Head of Legal Customer Engagements (Must be a qualified Lawyer)
Farringdon, London
Highly Competitive Salary & Benefits

We are looking for a qualified Lawyer who is interested in a new and exciting career opportunity. This would be a management role working within our Customer Engagement team, reporting directly to the Director of Sales Strategy and Customer Engagement, managing a team of Practical Guidance Specialists to effectively influence and change long standing end user preference by introducing and having adopted the LexisPSL suite of products across these users in the legal/tax and in house markets.

The role holder, in conjunction with key stakeholders in Sales, Marketing and Content & Product Development, will therefore be responsible for shaping and leading the implementation of the strategy to achieve our business and growth objectives through a series of proactive and measurable programmes – ultimately by increasing new business conversion of LexisPSL sales and increasing our level of LexisPSL retention.

Role Objectives:

• Understand the key barriers (organisational, psychological, technological, resourcing, etc…) that hinder change amongst different segments / user groups, and identify to efficiently and cost-effectively overcome them
• While focusing primarily on delivering programmes within Customer Engagements team, proactive engage with other parts of the organisation to ensure they understand and address barriers in their control (product features, customer service, data quality, …
• Prioritise efforts towards the highest risk and highest opportunity clients and prospects. Establish the appropriate structure, processes, systems and KPIs to execute and track this, reporting progress and insights regularly to key stakeholders
• Establish and roll-out programmes to support “high risk” retentions and new business wins
• For largest opportunities, developing and rolling out an on-boarding methodology and systematic set of programmes that ensure successful “managed engagements” of LexisPSL and get key client stakeholders to champion our services within their firms. Establishing a clear joined up process that coordinates Sales, Training, Marketing and Product/Content resources and activities to efficiently manage the LexisPSL customer engagement process.
• Ensuring actionable insights are captured and incorporated to further improve and refine the approach
• Manage, motivate and develop the team ensuring clear focus, engagement and understanding of how they contribute to the company strategy and financial performance. Ensure appropriate staff deployment, skill mix and utilisation that maximises the reach and impact.
• Model appropriate behaviours including personal involvement in selected client opportunities.

Required Experience:

• Strong commercial acumen including comfort in directing and conducting analysis and drawing relevant and actionable conclusions from large data sets
• Excellent problem solving skills with the ability to translate ideas into practical solutions – comfortable with applying both creative / innovative new approaches and analysing and improving existing approaches
• Experience in large-scale product evaluations or product roll-outs and a demonstrated understanding of the key barriers to change in the legal market
• Strong process and operational management ability with a focus on measurable continuous improvement
• Track record of strong team management and leadership including building, coaching and motivating a team, and designing and implementing cultural and operational change management programmes
• Gravitas, executive maturity and credibility to represent LNUK at senior level with customers, influencers, associations and industry bodies and other stakeholders
• Strong background in successfully collaborating, motivating, influencing and coordinating other stakeholders (who are not in your teams) to deliver results for you, in particular within complex matrix environment where the resource is not within your direct management/control
• Deep Customer Insight and Customer focus in determining, validating and interpreting ‘Innovations’ to future product development

Competitive salary plus comprehensive benefits package.