Business Development / Head of Client Services (0703)
Central London
Full-time, permanent, in-office
circa £70k (D.O.E.)
Our client is a mid-sized award-winning international law firm with particular expertise in group and claimant side litigation and is currently managing some of the largest claims in English legal history. As part of its further growth strategy, it is looking for a unique new team member comfortable in the B2C environment to act as its Head of Client Services.
Responsibilities
- Champion a client-centric approach and culture – working closely with the Partners, Client Care, Technology and Marketing teams so that the firm consistently delivers great end-to-end client experiences.
- Represent the voice of the client in collaboration with other internal departments to determine core features to further develop the firm’s internal platform/s.
- Quickly understand client lifecycle journeys by collecting client feedback to derive meaningful insights for improvement.
- Develop client segmentation and personas, ensuring the firm reaches the right audience with the right message, at the right place and time.
- Able to devise and implement a CX strategy.
- Develop and own the firm’s CRO programme to ensure it is constantly optimising and improving client experience.
- Manage the client UX by taking ideas from whiteboard sketches all the way through to completion of well crafted and polished user interfaces (UI).
- Create and implement an analytics strategy to measure the performance of client experiences.
- Leverage existing and additional relevant technologies for reporting and analytics across the client lifecycle.
Experience
- 5+ years’ experience of leading experimentation & testing programmes within a B2C environment with extensive experience of commercial UX and experimentation delivery.
- Experience with CRM, email marketing automation and segmentation tools; experience with Salesforce CRM essential.
- Experience with marketing automation software.
- Highly collaborative people-person who can balance strategy with short and long term growth objectives.
- A thorough understanding of CRO principles.
- Strong analytical and problem-solving skills with a keen eye for detail.
- Familiarity with A/B testing methodologies and execution.
- An ability to work and communicate across multiple stakeholders.
- Self-motivated and able to manage workload effectively.
- Copywriting experience (desirable).
- Team playing attitude and excellent self-organisation and self-motivation.
- A high level of accuracy and quality awareness.
- High level of proactivity.
Experience in the legal industry or professional services sector is desirable, but not essential. The role will be office-based with the Head Office located in Central London close to Tower Hill, Aldgate and Fenchurch Street stations.
Client Services | Legal Marketing | Law Firm Business Development
Copyright © 2022 Lawyers & Professionals in ESG - All Rights Reserved.
Powered by GoDaddy