Senior Client Programme Manager - Edinburgh or Bristol
Job Description
Are you passionate about delivering world-class client experiences and driving strategic growth through key account and feedback programmes? A leading law firm is looking for an experienced Senior Client Programme Manager to lead initiatives that put the client at the heart of everything they do.
This high-impact role sits within the Business Development function of the Marketing department and reports directly to the Chief Markets Officer. You will be responsible for developing and executing a client-centric strategy that enhances satisfaction, retention, and loyalty across the firm’s portfolio.
As a strategic leader, you’ll champion best practices in client experience, oversee key programmes including Key Account Management, Client Feedback, and Onboarding, and collaborate with cross-functional teams to drive continuous improvement across the client journey.
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
Job Requirements
• Extensive experience in client experience (CX) and client programme management
• Proven ability to influence senior stakeholders and lead strategic initiatives
• Strong background in 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
• A strategic mindset with excellent planning, prioritisation, and time management abilities
