Description
Legal departments are transforming rapidly, driven by rising expectations for efficiency, transparency, and the strategic use of technology. Clients are seeking innovative ways to manage risk, control costs, and unlock greater value from their legal services. At Hogan Lovells, we are meeting this moment by investing in stronger client partnerships, smarter operations, and new capabilities, including responsible use of advanced technologies to help our clients achieve their goals.
As a Client Operations & Strategic Growth Manager in the global Marketing and Business Development team, you will play a central role in that strategy. You will manage one of the firm’s most significant client relationships, helping to shape and drive our business development priorities. This role sits at the intersection of relationship management, operational excellence, and client service innovation - empowering our teams to deliver consistent, high‑quality experiences while deepening client engagement.
Key Responsibilities
- Client Management:
- Manage the firm’s relationship with a major client in the Life Sciences and Health Care sector, acting as a key point of contact both internally within the firm and directly with the client.
- Partner with internal stakeholders to develop, maintain, and execute a strategic client plan.
- Identify opportunities to deepen the client relationship and propose creative, strategic approaches to expand engagements.
- Serve as a central communicator for the Client team - sharing updates, guiding meetings, and organising agendas, notes, and action items.
- Plan and execute internal and external client meetings, client-facing events, CLE programs, sponsorships, and other initiatives that strengthen the client relationship.
- Billing and Budgeting:
- Partner with internal stakeholders to develop detailed plans for legal matters, including timelines, milestones, budgets, and resource requirements.
- Track budgets including, but not limited to, deliverables, assumptions, generating reports, and escalating activities when there are material changes in scope or status.
- Monitor internal teams for adherence to client billing guidelines when opening new matters, processing client invoices, reviewing time entries for accuracy, and compliance with billing guidelines.
- AI Enablement and Billing Compliance:
- Oversee firm’s AI engagement with the client, including approval process for new tools, billing, notification and time-entry requirements, and internal licensing needs.
- Communicate and train internal teams on applicable AI tools and track firm’s commitments around usage of AI.
- Pricing and Fee Arrangements:
- Coordinate and monitor work on matters performed against specific fee arrangements with the client, including tracking work, ensuring it stays inside the scope, and coordinating supplemental bills / credits when work is outside the arrangement.
Skills & Experience
- Required Skills:
- Strategically and commercially-minded with the ability to translate emerging business issues and developments into opportunities to drive client growth.
- Experience coordinating budgets for a multi‑matter portfolio and partnering with Finance.
- Familiarity with outside counsel guidelines and timekeeping standards that drive billing compliance.
- Ability to troubleshoot and analyse data.
- Pragmatic, diplomatic, and resourceful, with the ability to adapt quickly to different situations and personalities.
- Education, Certificates & Experience:
- 7+ years of relevant experience within legal / professional services preferred.
- Account management / PMO experience, with advanced knowledge of project management methodology.
- A project management qualification is desirable.
- Experience of client-facing project management.
- Technical skills desired include advanced Excel, PowerBI (or comparable), HighQ Collaborate, and Smartsheet (or Planner).