Client Experience Senior Manager - Global
Full-time Who we are We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise. Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. Underpinning our plans for growth, is our ambition to grow and develop our client relationships, by delivering through a client first culture of collaboration and outstanding client experience. To support us in delivering on this ambition we are seeking a talented and experienced
Client Experience Senior Manager . The Client Experience Senior Manager will be responsible for defining, executing and managing our global client experience strategy, working alongside the Firm's Chief Client Officer and reporting to the Global Head of Client Insights and Business Intelligence. This individual will lead our efforts to develop and retain high-value strategic client relationships by ensuring the Firm exceeds expectations at every client touchpoint, that our services align with client needs and market demands, and that the client feedback process drives client-centric action. What you will be responsible for Develop, evaluate and implement a comprehensive global client experience strategy that aligns with the Firm's strategic goals for growth. Implement and manage a comprehensive client feedback programme, collaborating with key stakeholders to define roles and responsibilities within this programme. Enhance and develop the framework for collecting, monitoring, analysing and acting upon client feedback. Develop and deploy a strategy to leverage, report and communicate client feedback and data on the client experience. Client Development: Demonstrate best practice in understanding client needs and actioning feedback to improve client experience. Ensure a consistent and exceptional client experience across all regions and business units. Support and educate key stakeholders in developing client experience skills. Collaborate with the Client Insights and Business Intelligence team to leverage market analysis. Stakeholders and Relationships: Collaborate with practice areas and leadership groups to ensure client experience processes are included in strategies. Support the implementation of plans by setting clear client experience priorities. Foster a culture of collaboration and knowledge sharing across teams. Team Development: Develop a strategy to create a team of client experience professionals, fostering a culture of high performance and collaboration. Your experience Substantive professional experience in client experience or related field. Experience in the legal industry or professional services is preferred. Proven track record of developing and executing successful client experience strategies. Excellent commercial and strategic thinking: Strong analytical skills and ability to make data-driven decisions. Ability to spot client trends that positively impact the business. Communication and presentation skills: The ability to work effectively with senior stakeholders and clients. Clear and effective communication; both verbal and written. Excellent interpersonal skills, with a demonstrated ability to build and maintain relationships. How we will support you You will have varied opportunities to continuously grow and develop your skills and knowledge. Hybrid Working This role follows our 'balanced' hybrid working approach with the expectation of working from the office for a minimum of 50% of your time. What we offer including our broad range of benefits and working environment When you join Clifford Chance, you will have access to a broad range of benefits to support you across many aspects of your personal and professional life. Equal opportunities statement At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society. We are committed to treating all employees and applicants fairly and equally.
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Full-time Who we are We are one of the largest international law firms in the world. With over 30 offices across the globe, we strive to exceed the expectations of our clients, providing them with the highest-quality advice and legal insight, which combines the firm’s global standards with in-depth local expertise. Our firm, work and people span jurisdictions, cultures, and languages. We offer our clients a truly international perspective. We believe every career should be rewarding and stimulating - full of opportunities to learn, thrive, and grow. Underpinning our plans for growth, is our ambition to grow and develop our client relationships, by delivering through a client first culture of collaboration and outstanding client experience. To support us in delivering on this ambition we are seeking a talented and experienced
Client Experience Senior Manager . The Client Experience Senior Manager will be responsible for defining, executing and managing our global client experience strategy, working alongside the Firm's Chief Client Officer and reporting to the Global Head of Client Insights and Business Intelligence. This individual will lead our efforts to develop and retain high-value strategic client relationships by ensuring the Firm exceeds expectations at every client touchpoint, that our services align with client needs and market demands, and that the client feedback process drives client-centric action. What you will be responsible for Develop, evaluate and implement a comprehensive global client experience strategy that aligns with the Firm's strategic goals for growth. Implement and manage a comprehensive client feedback programme, collaborating with key stakeholders to define roles and responsibilities within this programme. Enhance and develop the framework for collecting, monitoring, analysing and acting upon client feedback. Develop and deploy a strategy to leverage, report and communicate client feedback and data on the client experience. Client Development: Demonstrate best practice in understanding client needs and actioning feedback to improve client experience. Ensure a consistent and exceptional client experience across all regions and business units. Support and educate key stakeholders in developing client experience skills. Collaborate with the Client Insights and Business Intelligence team to leverage market analysis. Stakeholders and Relationships: Collaborate with practice areas and leadership groups to ensure client experience processes are included in strategies. Support the implementation of plans by setting clear client experience priorities. Foster a culture of collaboration and knowledge sharing across teams. Team Development: Develop a strategy to create a team of client experience professionals, fostering a culture of high performance and collaboration. Your experience Substantive professional experience in client experience or related field. Experience in the legal industry or professional services is preferred. Proven track record of developing and executing successful client experience strategies. Excellent commercial and strategic thinking: Strong analytical skills and ability to make data-driven decisions. Ability to spot client trends that positively impact the business. Communication and presentation skills: The ability to work effectively with senior stakeholders and clients. Clear and effective communication; both verbal and written. Excellent interpersonal skills, with a demonstrated ability to build and maintain relationships. How we will support you You will have varied opportunities to continuously grow and develop your skills and knowledge. Hybrid Working This role follows our 'balanced' hybrid working approach with the expectation of working from the office for a minimum of 50% of your time. What we offer including our broad range of benefits and working environment When you join Clifford Chance, you will have access to a broad range of benefits to support you across many aspects of your personal and professional life. Equal opportunities statement At Clifford Chance, we understand that our true asset is our people. Inclusion is good for our team and their families, our firm and society. We are committed to treating all employees and applicants fairly and equally.
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