Senior Manager Client Programme/CX - #1736590

Do you believe exceptional client experience is the foundation of long-term success?

At Burges Salmon, we do. We're seeking a strategic leader to join us as Senior Manager – Client Programme & CX, a role that sits at the heart of our client strategy. This is a high-impact opportunity for someone ready to shape the future of client experience and key account programmes at a firm where CX is a board-level priority.

You'll lead the evolution of our client experience strategy, working across legal and business services teams to embed a client-first mindset and deliver measurable value. This role offers significant scope for influence and visibility, making it ideal for someone ready to drive firmwide change.

What You'll Be Doing

• Lead the development and execution of CX strategies aligned with business goals.
• Champion client journey mapping to identify and improve key touchpoints.
• Embed CX across the firm through internal communications and cross-functional collaboration.
• Oversee our Voice of the Client programme, using insights to drive meaningful change.
• Define and report on CX and Key Account Management (KAM) performance metrics.
• Promote a client-first culture, ensuring client perspectives inform decision-making.
• Manage the firm's Key Account and Client Feedback programme, evolving best practices and reporting frameworks.
• Support strategic client onboarding, ensuring seamless transitions and delivery on bid promises.
• Collaborate with senior stakeholders across business services to embed CX excellence into day-to-day operations.
• Lead and develop a high-performing team, including direct line management of the Client Programme Manager.
• Partner with cross-functional teams to embed CX excellence into operational processes and strategic initiatives.
  
  

What We're Looking For

We're seeking a confident, collaborative leader with:

• Proven expertise in CX and client programme management, ideally in a professional services environment.
• A strategic mindset with a track record of delivering measurable impact through client-focused initiatives.
• Strong stakeholder management and influencing skills, with the confidence to challenge and drive change at senior levels.
• Excellent communication and internal engagement skills, adaptable to diverse audiences.
• Resilience, proactivity, and the ability to thrive in a fast-paced, evolving environment.
  
  

Why Join Us?

At Burges Salmon, we're committed to delivering excellence—not just in legal advice, but in every client interaction. You'll join a collaborative, forward-thinking firm that values innovation, integrity, and impact. This is your opportunity to lead meaningful change and shape the future of client experience at one of the UK's leading law firms.

Interested in applying or want to learn more?

The full job description is linked below. If you have any questions about the role or the recruitment process, please don't hesitate to get in touch with Ayesha Arshad, Resourcing Specialist, at [email protected] or call 0117 307 6807.

Deadline – Thursday 12th June

INDBS