Client Listening Lead Full time NEW

The role:

We have an exciting opportunity for a Client Listening Lead to join our Marketing & Business Development department.

We’re looking for a strategic and commercially minded Client Listening Lead (Senior Manager) to drive our client listening programme. This is a pivotal role within our Marketing & Business Development function, responsible for designing, delivering, and embedding a best-in-class client listening strategy that informs firmwide decision-making, strengthens client relationships, and drives revenue growth.

You will work closely with the Global Head of Clients and Sectors, Global Client Programme, Sector leads and practice leads to ensure the voice of the client is at the heart of our strategy and service delivery. The ideal candidate will combine strong interpersonal and analytical skills with commercial acumen, excellent stakeholder management, and a passion for delivering actionable insights.

What will you do:

• Client Listening Strategy: Develop and lead the firm’s client listening programme, including client interviews, surveys, feedback loops, and post-matter reviews, ensuring alignment with firmwide priorities and sector strategies.

• Insight Generation: Analyse and interpret client feedback to identify trends, risks, and opportunities. Produce clear, actionable insight reports for senior leadership, partners, and client teams.

• Stakeholder Engagement & Collaboration: Work closely with sector heads, client relationship partners, and the wider M&BD team to embed client listening into business planning, client development, and pitch processes.

• Training: Act as a champion for client listening, providing coaching, training, and support to ensure a consistent, high-quality approach across the firm.

• Action Planning & Follow-Up: Work with client teams to develop and track action plans in response to client feedback, ensuring accountability and measurable improvement in client experience.

• Programme Management: Oversee the end-to-end delivery of client listening activities, ensuring data quality, and maintaining best practice in confidentiality and compliance.

• Client Advocacy: Champion the voice of the client across the firm, presenting findings to leadership and supporting a culture of continuous improvement and client centricity.

• Market Intelligence: Benchmark Simmons & Simmons’ client listening approach against peer firms and bring external best practice and innovation into the programme.

• Reporting & Metrics: Develop and maintain dashboards and KPIs to measure the impact of client listening on client satisfaction, retention, and revenue growth. ​

What we are looking for:

• Previous experience in client listening, client feedback, or client insights roles within a professional services environment is desirable.

• Strong commercial acumen and the ability to translate client feedback into actionable business recommendations.

• Excellent stakeholder management skills, with experience influencing senior leaders and partners.

• Hands-on self-starter with attention to detail and a focus on quality.

• Strong analytical skills, with experience in qualitative and quantitative research methods.

• Excellent written and verbal communication skills, including the ability to present complex findings clearly and persuasively.

• Experience with client listening tools, CRM systems, and data visualisation platforms is desirable.

• A collaborative, proactive, and client-focused mindset.

Career Level:

The career level assigned to this role is level 4. The career level framework provides a formal structure for the business services functions at the firm. The framework, which ranges from level 1 to level 7, clearly defines the responsibilities, skills and competencies required at each level.

Here at Simmons & Simmons:

At Simmons, we are proud of our collaborative, open and non-hierarchical culture, where everyone is treated with respect and dignity and the wellbeing of our people is paramount. Our dynamic minds work as one integrated team, partnering with leading organisations on inspirational and thought-provoking projects that matter. From day one, irrespective of job title, qualification or background, everyone’s voice is heard, and you are encouraged to have an enquiring mind and share ideas that drive the firm forward. Through innovative learning and development opportunities, you will have a platform to excel, exceed your career ambitions, and achieve things you never thought possible.

Some key information: 

• We offer a competitive package including bonuses dependant on role/level, private medical insurance and pension contribution.

• Our global skills academy provides our people, regardless of their role and location, with excellent learning opportunities (including live workshops, podcasts, short videos and practical learning experiences).

• We have adopted a hybrid working approach with a requirement for a minimum of three days in the office with flexibility dependant on role/team/client demands.

• We are proud to rank as a Times Top 50 Employer for Gender Equality, a Stonewall Top Global Employer, and a Top 75 Employer for Social Mobility.

• We have a range of social and sports committees, summer and winter parties and monthly get togethers.

• We have a range of diversity networks to connect people and celebrate our differences which is integral to our inclusive culture.

• All UK offices have their own artwork collections – including Damien Hirst and Tracey Emin pieces in the London office. We have a long-standing history in supporting the art community especially up-and-coming artists.

• We have recently introduced a Strategic Advisory Council which is a mix of associates and business services who will propose strategic initiatives that align with our firm's mission and support the delivery of our business plan, shaping the future of our next-generation law firm.

• Our in-house generative AI tool, Percy, won the ‘Innovation in Automation and AI Tools’ category at the 2024 FT Innovative Lawyers Europe Awards. This achievement highlights our commitment to technological innovation and client service.

• We have been commended in The Times Best Law Firms 2026 across three categories: construction, employment, and intellectual property. Our profile is highly positive, highlighting our sector specialisms and notable case and transactional work.

Equal opportunities:

We are committed to fostering equality, diversity and inclusion within our firm and to ensuring equal employment opportunities. We believe that this commitment creates a vibrant and rewarding work environment. We are therefore committed to: 

• Upholding equal opportunities, regardless of race, ethnicity, religion, belief, age, disability, sexual orientation, sex, gender reassignment, gender identity, marital status, or pregnancy, including maternity and paternity. This commitment extends to addressing any instances of perceived or associative discrimination and harassment. We also ensure fair treatment during recruitment and selection processes for those who are serving or have served in the armed forces, along with their families. 

• Accommodating requests for flexible working arrangements whenever possible. We encourage you to discuss your needs with us if this is something you require. 

• Making our roles accessible to individuals with diverse abilities. If you need any reasonable adjustments during the recruitment process, please let us know so we can meet your needs. 

• We offer a range of employee networks to support our colleagues. More information about these networks can be found in the D&I Information booklet that candidates are sent when invited to interview.

We encourage you to apply even if you don't meet every single requirement. We are looking for individuals who are passionate and eager to learn and grow with us. Your unique experiences and perspectives could be a great addition to our team.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you’re interested in finding out more about this position, please contact the Recruitment Team. To apply for the role, click on the link at the bottom of the page or visit our career page for more details.