Key Account Programme Manager

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Role: Key Account Programme Manager

Location:Manchester, Liverpool, Leeds, Bolton, Southport, Newcastle, Reading, Birmingham, Northampton, and Cambridge

Hybrid working available - with the flexibility to work from home and collaborate in-office when needed. We believe we offer our colleagues the best hybrid and flexible working practices, balancing working from home with time collaborating and socialising with colleagues in our modern offices.

Lead a key account programme with purpose, impact, and vision.

Are you a commercially minded relationship-builder who thrives on creating impact? We're looking for a Key Account Programme Manager to lead the delivery and ongoing evolution of our key account programme - a role at the heart of how we engage with some of our most valued clients, referrers, and partners.

In this highly collaborative role, you'll work across teams - from lawyers and business development to marketing and operations - ensuring our approach to key accounts is strategic, coordinated, and truly client-focused. You'll bring structure, insight, and innovation to how we plan, listen, and act, helping us strengthen trust, build loyalty, and drive long-term growth.

This is a rare opportunity to shape and lead a critical growth initiative within a purpose-driven law firm, where the work you do makes a genuine difference to people rebuilding their lives after life-changing events.

Why join us:

• A chance to shape and lead a critical growth initiative in a purpose-led law firm
• A collaborative, supportive culture focused on performance, insight, and care
• Hybrid working and flexibility
• Opportunities to work closely with leadership and make a real impact on client experience and loyalty
• The satisfaction of contributing to work that helps people rebuild after life-changing events

In return Fletchers offers:

• 35 hours working week
• Bonus scheme (subject to targets being met)
• 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days' holiday per year, until you long service award the 3 days after your 5th, 7th, and 9th full year of employment
• Pension scheme with tax-efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover some dental, optical and other medical expenses
• Company sick pay
• Enhanced Maternity, Paternity and IVF schemes
• Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)
• Monthly voucher awardsfor winning nominees
• A genuinely supportive and friendly culture

Main Responsibilities:

Programme Management & Strategy

• Lead and evolve the firm's key account management programme.
• Establish account tiering models, governance processes, and clear success measures.
• Coordinate cross-functional input to account planning, delivery and review.

Account Planning & Relationship Development

• Develop and maintain account plans for priority referrers.
• Work with partners and service teams to deepen relationships and identify opportunities for value-added support or growth.
• Coordinate relationship mapping, engagement tracking, and strategic planning for each account.

Client Listening & Insight

• Lead or support client listening initiatives including surveys, feedback interviews, or pulse checks.
• Analyse feedback and market intelligence to identify opportunities to improve service, add value, and inform firmwide strategy.
• Present account insights to senior stakeholders and teams to support continuous improvement.

Collaboration & Internal Engagement

• Work with legal, operational and marketing teams to ensure consistent and high-quality delivery for key accounts.
• Act as the link between external relationship activity and internal business planning.
• Support the development of relationship behaviours and account leadership skills within the wider team.
• Support the market-facing lawyer model by providing tools, structure and reporting to help lawyers plan and track their external engagement, relationship development and thought leadership activity.

In-Market Engagement

• Support in-market activity including events, networking, roundtables or thought leadership aimed at key account audiences.
• Identify opportunities to raise the profile of our firm and key people within priority sectors or referrer networks.
• Represent the business externally and feed market insights back into the programme.

Essential Skills and Experience:

• Proven experience in key account management, client relationship management, or partnership development.
• Ability to work with senior stakeholders and build credibility with legal or professional services teams.
• Strong project management, stakeholder coordination and communication skills.
• Commercial awareness and an understanding of relationship-driven growth.
• A collaborative mindset with the ability to work across teams and disciplines.

Desirable Skills and Experience:

• Experience in legal, healthcare, or another regulated service environment.
• Familiarity with key account planning frameworks or tools.
• Experience with CRM systems, client feedback platforms, or pipeline reporting.
• Knowledge of clinical negligence, serious injury, or Court of Protection sectors.

We reserve the right to close this role before the date specified depending on the calibre and volume of candidates.

About Fletchers Group

Fletchers is a fast-growing, dynamic law firm specialising in personal injury and clinical negligence law, with outstanding rankings in both The Legal 500 and Chambers & Partners. Following several strategic acquisitions, we've evolved into the Fletchers Group, with ambitious plans for continued growth and innovation.

We aspire to be the best place to work in the legal sector.

Our workplace culture is inclusive, informal, and supportive, with a strong focus on colleague wellbeing and happiness. We are proud to offer some of the best hybrid and flexible working arrangements in the industry - because we understand that balance drives performance.

At Fletchers, we also value connection and collaboration. We create exciting opportunities for teams to come together and thrive. Whether you're starting your career or aiming for leadership, you'll find a clear path to progress and development here - from apprenticeships and professional qualifications to senior roles and Partnership.

We seek out a broad range of challenging, high-quality legal work, enabling our people to build meaningful and progressive careers. And we don't just talk about development - we invest in it, with a significant proportion of our colleagues working towards relevant qualifications at any given time.

We reward those who help build our success and live our values. Our benefits package is designed to grow with you, offering real opportunities to share in our long-term strength. Our base pay and bonus structure is built to recognise and reward high performance.

Join us and be part of a law firm that's not only growing, but redefining what it means to work in legal services.

Fletchers Group is an inclusive employer with a diverse workforce: we welcome applications from any and all backgrounds. We're committed to providing a culture and environment where everyone can thrive, understanding and celebrating that no colleague is the same. We're proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.