Key Account Programme Manager

Key Account Programme Manager – Fletcher Group

Location(s): Manchester, Liverpool, Leeds, Bolton, Southport, Newcastle, Reading, Birmingham, Northampton and Cambridge. Hybrid working available.

Role Overview: 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 – at the heart of how we engage with some of our most valued clients, referrers, and partners.

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‑hour working week.
• Bonus scheme (subject to targets being met).
• 35 days holiday a year including bank holidays and Christmas closure; option to purchase up to 3 extra days per year and increase to 3 days after 5, 7, and 9 years 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.
• Monthly voucher awards for 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, 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 firm‑wide 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 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, round tables 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…