Client Listening & Insight Manager

About the role

We are seeking a Client Listening & Insight Manager to lead a firm‑wide client feedback programme for a leading professional services firm in Bristol. The role works closely with partners, business development teams and senior leaders to turn client input into actionable commercial insights that shape strategy and improve relationships.

Key responsibilities

• Design, deliver and continuously improve a structured client listening and feedback programme.
• Plan and execute client relationship reviews, post‑pitch and post‑matter reviews, and client surveys.
• Conduct interviews with senior client stakeholders, including General Counsels and executive leaders.
• Analyse qualitative and quantitative feedback to identify trends, risks and opportunities.
• Produce commercially focused reports and recommendations for senior leadership.
• Partner with relationship managers and business development teams to embed insights into account plans.
• Coach colleagues on effective client listening and relationship management techniques.
• Monitor progress against agreed actions and measure programme impact.
• Evaluate new technologies and AI‑enabled tools to enhance insight gathering and reporting.
• Support wider client development and growth initiatives.

Required profile

• Minimum 5 years’ experience in client development, account management or client experience within professional services.
• Proven experience managing client listening or feedback programmes.
• Excellent interviewing and facilitation abilities.
• Strong analytical capability to translate insights into practical recommendations.
• Outstanding written and verbal communication skills.
• Demonstrated ability to influence senior stakeholders.
• Robust project‑management and organisational skills.
• Commercial awareness of client relationship management.

Required skills