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.
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