Client Development Manager in London

This is an integral role within the client relationship team, which provides strategic and tactical direction around how we look after our clients across our firm. Working in close collaboration with the Head of Client Relationships, Senior Client Listening Manager and Senior Client Relationship Exec, you will support the management and continued development of the firm’s Priority Clients. You will be responsible for onboarding, embedding and growing the firm’s client relationships and accounts, as well as maintaining and delivering client development best practices to be leveraged throughout our firm.

The Client Relationship Manager will provide support, ownership and deliver the team’s objectives to manage client relationships and provide insight. Reporting to key stakeholders across the firm to maximise opportunities. You will also work closely across the Client Listening programme and Client Excellence Agenda to collate and share client feedback and support initiatives to improve and diversify relationships. You will also collaborate with Business Development and New Business teams in the firm to ensure that business development activities and growth priorities are supported by our client strategies and business plans and client plans are aligned.

You will also be involved in client‑led initiatives, such as the IHL Alumni programme and inputting ideas for client‑led internal comms, such as Showcase.

The Client Relationship Team is at the forefront of our firm’s success, embedding and growing client relationships that align with our dynamic strategy. The team drives client innovation, develops, fosters and embeds strong client relationships and creates a circle of feedback and listening to enable us to cross‑sell, learn and grow. Building and developing strong client relationships is at the core of our clients & markets strategy. We take a proactive approach to understand our clients’ goals and challenges. Our approach to client development seeks to offer support, insights and technology solutions that ensure our clients feel valued and supported throughout their journey with us.

Our team manages client listening initiatives, and we emphasise the importance of actively listening to our clients’ feedback and insights. Their invaluable feedback ensures our clients influence our decision‑making and development. Our team plays a crucial role in understanding the client, identifying opportunities, mitigating risk and crafting impactful ideas and initiatives to develop the work we do with the client across the firm. In summary, the Client Relationship Team is dedicated to driving innovation, nurturing client relationships, implementing tailored programs, listening to client feedback and securing new business opportunities. Together, we aim to strengthen our market position and deliver exceptional value to our clients.

Main Responsibilities

• Work with Client Partners and client teams to proactively support on client development opportunities. This will include scheduling client development calls and strategy meetings to review the account plans, take note of agreed actions and ensuring these are recorded on the client page.
• Produce, maintain and drive key relationship development tools including the account plan, quarterly relationship statement, team sheets, team relationship maps, welcome packs, management information reports and client pages.
• Work with the Senior Client Listening Manager to report on client listening and feedback activities for the key clients. Ensure these are fed into the account plans.
• Run independent client listening and build direct relationships with key clients in conjunction with the Client Partner.
• Proactively track client and industry news and trends. Commission client, competitor, and market research to support client plans.
• Be intellectually curious about our clients, the firm and the markets in which it operates, continually keeping up to date with developments and know how to keep our service offering front of mind for our clients.
• Develop a deep understanding of our clients, to spot opportunities for revenue generation and look at the best channels to take that forward.
• Prepare secondment guidance for any Legal Advisors going onto secondment and assist with secondee briefings and debriefs, ensuring they provide regular feedback to strengthen Shoosmiths position.
• Support client teams on client development projects such as events and panel days, providing advice and insight where needed.
• Provide training to internal stakeholders on the client relationship tools and relationship management best practice.
• Support internal communication of client relationship activities and key client announcements.
• Promote best practice, The Guide, The Client Excellence Agenda, client awareness and advocate client centred behaviours.
• Work with the wider Client Relationship team to share relevant SATOY touchpoint and cross‑selling suggestions with the Partnership, Legal Directors and Associates.

Skills & Qualifications

• Previous client relationship management experience gained in a professional services environment. An understanding of the legal sector is advantageous.
• Experience of carrying out client and market research reviewing/managing client plans.
• Able to work using own initiative with close attention to detail and high levels of accuracy.
• A strong communicator with exceptional writing skills and attention to detail.
• Strong stakeholder management skills, able to confidently liaise at all levels and build collaborative working relationships.
• Solutions oriented with a passion for delivering excellent client service. Good commercial acumen.
• Good working knowledge of MS Office and CRM systems (InterAction would be an advantage).

The firm

Shoosmiths stands as the go‑to legal partner for clients seeking exceptional service, sharp insights and a relentless dedication to what truly matters. With offices across the UK and Brussels, we stand by the world’s most dynamic and ambitious enterprises, clients who drive meaningful change. We seek to support our clients with the most market leading corporate, litigation and real estate matters.

Our ethos empowers individuals to embrace their true selves, fostering collaborative teams who are dedicated to excellence and innovation. Our values and culture pulse through every facet of our organisation. We have an outstanding benefits package to complement our competitive remuneration system. In addition to competitive salaries, a great working environment and high‑quality work, we believe that all staff should be rewarded for their commitment to the continued success of the firm through a comprehensive and flexible range of benefits.

Equal opportunities

Our approach to our people is underpinned by our approach to diversity, inclusion and well‑being. Our ambition is to build a diverse and ambitious workforce that reflects all backgrounds and talents, and a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues. This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.