Contact Center Manager jobs in United Kingdom

We are looking for a Client Relationship Manager to join our Marketing and Business Development team. Working within our Global Client Service & Insight team, this role plays a pivotal part in delivering exceptional client experiences and driving growth. You will manage a diverse portfolio of clients, ensuring seamless service and effective account management across multiple practices and countries. By sharing best practices and successful client development initiatives, you'll help strengthen relationships with Global 30 and Sector Priority clients. In addition, you'll proactively contribute to client innovation, identify new opportunities, and support process and service improvements.

Bird & Bird's Marketing & Business Development (MBD) team’s mission is to build the firm's profile, win new work and strengthen and deepen client relationships.

In London, the team comprises over 60 specialists in marketing communications, business development and client service, all working closely alongside our tight-knit international network of MBD colleagues. Whether it's driving a new content strategy, pitching for cutting‑edge work, building our brand or contributing to the development of our client relationships, we're committed to providing exceptional service to the firm and are known for leading the way when it comes to new technology and solutions. Energetic, creative and global in our approach, we're looking for people who have a passion for MBD and are keen to take a fresh approach.

• Work with the client partner and account team to design and implement an effective account strategy including an account plan (client issues and business priorities), budget and relationship map.
• Facilitate an annual client relationship review with the account team to evaluate the success of the account plan. Implement and manage client relationship maps (undertake a six‑monthly audit), using CRM tools to monitor relationship capital and develop action plans to ensure target activity levels are achieved.
• With the Client Listening team implement and manage systematic client feedback processes to evaluate client engagement and satisfaction and to identify new business opportunities.
• Manage and execute global account team co‑ordination and communications to drive account activity including organising and preparing agendas for meetings, sharing internal and external meeting notes and driving actions.
• Continuously monitor key industry and client issues by reviewing press releases, setting up news alerts and using research tools (e.g., Dun & Bradstreet, Introhive, and LinkedIn) and share these insights with the account team.
• Prepare partners prior to client meetings including supporting the production of tailored materials.
• Support the proposals process (working alongside the central pitch team where appropriate) on major RFPs and tenders, including the coordination of client pitch materials. Ensure proposal teams understand the client culture, buying criteria and structure.

• Demonstrates strong commercial and financial acumen.
• Able to identify potential new business opportunities.
• Forges strong relationships with partners and clients.
• Takes a professional yet robust approach to challenging conversations.
• Understands clients’ priorities and objectives and provides proactive solutions and manages expectations in line with these.
• Demonstrable experience and achievement in account management or related BD role(s).

We provide comprehensive support for our colleagues’ health and wellbeing, including private medical cover, life assurance, critical illness cover, and regular health assessments. In addition, we offer a range of lifestyle benefits designed to help our team live their best lives, such as a cycle to work scheme, access to online GP appointments, discounted gym memberships, and an electric vehicle scheme.

To apply, click on the 'apply' button to submit your details.

Bird & Bird opens up a world of possibilities for lawyers and professionals everywhere. Working for a leading international law firm like Bird & Bird means working alongside people who are truly collegiate in the way they work with everyone. We work as one global team, with over 70% of work involving people from across the firm. And that’s only increasing! It's this common purpose and shared approach that makes for a more productive and collaborative place to work. Your firm. Your future.

As a disability and neurodiversity inclusive employer we want to ensure that you have a barrier‑free recruitment experience at Bird & Bird. If you require any adjustments during the recruitment process, please provide details to your recruitment contact who will be in touch to discuss any details provided and understand more about your individual adjustment needs.