We are looking for a
Client Programme Manager
, based in either our
Bristol or Edinburgh office
, to support the firm's Markets strategy by driving forward three key strategic client development workstreams:
Key Account Management (KAM), Client Feedback, and Client Experience (CX).
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.
As our
Client Programme Manager
, you will be responsible for:
Key Account Management (KAM)
* 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.
Client Feedback & Listening Programme
* 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.
Client Experience (CX)
* 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.
Join us and help shape the future of client experience at Burges Salmon, where your ideas, initiative, and influence will make a real difference.
Why Burges Salmon?
We're a firm that values innovation, collaboration, and continuous improvement. You'll be supported to grow your skills, contribute your ideas, and make a real impact. With a strong commitment to wellbeing, flexible working and a culture that celebrates individuality, Burges Salmon is a place where you can thrive.
We're proud to be named RollOnFriday's '
Best Law Firm to Work At'
for four years running and one of
The Times Top 50 Employers for Gender Equality 2024
. We're also
Platinum-accredited by Investors in People
for our commitment to developing our people.
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're happy to discuss flexible working options for this role.
Interested in applying or want to learn more?
The full job description is linked below. If you have any questions about the role or the recruitment process, please don't hesitate to get in touch with Jenna Hazel, Senior Resourcing Business Partner, at [email protected]
As this advert runs across the Christmas and New Year period, we'll be reviewing applications in early January. The vacancy will remain open throughout this time.