Manager: Client Development

Mayer Brown is an international law firm positioned to represent the world’s major corporations, funds, and financial institutions in their most important and complex transactions and disputes. We are recognized by our clients as strategic partners with deep commercial instincts and a commitment to creatively anticipating their needs and delivering excellence in everything we do.

We are a collegial, collaborative firm where highly motivated individuals with an unwavering commitment to excellence receive the opportunity, support, and development they need to grow, thrive, and realize their greatest potential all while supporting the Firm’s client service principles of excellence, strategic partnership, commercial instinct, integrated strengths, innovation, and collaboration across our international firm.

If you enjoy working with team members whose defining characteristics are exceptional client service, initiative, professionalism, responsiveness, and adaptability, you may be the person we are seeking to join our Commercial department in our Chicago, or New York office, as a Manager: Client Development.

The Manager: Client Development will play a central role in advancing Mayer Brown's Global Client Team Program, a strategic priority for the firm. This position encompasses three core areas of responsibility: supporting the firm's global Client Feedback program, driving business development and marketing initiatives for key Financial Services sector accounts, and contributing to the continued growth and management of both programs.

The Global Client Team Program comprises approximately 60 client teams operating across practices and offices worldwide. These teams ensure a consistent, client-focused approach at both the global and regional levels. The Client Feedback program, which has expanded significantly over the past two years, has become an increasingly vital component of the firm's client engagement strategy. Through this program, Mayer Brown solicits candid client feedback to identify strengths and, more importantly, opportunities for improvement. A key aspect of this role involves managing and expanding the reach of this program.

In addition to these primary responsibilities, the manger: Client Development may support relevant global industry groups and other initiatives aligned with the firm's strategic plan. Success in this role requires close collaboration with colleagues across the Global Business Development and Marketing team.

Essential Functions: 

Client feedback program

Working alongside the Assistant Director, Head of Client Engagement:

• Provide program management support to the firm's client feedback program including progress tracking, internal and external communications (including client liaison), proactive management of interview pipeline and management of agreed upon actions
• Produce regular feedback reports for firmwide management that highlight key trends in client feedback and quantitative data such as NPS scores
• Support client interviewers and attend and conduct client interviews, where appropriate
• Presenting feedback results to partners and client team leaders as appropriate
• Act as an ambassador for the client feedback program, creating opportunities to conduct client interviews
• Undertake training to become competent in handling own interviews
• Performs other duties as assigned or required to meet Firm goals and objectives

Client relationship management

• Develops and supports the implementation of key initiatives across and agreed portfolio of financial services clients, including business plans, client satisfaction reviews, lawyer training and other initiatives to enhance business development efforts; engages in research, analysis and competitive intelligence-gathering for strategic planning, competitive firm positioning and business development activities; and provides direction and deployment support of various technology tools and related databases for assigned client team(s)
• Direct client liaison and management of client panel reporting requirements
• Where necessary attending and supporting client events and CLE / training events
• Finds opportunities to develop client-facing relationships with peer-level administrative commercial contacts, at key clients, to provide another trusted touch point to deepen and broaden the Mayer Brown-client relationship
• Collaborates with Business Development & Marketing department leadership and client team leaders to manage annual budgets to support initiatives outlined in business plan(s) or as outlined by leadership, including specifying key strategic and tactical objectives and means to achieve annual goals
• Manages day-to-day responsibilities to ensure that assignments and projects are properly managed and in alignment with the firm’s overall strategic efforts, and that service to clients is exceptional
• Manages continuous communications and interaction with client team(s), including responsibility for periodic communications such as reports, analysis and progress monitoring, etc.
• Where necessary manages and supports responses to panel RFPs, and pitch, presentation, and other opportunities via the development of written proposal and presentation materials for assigned client team(s) and liaises with other industry and product groups, departments, practices and/or country initiatives as needed

Additional Business Development Duties – where appropriate

• Manages and supports the implementation of key BD initiatives, including client targeting and campaigns, client satisfaction, client seminars and networking events, as well as other initiatives to enhance business development efforts
• Engages in research and analysis and competitive intelligence-gathering
• Supports the collection and maintenance of CRM-based contact and other data for marketing planning and for mailing lists
• Supports the coordination of business development training for lawyers

Local Office Support

• When relevant, provide support for seminars, sponsorships, and other events and initiatives pursued by the firm in your local office
• When relevant, support the onboarding and integration of lateral lawyers

Other Responsibilities

• Assist with the supervision and training of more junior team members
• Performs other duties as assigned or required to meet Firm goals and objectives

Education/Training/Certifications: 

• Bachelor’s degree in a related field.

Professional Experience:

• Six or more years of demonstrated success in a marketing, research, management, and/or communications-related field, either in the professional services (e.g., law, accounting, or consulting) or in a comparable position(s) in the corporate, trade association, or academic sectors
• Experience of managing or being a part of client feedback projects or programs

Technical Skills:

• Proficiency in Microsoft Office products

Performance Traits: 

• Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors
• Ability to work in a diverse team environment and effectively support the demanding needs of the Firm
• Ability to work under pressure, meet deadlines with shifting priorities
• Must be a self-starter with a high level of initiative
• Strong customer service skills, able to anticipate needs and exercise independent judgment
• Strong attention to detail, organizational skills and the ability to manage multiple projects
• Maintains confidentiality and exercises discretion
• Exercises solid strategic thinking and problem-solving skills
• Familiarity with accepted research techniques and databases typically used for competitive intelligence in a professional services company
• Demonstrated good judgment, a team-first orientation, meticulous and results driven
• Organized, diligent, and follows through with commitments
• Strong presence; capable of engaging credibly and effectively with partners internationally
• Able to effectively manage numerous competing priorities
• Comfortable in a fast-paced environment
• Assertive, self-motivated and able to operate with limited day-to-day direction

Management Accountabilities:

• Manages processes for direct reports in regards to performance appraisals, annual compensation, goal setting and performance counselling
• Demonstrated leadership and supervisory experience
• Operational budget analysis and recommendations
• Conducts analysis of staffing levels and participation in the recruitment process
• Able to determine and implement change processes to improve workflow efficiencies
• Process- and service-oriented with strong leadership and project management skills
• Able to set priorities and delegate in an efficient manner

Physical Requirements:

• May require travel to other offices as needed

The typical pay scale for this position in Chicago is between $134,000 and $177,000, and in New York between $146,000 and $193,000, although the actual wage or salary could be lower or higher if the candidate’s education, experience, skills and internal pay alignment are different from those specified. 

The above is a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

The Firm may modify and amend this job description at any time at its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

We offer competitive compensation and comprehensive benefits, including medical/dental/vision/life/and AD&D insurance, 401(k) savings plan, back-up childcare and eldercare, generous paid time off (PTO), as well as opportunities for professional development and growth.

Thank you for your interest in Mayer Brown. We are committed to providing equal opportunity and reasonable accommodations to applicants and employees with disabilities and disabled veterans. To request a reasonable accommodation related to the application process and/or job interview, please email uslateralrecruiting@mayerbrown.com. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

#LI-HYBRID #LI-CVH1