Penningtons Manches Cooper LLP
Client Relationship Manager
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Client Relationship Manager
Penningtons Manches Cooper is a leading UK and international law firm, recognised for combining legal expertise with a deep understanding of our clients’ commercial objectives. With over 400 specialist lawyers, we provide a full-service offering tailored to the needs of businesses and individuals, delivering high-quality, practical legal advice across a range of sectors.
Our Marketing and Business Development team plays a central role in driving the firm’s strategic growth ambitions. Comprising 28 dedicated professionals, the team has been recognised as a finalist for Best Business Support Team at the British Legal Awards in both 2024 and 2025, reflecting its impact in delivering commercially focused and innovative business development (BD) initiatives across the firm—testimony to its collaborative approach.
The Role
We are seeking a Client Relationship Manager to play a key role in shaping and delivering the firm’s client and referrer programmes at an important stage of their development.
This is a newly created role, offering an exciting opportunity to help embed and evolve a structured, firmwide approach to client and referrer relationship management. Working closely with the Senior Client Experience Manager, partners, and the wider Business Development team, you will be responsible for:
- Driving the day-to-day delivery of client and referrer initiatives
- Ensuring momentum, consistency, and measurable impact
- Acting as a critical link between strategy and execution
- Supporting partners in managing priority relationships
- Building a sustainable and scalable client programme for the future
Responsibilities
Client and Referrer Relationship Management
- Support partners in developing and maintaining strong relationships with priority clients and referrers
- Manage a portfolio of key client and referrer accounts, ensuring agreed plans are executed
- Serve as the central point of coordination, maintaining engagement and relationship continuity
- Identify opportunities to strengthen relationships, mitigate risk, and enhance the client experience
Programme Development and Delivery
- Play a key role in shaping, embedding, and evolving the firm’s client and referrer programmes
- Support the development of frameworks, processes, and best practice for consistency
- Contribute to programme enhancement based on feedback and performance
- Ensure programmes are practical, sustainable, and aligned with the firm’s strategic objectives
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Account Planning and Coordination
- Support the development and delivery of structured client and referrer account plans
- Coordinate cross-practice engagement for a joined-up, consistent approach
- Track delivery of actions, maintaining momentum and accountability
- Prepare briefing materials and updates for partner engagement
Insight, Reporting and CRM Development
- Improve client and referrer insight through structured data gathering and analysis
- Produce clear, data-led insights and actionable recommendations for growth
- Support the use and development of client relationship tools and systems (including CRM evolution)
- Establish consistent reporting and measurement of programme effectiveness
Stakeholder Engagement and Enablement
- Work closely with partners to enable effective relationship management (structure, coordination, follow-through)
- Build relationships with internal stakeholders across practice groups and business services
- Reduce administrative burden on partners through consistent planning, tracking, and reporting
- Support the Senior Client Experience Manager in developing a strategic, forward-looking approach
Continuous Improvement and Best Practice
- Capture and share best practice across client and referrer management
- Identify opportunities to improve processes, tools, and workflows
- Contribute to a consistent, high-quality approach to client management
- Support transition to a more structured, sustainable framework
Essential & Desirable Criteria
Essential
- 3–5 years' experience in a client relationship role, preferably within legal or professional services
- A collaborative, adaptable mindset, with the ability to thrive in an evolving environment whilst shaping client and referrer programmes
- Confidence working with senior stakeholders (including partners)
- A proactive and commercially minded approach, with a passion for client development and relationship management
- Ability to coordinate activity across teams and drive momentum
- Strong organisational and project management skills to manage multiple workstreams and stakeholders
- Strong analytical skills, with the ability to translate data into practical recommendations
- Excellent written and verbal communication skills
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Desirable
- Experience in legal or professional services, especially with client relationship or accounts management
- Familiarity with CRM platforms or similar tools
- A results-driven approach with a track record of impactful relationship management
What You’ll Gain
- The opportunity to help shape and build a firmwide client and referrer programme from an early stage
- A high-impact role where your contributions directly influence client growth and retention
- Direct exposure to partners and involvement in managing high-value client relationships
- Experience in both strategic and operational aspects of client relationship management
- A chance to develop skills in account planning, client insight, and programme delivery
- A collaborative and supportive work environment with clear career development opportunities
Why Join Us Now
This is a particularly exciting time to join:
- The recent launch of our client programme and the continued development of our referrer programme reflect our focus on building a structured, insight-led, and sustainable approach to relationship management
- This role has been created to maximise the value of these investments, providing dedicated support to ensure consistent delivery, strengthened relationships, and unlocking growth across the firm
This is a unique opportunity to play a central role in defining how the firm manages and develops its most important relationships.
Working Arrangements
The firm operates a:
- Hybrid agile working policy, enabling employees to work from home (or another UK location) for up to 50% of their time
Diversity, Equity, and Inclusion
At Penningtons Manches Cooper, Diversity, Equity and Inclusion are at the heart of everything we do.
- We actively seek a diverse workforce and welcome applications from everyone, regardless of background
- We are committed to fostering an inclusive culture where everyone can be their full self and feel seen and heard
Our Commitments:
- Equal opportunities are provided for all applicants and employees, at every stage
- Diverse hiring practices aligned with legal and ethical standards
- Adjustments supported for employees with disabilities, long-term health conditions, and neurodivergence To request an adjustment, email Sam.Austin@penningtonslaw.com
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