Director of Relationship Management
Job purpose: To develop and implement the relationship management strategy for the organisation to ensure that the Law Society delivers high quality and broad engagement
with firms, legal practices, individuals and demographic groups, which helps shape and inform our policy and influencing work, delivers value for the profession and maximises both
brand strength and revenue for the Law Society .
Key Accountabilities
1) Relationship Management
a) Lead the relationship management of a number of representative organisations in the legal sector, which represent various constituencies of the Law Society’s membership.
b) Support the Head of International, Head of Brussels Office, Head of Wales Office, Director of Public Affairs and the Director of Strategic Relationships in relationship
managing certain key member and stakeholder relationship.
c) Engage with a mix of member organisations on a regular basis, including City firms, members working in senior in-house roles, in ABSs and in a range of other size firms on
a regular basis, working with the wider Relationship Management team.
2) Strategy
a) Develop, communicate and continually review/improve the relationship management strategy for the Law Society to ensure that it aligns with organisational strategy and
delivers maximum long term value.
b) Ensure that the relationship management strategy is embedded across the Law Society.
3) Policy
a) Work with the Director of Legal Policy and other Policy HBUs to identify areas requiring member engagement and ensure appropriate communication, and where
appropriate, implementation of policy projects is in place.
b) Identify areas affecting members which are not currently being addressed through the Policy team to ensure their work is driven by member need.
4) Performance Management
a) Direct the implementation of the Relationship Management strategy via a team of Relationship Managers ensuring that member engagement standards are delivered
consistently so that satisfaction and revenue are maximised and the Law Society’s brand is enhanced over the long term.
b) Ensure that across the team, an appropriate mix of members (City; top 200,firms outside the top 200, SMEs, sole practitioners, ABSs, members working in in-house roles,
local law societies and other external stakeholders, are engaged with across England and Wales
c) Lead, motivate, performance manage and develop a team of Relationship Managers across England to ensure that their contribution to the Law Society and its members is
maximised and a good supply of future talent is available.
d) Ensure that engagement plans consider opportunities to signpost the Law Society’s commercial services to accounts and stakeholders as appropriate and regularly share
feedback on existing commercial products and also potential opportunities for new services
e) Work collaboratively with all colleagues across the organisation to ensure that a high value and consistent member experience is delivered.
5) Project Direction
a) Act as Project Sponsor for the ad hoc projects that the team deliver through the year.
b) Identify, appoint and manage the relationship with key members and external stakeholders to assist with the Projects.
6) Knowledge Management
a) Monitor emerging member requirements and developments affecting the profession and feed these into colleagues in new product development and policy to ensure that
the Law Society continually develops products, services and policy advice which is valued by its members.
b) Gather market intelligence from the profession and provide meaningful interpretation to support Executive Director of External Affairs in making appropriate changes to
strategy, approach and service delivery.
c) Work with the research team to provide an evidence base to guide the Relationship Management strategy, to inform policy work and to use as a tool to engage with
members.
Knowledge, Skills & Experience
1) Education
a) Essential: Degree level education or similar.
b) Desirable: Professional Qualification
c) Desirable: Legal qualification
2) Experience
a) Relationship Management
i) Proven ability to manage relationships at Chairman / CEO / Senior Partner /
Managing Partner level
ii) Experience of working in a law firm, in-house or similar professional
environment
iii) Ability to spot common connections, threads and interests between different
groups and ideas to promote effective relationship building.
iv) Excellent communication and interpersonal skills to deal confidently and
diplomatically with stakeholders who are leaders in their profession.
v) Strong commercial awareness to develop opportunities to maximise revenue
and value.
vi) Evidence awareness of the international environment so as to support the
Head of International and demonstrate added value to City firms.
b) Policy
i) Demonstrate an awareness of the policy development process and its
application to relationship management
c) Performance Management
i) Evidence of successful leadership and management of a remote team of
professional calibre managers
ii) Proven ability to matrix manage ad hoc teams of professionals
d) Project Direction
Organisation chart
Director of Relationship
Management
Head of Relationship
Management North
Head of Relationship
Management
Midlands/Eastern
Head of Relationship
Management
London/South
Head of Relationship
Management City*****
Relationship
Development Executive
Relationship
Development Executive
Relationship Manager South East
Relationship Manager City
Relationship
Development Executive
Relationship
Development Executive
Relationship Manager South West
Relationship
Development Executive
Relationship
Development Executive
Relationship
Development Executive
Draft structure - subject to consultation
Team Administrator
i)
Proven ability to devise, direct and deliver complex projects involving matrix
management on time and within budget.
e) Knowledge Management
i) Demonstrate an awareness knowledge management and its importance in
adding value to relationship management with both members and
stakeholders
Planning & Organising
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Needs to develop a CRM strategy beyond the annual time horizon
Organise diverse activity within the business unit to deliver enhanced member
satisfaction
Coordinate activity with stakeholders following operational plans.
Dimensions
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CRM strategy to cover 150,000 members and 11,000 member firms
50 – 60 products and services
Manages a team of 10-12 Relationship Managers across England and Wales
CRM budget tbc
Informing key areas of service and policy development
KPI’s: (specific metrics to be agreed)
Member satisfaction
Member engagement
Sales leads
Key account growth
Market intelligence
Collaborative working
Service Level Agreements with other functions