Mishcon de Reya LLP
Head of Client Relationships
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The Role
An opportunity has arisen for a Head of Client Relationships in our Client team reporting to the Client Relationships Director.
The successful applicant will work alongside the Client Service and Relationships team, Business Development and Marketing teams, Partners, Managing Associates, and Associates to drive effective client development by leveraging the firm's value for our clients, developing a broader understanding of their needs, proactively identifying opportunities, and building cross-firm collaboration.
This person will be pivotal in growing and managing Mishcon's top clients, setting up a good account management process for the client relationship programmes, and acting as a mentor to the BD Heads and Partners to show how to develop and grow client relationships.
The Client team operates two client relationship programmes: a client development and retention programme for our most premium and high-value clients called CARE, and a growth accelerator programme for our low to medium value, fast-growth clients called LEAP. The successful applicant will be accountable for growth of our CARE programme and effectively lead and manage a range of initiatives to help achieve growth across the current client base. This will be measured through both revenue objectives but also through overall contribution objectives such as stakeholder engagement, growth across different Mishcon departments, and feedback in our client feedback survey. This is an exciting opportunity for someone who loves to grow client relationships, enjoys thinking strategically, acting commercially, and works effectively with senior stakeholders.
Duties And Responsibilities
- Demonstrate a comprehensive understanding of the firm, including knowledge of MdR services, products, offices, wider initiatives/value, together with the firm's purpose and overall client value proposition.
- Develop strong, effective relationships with Mishcon's top clients and is trusted by Partners to go and develop the relationship directly.
- Work alongside client partners, client service teams, and individual lawyers to develop and execute strategies designed to enhance the client relationship and deliver financial growth. This will include chairing regular client service team meetings with a group of Partners/lawyers and undertaking quarterly one-to-one client development conversations with lawyers.
- Develop an understanding of the clients' business strategies and anticipate how those will translate into legal needs. This will involve undertaking targeted client research and working closely with our Knowledge Lawyers to discover client insights which inform growth strategies, opportunity spotting, and relationship building ideas.
- Encourage and support lawyers (at all levels) to have regular consultative/strategic meetings with their client contacts. Support lawyers to develop client plans across the firm and keep accountable on how they would like to grow their client base with clear 90-day objectives.
- Alongside having clear revenue KPIs, this person will also be measured on overall contribution to client growth, and this could be through increasing the number of stakeholder relationships in the top clients, running client-led strategic catch-ups and A.I workshops, spreading client spend across different Mishcon partners, and helping ensure the firm is adding value to our top clients.
- Use firmwide data sources to track client account information to inform gap analysis, opportunity spotting, and programme reporting, as well as driving a joined-up approach.
- Work with the wider BD, marketing, and product development teams, to help them to understand the needs and business drivers of your clients and how those needs should inform our campaign and product development activities.
- Work with the Data Science and Finance teams to produce bespoke programme reporting and analysis as well as reporting on the effectiveness of all internal initiatives.
- Drive best practice client relationship management and work with learning and development and external training partners to deliver specific client development training.
- Help develop new client service initiatives and ideas and work to deliver them in conjunction with other Business support teams.
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Skills
Skills and Experience
- Strategic and creative thinking and strong commercial nous.
- A proven track record of effective client relationship management and development in the professional services industry.
- Strong proficiency in technology, with the ability to confidently use and experiment with AI to improve efficiency, solve problems creatively, and identify new ways of delivering high-quality work.
- The ability to manage multiple projects simultaneously, with energy, enthusiasm, and drive.
- A team-oriented approach, with the ability to demonstrate through past experience and that they have a strong commercial and client-led approach to their work.
- A swift, analytical approach to problems.
- The ability to build collaborative relationships across the firm and with clients.
- Proactivity, reliance, and a flexible and calm approach.
- An excellent communicator.
- A passion for excellent client service.
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Please note that this job profile is not an exhaustive list of duties but merely an outline of the key components of the role. You may be required by your line manager to take on additional responsibilities when requested.
About
About Mishcon de Reya Group
The Mishcon de Reya Group is an independent, international professional services business with law at its heart, employing over 1400 people with over 650 lawyers. It includes the law firm Mishcon de Reya LLP and a collection of leading consultancy businesses that complement the firm's legal services.
Mishcon de Reya LLP is based in London, Oxford, Cambridge, Singapore, Hong Kong, and UAE. The firm services an international community of clients and provides advice in situations where the constraints of geography often do not apply. The work the firm undertakes is cross-border, multi-jurisdictional, and complex, centered around three increasingly entwined and connected sectors: the Innovation Economy, Private Wealth and Capital, and Real Estate. The firm is known as a disputes powerhouse with a formidable capacity firmwide for dispute resolution.
The Mishcon de Reya Group includes consultancy businesses MDR Discover, MDR Mayfair (in London, Singapore, and Dubai), MDR ONE, and MDRi (in Hong Kong). The Group also includes MDR Lab, which invests in the most promising early-stage legaltech companies, as well as the Mishcon Academy, its in-house place of learning and platform for thought leadership.
In 2024, the Group announced its first strategic acquisition in the alternative legal services market, flexible legal resourcing business Flex Legal. It also acquired a majority stake in Somos, a global group actions management business.
We strive to create a fully diverse and inclusive workplace where all our people are empowered to fulfil their potential. We are proud of our agile working culture and are always happy to talk flexible working.
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