Key Account Programme Manager

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.

• 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

• 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 Linked In)
• Monthly voucher awardsfor winning nominees
• A genuinely supportive and friendly culture

• 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.

• 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.

• 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.

• 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.

• Support in‑market activity including events, networking, round tables or thought leadership aimed at key account audiences.
• Identify opportunities to raise the profile of…