Client Relationship Executive

Practice Group / Department:

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. 

Clients are at the heart of all we do at Norton Rose Fulbright, and the firm value of ‘clients come first’ is a key pillar of our overall mission. In recognition of this focus on client relationships, we operate an established and successful client programme, run by our dynamic and high-performing Europe, the Middle East and Asia (“EMEA”) Client Development team. The Client Development team sits within the wider EMEA Marketing & Business Development (“MBD”) team, working alongside Business Development colleagues in our sector and practice teams, our marketing professionals in events, digital, campaigns and design teams, as well as bids and communications. The Client Development team includes a group of Client Relationship Managers (“CRMs”) and Client Relationship Executives (“CREs”), who work directly with our global Client Relationship Partners (“CRPs”) and wider client teams to proactively support the management and growth of their individual accounts. The Client Development team works within a globally established structure and the programme enjoys a high level of visibility and management support.

We are looking for a driven and enthusiastic CRE to join our Client Development team in EMEA. You will be joining a dedicated and friendly client team, predominately supporting two CRMs on the management of their portfolio of clients. You will also gain programme wide experience by supporting the EMEA Director of Client Development and the EMEA Client Programme Manager with the running of strategic client initiatives to develop and share best practice across the firm.

The role will present candidates with the opportunity to work with a vast array of stakeholders including (but not limited to):

• Lawyers (across all levels from partners to associates as well as our knowledge lawyers);
• MBD colleagues (Client Development team members, BD managers and executives, bids team members, events team, projects & campaigns team, social media and design team, PR team);
• Wider business service colleagues (commercial pricing team, financial reporting team, compliance & risk, HR & recruitment, legal project management, diversity, equity & inclusion (“DEI”), library services team, learning & development (“L&D”), and many others);
• Client contacts (in certain circumstances, potential for client facing interaction through events and other activities [depending on need of CRM]).     

The CRE will be expected to support their CRMs in all aspects of account and strategic key account relationship management including market research, networking events, financial analysis and reporting, bid support and creation of marketing materials, and client feedback, responsibilities could include (but not limited to):

• Client intelligence:
  • Sourcing and analysing client research (annual reports, client investor calls, ESG reports etc) to help identify opportunities and trends with clients in your portfolio to aid strategic client planning, training and knowledge opportunities; and
  • Maintain, update and supplement client relationship maps to ensure the firm have accurate visibility of our client relationships and their strengths.
• Reporting:
  • Preparing bespoke client facing material/reports in line with clients requests;
  • Assisting the client relationship managers in producing regular client and programme reports (both internal and external), as well as financial analysis using the firm's financial reporting systems; and
  • Helping share knowledge of client activities centrally to feed into management reporting. 
• Client management/service:
  • Working with the compliance teams to respond to client procurement requests;
  • Working with our colleagues in our knowledge team to identify new opportunities for client training or knowledge sharing with our clients; and
  • Working with HR contacts to help with the management of client secondees;
  • Working with finance colleagues to ensure any client billing requirements are met.
• Opportunity management:
  • Assisting CRMs and our bids team with sales/opportunity management (including support on panel renewals);
  • Creating and updating marketing materials to drive sales opportunities for the firm;
  • Working closely with the relevant industry/practice business development teams to stay up to date with our client campaigns and offerings to take to clients; and
  • Share best practice by providing feedback to business development and our projects and campaigns teams to advise them on client needs and hot topics helping to drive client engagement.
• Account management:
  • Attending internal account meetings and recording actions with support of trainees;
  • Updating and maintaining information repositories with CRMs to ensure internal information flow is maximised;
  • Updating and maintaining individual client pages on the intranet and email client distribution groups with the help of the client development assistant/Newcastle hub; and
  • Assisting CRMs in tracking matters for post-matter feedback and identifying client contacts to be approached for client satisfaction interviews and assisting with follow up.
• Event management:
  • Helping the CRMs to manage and deliver a range of different client facing initiatives such as training CSR/D&I and social activities as necessary, in coordination with the events team; and
  • Proactively work with CRMs to think of new ways to engage with client contacts.

• Graduate degree and/or holder of or studying for a professional marketing qualification or equivalent.
• Practical, driven and efficient self-starter with strong organisational skills.
• Flexible and enthusiastic.
• Excellent written and spoken communication skills.
• Strong stakeholder management skills.
• Collaborative and enjoys working as part of a high-performing team but also can take responsibility to work independently.
• Proactive, action-oriented and willing to take initiative.
• Adaptable individual who is able to work in a fast-paced environment and handle competing priorities.
• The candidate will have professional services and business development experience.

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To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. 
Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing. Find more about Diversity, Equity and Inclusion here.

We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know here.