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Client Experience Manager

The Role

We are recruiting for a Client Experience Manager to join either our London, Bath, Bristol or Oxford office as part of the Marketing and Business Development team.

This role is focussed on managing and developing our approaches that effect client experience. Working with divisional leads this role will develop our client experience processes (e.g. client feedback, client onboarding, reporting) in conjunction with business services teams (e.g. IT/Finance/HR) and senior fee-earners across our teams.

The initial focus will be to integrate our client feedback and listening processes and thereafter, working in conjunction with the Director of Marketing & BD and the Pitching & Insights Manager, to further develop initiatives based on feedback to improve the experience of our clients. The focus of the role will develop over time to consider other targeted improvements to client experience including client onboarding.

Key responsibilities

* Oversee the development and implementation of a client feedback programme and associated reporting

* Support Divisional leads and team leaders in understanding the feedback and making tactical improvements to client experience

* In conjunction with business services teams and third parties’ scope, develop and implement processes and projects to improve client experience

* Work with Business Services teams to improve our client onboarding processes and develop KPIs for reporting against feedback loops

* Work with HR on developing and producing reporting against client feedback for inclusion in appraisal processes and associated people/team development plans

Skills and Expereince

* A minimum of 2-3 years in a similar role in a professional environment

* Knowledge of Peppermint (or similar CRM systems)

* Excellent attention to detail, including exceptional proofreading skills

* Experience working on client feedback processes within professional services alongside associated teams (e.g. Finance, IT, HR etc.)

* Strong organisational skills and the ability to prioritise effectively and meet tight deadlines

* Stakeholder management, comfortable interacting at all levels

* Good knowledge of Microsoft Office products – advanced knowledge of Excel / data manipulation desirable

* Research and project management experience desirable

About us

At RWK Goodman, you can enjoy a strong legal career, with exceptional client work. And you’ll be supported, every step of the way.

Over 650 colleagues. 36 specialist areas. 3 legal divisions. With offices across the South West, Thames Valley and London.

Committed to collaborative growth and shared success, we’re focused on delivering sustained positive change. Because we want to make a lasting difference to the world around us and achieve our vision of being the firm what clients want to work with and people want to work for.

Career Development

We know our people are what sets us apart. That’s why we continue to nurture and develop our colleagues and attract and retain the best talent.

We support colleagues with a robust programme of learning and development opportunities, underpinned by our transparent Career Development Framework (CDF), which shows exactly what you need to achieve to grow your career with us.

From mentoring initiatives, through to personal development programmes and courses, we are proud to offer a suite of opportunities to drive your career and achieve your ambitions.

Inclusive Employer

We’re on a mission to create a dynamic and inclusive culture. And that starts with our recruitment process. If you have a disability, whether visible or not, we want to work with you every step of the way. Because we want to give you the best chance of success when you apply.

If you need any reasonable adjustments to accommodate your disability, such as extra time on written assessments, an accessible interview room or a quiet space before and after the interview, please speak to our Recruitment Team so that we can work together to help bring your best self