Client Listening Manager

London, UK Norfolk Capsey

We're looking for an experienced Client Listening & Insights Manager to lead and develop a strategic client feedback programme within a leading professional services organisation.

This is a high-profile opportunity to work closely with senior stakeholders, helping to strengthen client relationships, uncover valuable commercial insights, and influence business strategy. If you're passionate about client experience, relationship management, and turning feedback into meaningful action, we'd love to hear from you.

As Client Listening & Insights Manager, you'll design, deliver and continuously improve a firmwide client listening programme. Working alongside partners, business development teams and senior leaders, you'll gather client feedback, identify trends and opportunities, and ensure insights translate into measurable improvements.

This role combines relationship management, interviewing, project management and data analysis, making it ideal for someone who enjoys influencing stakeholders and driving a client-centric culture.

Key Responsibilities

• Lead and develop a structured client listening and feedback programme.
• Plan and deliver client relationship reviews, post-pitch reviews, post-matter reviews and client surveys.
• Conduct interviews with senior client stakeholders, including General Counsel and executive leaders.
• Analyse qualitative and quantitative feedback to identify trends, risks and opportunities.
• Produce commercially focused reports and recommendations for senior leadership.
• Partner with relationship managers and business development teams to embed client insights into account plans.
• Coach colleagues on effective client listening and relationship management techniques.
• Monitor progress against agreed actions and measure programme impact.
• Evaluate new technologies and AI-enabled tools to improve insight gathering and reporting.
• Support wider client development and growth initiatives.

About You

You'll be an experienced client development, account management or client experience professional with strong stakeholder management skills and a passion for improving the client journey.

• At least 5 years' experience within professional services.
• Experience managing client listening or client feedback programmes.
• Excellent interviewing and facilitation skills.
• Strong analytical skills with the ability to convert insights into practical recommendations.
• Outstanding written and verbal communication skills.
• Proven ability to influence senior stakeholders.
• Strong project management and organisational skills.
• Commercial awareness and an understanding of client relationship management.

At Norfolk Capsey, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let us know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.

ABOUT NORFOLK CAPSEY

Norfolk Capsey is a professional services marketing & business development recruitment specialist. For over twenty five years we've been connecting talent with many leading professional services firms in the UK & internationally. Access our website for the latest vacancies and follow our LinkedIn page for vacancies & market updates.