Client Engagement Manager (Client Listening)

Talent Frame are hiring a Client Engagement Manager for a Law Firm in Bristol, working 2 days a week in the office. This position involves leading initiatives to gather and analyse client feedback, enhancing relationships, and fostering a client-centric culture to support the firm’s strategic growth objectives.

Key Responsibilities

• Manage and develop the firm’s client listening programmes across key clients, sectors, and practices.
• Plan, deliver, and oversee structured client feedback initiatives, such as relationship reviews, surveys, and post-matter assessments.
• Collaborate with relationship partners and business development teams to identify client priorities and define feedback objectives.
• Conduct high-quality interviews with senior clients (e.g., General Counsel, legal teams), and train colleagues in effective listening techniques.
• Develop tailored discussion guides, build rapport, and promote open, constructive conversations with clients.
• Analyse qualitative and quantitative data to generate meaningful insights, then prepare clear reports and presentations for stakeholders.
• Translate client feedback into practical actions, monitor progress, and assess the impact of improvements.
• Partner with internal teams to embed client insights into account plans and growth strategies.
• Support initiatives to incorporate innovative tools, including AI-enabled solutions, in feedback collection and analysis.
• Develop dashboards and metrics to demonstrate programme value and effectiveness, supporting wider client relationship strategies.

Person Specification

• Proven experience managing client feedback or listening programmes, ideally within professional services.
• Excellent interviewing, facilitation, and communication skills.
• Proficient in analysing complex information, extracting insights, and delivering practical recommendations.
• Strong stakeholder management and influencing capabilities, comfortable engaging with senior leaders.
• Experience in project management and handling multiple priorities efficiently.
• Commercial awareness with understanding of client relationship management principles.
• Demonstrates high emotional intelligence and the ability to foster collaboration across teams.
• Self-motivated, proactive, and curious about implementing innovative approaches to client engagement.
• Resilient and adaptable, with a growth mindset and commitment to continuous learning.

What’s on Offer
Salary: £55-60k

How to Apply
To apply, please submit your CV demonstrating your suitability for this role by clicking the 'apply now' button (please do not apply via email). We aim to get back to all successful candidates within 48 working hours.

Commitment to Diversity
Talent Frame are committed to diverse and inclusive recruitment practices, ensuring equal opportunities for all applicants regardless of race, religion or belief, sex, sexual orientation, gender reassignment, marriage and civil partnership, pregnancy and maternity, disability, or age. We actively encourage applications from a wide range of backgrounds and are always happy to make reasonable adjustments to ensure a fair recruitment process.