Senior Client Programme Manager

About the role

We are seeking a Senior Client Programme Manager to lead the firm’s client‑centric strategy, ensuring the client experience is at the heart of every interaction. Reporting to the Chief Markets Officer, you will shape and execute programmes that drive satisfaction, retention and growth across our legal portfolio.

Key responsibilities

• Lead the development and delivery of the firm’s client experience (CX) strategy and projects.
• Map client journeys to identify improvements and elevate the client experience.
• Embed CX principles through firm‑wide internal communications and advocacy.
• Drive insight‑led enhancements via an integrated client feedback programme.
• Oversee the Key Account Programme and evolve best‑practice account planning frameworks.
• Shape and deliver structured onboarding experiences for strategic new clients.
• Define, monitor, and report on performance metrics related to CX and client growth.
• Line‑manage and mentor the Client Programme Manager, ensuring effective programme execution.

Required profile

• Extensive experience in client experience (CX) and client programme management.
• Proven ability to influence senior stakeholders and lead strategic initiatives.
• Strong background delivering measurable change, ideally in a professional services setting.
• Exceptional collaboration, communication, and stakeholder management skills.
• Ability to challenge the status quo, think innovatively, and drive continuous improvement.
• Strategic mindset with excellent planning, prioritisation, and time‑management abilities.

Required skills

What we offer

• Opportunity to shape and lead client experience strategy at a senior level.
• Collaborative culture that values innovation, growth, and continuous improvement.
• Exposure to strategic business development initiatives and leadership decision‑making.
• Direct contribution to revenue growth and firm‑wide client satisfaction.