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Travers Smith
Travers Smith is an award-winning law
firm. We build lasting relationships with public and private sector
clients. It is Travers Smith's purpose to provide the very highest
quality of service to our clients whilst enabling our people to
achieve professional fulfilment in a supportive, inclusive and
enjoyable working environment.
The Role
Reporting to the Chief Marketing
Officer, the role is responsible for creating, managing and
implementing strategically important client relationship, client
development initiatives and client solutions across the firm.
Key Responsibilities
Strategy and business and client planning
Work with the Managing Partner, CMO
and Partnership Board to review and regularly update the firm wide
client strategy.
Provide input into the firm wide
business strategy, helping identify market and client trends that
relate to the market and the firm's chosen acceleration pillars,
existing and new potential clients.
Commission and manage the
preparation of research with the wider Business Development,
Central Finance and Research teams to identify and highlight
client opportunities.
Support the CMO in creating a
quarterly update report on clients, markets and competitors for
the Partnership Board.
Work with the Central Finance team
to identify and analyse the Top 250 clients, break down by
practice group etc. and provide insight to the BD teams to help
drive business plan actions.
Support the CMO, Legal Operations
Director and CPO with the roll out of Smart Collaboration
activities, designed to increase engagement across the firm, with
specific reference to improved BD activities and client
relationships, including increased focus on client centred service delivery.
Client listening, actions plans and
matter reviews
Manage the firm's client listening
programme by carrying out interviews with clients on your own and
with the CMO, Managing Partner and Senior Partner. Analyse the
client feedback to provide trends and solutions to the partnership.
Ensure a coordinated approach to
all of the firm's client listening activity including developing a
process to track relationship review meetings, client matter
reviews and pitch debriefs.
Work with the BD team, Legal
Operations, CRPs and Matter Partners to develop and implement
regular and ongoing client listening, with the aim of building our
institutional knowledge of key clients, enhancing service delivery
and increasing touch points.
Plan, undertake and report on a
full programme of Senior/Managing Partner Client Reviews on an
annual basis, to include pre-research, attendance at reviews and
follow up actions and recommendations.
Support the Business Development
teams by creating templates and approaches to client action planning.
Work with KLs, Legal Operations
team, Legal Technology team and the BD team to ensure that all
actions from client listening exercises are communicated across
the firm and a co-ordinated approach to clients is adopted.
Support the Senior/Managing Partner
and CRPs in all actions regarding setting up and holding client
reviews - including strategic reviews, senior partner client
reviews and client matter reviews as appropriate.
Client Data and systems
With the CFO, CPO, CMO and Director
of Legal Operations, agree and outline all the data points
required for capturing information on source of business, work
allocation and client development, to support accurate reporting
of partner and lawyer activity.
Lead a cross-functional team (EDS
team, BD team, Legal Ops and Central Finance) to ensure that all
systems are updated, implemented and work effectively to deliver
the data points identified in the point above.
Work with the CPO and L&D team
to ensure that all lawyers and business services teams are trained
in creating, uploading and using the data systems to create
meaningful management information.
Work with Central Finance and
Projects colleagues to create and implement a workflow process
that allows the capture and output of pertinent client, matter and
deal information to create a credentials database that supports
BD, marketing and pitch activity.
Client-related projects and other initiatives
Work with BD, Legal Operations and
HR colleagues to create an effective secondee programme,
developing appropriate training, guidance and question sheets for
secondees to use and complete. Help to develop an action plan for
the best way to develop the relationship further. Feed information
into all CRPs and relevant partner groups, Legal Operations and BD teams.
Review best practice for client
relationship management in other professional service and
client-focused organisations and suggest changes and improvements
as required.
Ensure that client related
activities are shared regularly with the wider BD team to maximise
cross- group engagement and knowledge-sharing.
Create and maintain a toolkit of
documents, best practice guidance, tips and techniques for
establishing client teams, undertaking client reviews, creating
client action plans and other client-related activities.
Update and maintain the Client Hub
on the firm's intranet site.
Client Solutions
Work with the Legal Operations
Director by mapping and reviewing the client experience,
identifying opportunities for improving and optimising it.
Using a legal design methodology
and taking feedback from client listening reviews and secondments
into account, work closely with KLs and Legal Operations to
enhance legal service delivery for key clients, promoting a joined
up, collaborative and client-centred approach.
Be responsible for the firm's key
client programme, this will involve selecting and reviewing the
appropriate clients, providing insights on the client relationship
partners, core teams and wider team. Working with 3rd party
providers to ensure market leading relationship techniques are
being used.
Be the central point of
co-ordination for all client solution projects - working with the
Legal Technology team to ensure that all solutions, visits and
updates are incorporated in client action plans and that
information and learnings are shared across the BD and Legal Ops teams.
Other Responsibilities
Be an active member of the BDMC Leadership team, helping to
promote cross-practice activities and initiatives.
Manage a dedicated team member, providing guidance, support,
objective setting etc.
Key Relationships
Line manager: Chief Marketing Officer.
Direct report(s): Client and
External Relationships Executive.
Key stakeholders: Senior Partner,
Managing Partner, Heads of Department and client relationship
partners, Head of BD, Head of Communications, Head of Brand &
Digital, CFO and the management accounting team.
Other stakeholders: Wider business
development team, Central Finance team, Knowledge Lawyer
community, Legal Operations team, HR team.
Person Specification -
Knowledge, Skills & Experience
Experience & Knowledge
Minimum ten years' experience working in a business development
role in a professional services organisation or relevant advisory service.
Previous experience or client listening, client account management
and management of a key client programme are essential.
Graduate with a relevant professional marketing and/or business
qualification - preferable.
Skills
Strong influencing, negotiating and coaching skills at partner level.
Strong project management skills.
Analytical ability to manipulate data and identify trends.
Excellent communication skills - both written and verbal.
Proven ability to plan and execute against business development plans/goals.
Excellent systems and database skills - Word, Excel, PowerPoint etc.
Ability to use InterAction and Vuture - desirable.
Personal Attributes
Able to navigate relationships with
demanding colleagues and instil confidence.
Able to inspire a team through a
personal and energetic approach.
Flexible team player with a 'can do' attitude.
Ability to build strong relationships with internal and external clients.
Commercially astute.
Proactive in generating high quality
strategic ideas to help the firm grow.
Able to lead and manage meetings with partners and senior players
with confidence and an assured approach.
Comfortable providing recommendations with confidence to senior
level stakeholders, even when there is ambiguity involved.
Identifies opportunity for change and influences accordingly.