Client Experience Manager

Job: Client Experience Manager

Location: Chandler’s Ford

Job Type: Full Time

Are you passionate about delivering exceptional service and building meaningful client relationships? Do you have a background in high-end customer experience and leadership? We are looking for a Client Experience Manager to join our team at Dutton Gregory Solicitors, where you’ll play a crucial role in shaping and elevating our client journey across all touchpoints.

This is a unique opportunity to bring your people skills, strategic thinking, and passion for excellence into a key leadership role within one of the South’s leading law firms.

As Client Experience Manager, you’ll be responsible for driving service excellence throughout the firm—ensuring that every client interaction reflects our commitment to quality, care, and professionalism. You’ll develop and deliver strategies that enhance the client journey, inspire your team, and strengthen relationships with our high-value clients and stakeholders.

The role:

As a Client Experience Manager, you’ll:

• Develop and implement strategies to improve client experience across all channels and touchpoints.
• Analyse client feedback, surveys, and data to identify opportunities for improvement.
• Collaborate with teams across the firm to align client experience goals with broader business objectives.
• Design and enforce service standards that ensure consistent, outstanding client interactions.
• Educate and train staff in client-focused approaches to embed a culture of service excellence.
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
• Lead on delivering an exceptional experience for key and high-value clients.
• Build internal relationships to understand and anticipate client expectations.
• Oversee the organisation and resource planning for client-facing spaces and events.
• Lead the recruitment, training, and development of your team.

About You:

The ideal candidate will have:

• At least 5-10 years management level experience in a similar 5-star client/customer-service/hospitality role, including team management responsibilities.
• Proven leadership skills with experience managing teams and external service providers.
• Effective people management skills, able to demonstrate ability to manage difficult conversation.
• Excellent communication and interpersonal skills, comfortable engaging with stakeholders at all levels.
• Strong analytical mindset with the ability to interpret data and turn insights into action.
• Commercially driven with excellent business acumen.
• Organised, proactive, and detail focused.
• A confident presenter and skilled negotiator.
• Able to challenge assumptions and work collaboratively across departments.

 Why join us?

At Dutton Gregory, we believe people are at the heart of everything we do. Whether it’s clients or colleagues, we focus on building strong, respectful relationships and creating a culture that supports excellence, innovation, and teamwork.

We live and breathe our values:

Committed – to delivering exceptional outcomes and building lasting relationships.

United – working together to support and strengthen each other.

Progressive – always striving to improve, grow, and lead the way.

Working here means being part of a firm that is ambitious, supportive, and genuinely cares about the experience we create—for our clients and our people. You’ll find opportunities to grow, lead, and influence change in an environment where your ideas are valued, and your efforts are recognised.

Apply Today

Apply by emailing your CV and covering note explaining why you’d be a great fit for the role to - recruitment@duttongregory.co.uk. Or click the "apply now" button below