Norton Rose Fulbright has a market leading client relationship program, "Enterprise", which focuses the practice's marketing and business development activities on its most important clients.
The Head of Client Programs reports directly to the Global Director of Clients and the Chief Marketing Officer, EMEA and leads the delivery of the Enterprise client program and other client relationship management activity across EMEA.
Working with the virtual Global Client Relationship Management team, led by the Global Director of Clients, this role is responsible for strengthening and developing institutional client relationships, to improve client satisfaction, maximize revenue and increase profitability.
The Head of Client Programs manages a team of one Client Relationship Executive and five Client Relationship Managers who support specific Enterprise client accounts. The role is client facing, and incorporates the management of one Enterprise global account. The role will be subject to travel as required.
The primary responsibilities of the position are outlined below.
Enterprise Client Relationship Management
Relationship management of one Enterprise Global client. Working with relationship partners and clients to broaden relationships, strengthen client engagement and maximize revenue and...
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Relationship management of one Enterprise Global client. Working with relationship partners and clients to broaden relationships, strengthen client engagement and maximize revenue and profitability.
Deploying the Client Relationship, Marketing and Business Development teams on Enterprise Global and Priority clients.
Management of the EMEA based Client Relationship Management team.
Contributing to client reporting to the EMEA Management Committee (MCOM) and Global Executive Committee (EXCOM).
Providing senior level client management support, coaching and assistance to internal client teams and business development team members across EMEA
Driving a culture of client listening and client focus across EMEA.
Overseeing the pipeline of matters for post-matter review and client satisfaction interviews and ensuring that there is a good focus on Enterprise clients.
Conducting client satisfaction interviews for selected EMEA clients.
Ensuring that appropriate follow-up takes place to ensure improved service delivery and increase client satisfaction.
Client Relationship Management Best Practice
Working with the Global Director of Clients, Chief Marketing Officer, EMEA and regional Senior Client Program leads to develop and embed best practices.
Working with relevant Business Services teams to ensure that secondment processes and systems are in place and being adhered to.
Assisting with the roll out and embedding of the Client Engagement Framework (a market leading sales framework) in EMEA, through training and coaching.
Delivery of training/coaching/presentations across EMEA including to associates and trainees, new partners and partnership academy candidates.
Skills and Experience Required
10+ years of experience in business development preferably in a legal and/or professional services environment;
Relevant commercial and client relationship management experience;
Experienced project manager with track record of taking initiative and driving projects through to completion;
Experience of working in a complex matrix structure within a large global organisation;
Excellent written and oral communication skills;
Articulate, confident, collaborative and persuasive.
Norton Rose Fulbright
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