. TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of any of the characteristics protected by the laws in the locations in which we operate. We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on Recruitment.Operations@TLTsolicitors.com