Chief Client Officer

Reference # CCO_-_07-24-17
Open Date July 24, 2017
Close Date October 27, 2017
Location Calgary; Montréal; Ottawa; Toronto; Vancouver

Purpose of Role

The Chief Client Officer is responsible for leading the marketing and business development strategy and initiatives for the firm. The Chief Client Officer will lead the marketing and communications and business development functions, including business intelligence. The incumbent will ensure efficiency, effectiveness and high quality service delivery to all stakeholder groups to enable revenue growth for the Firm, in alignment with the Firm's Strategic Plan.

The role will focus primarily on Strategic Areas to maximize revenue growth in the following core areas:

  • National Practice Groups
  • Client Focus: Key clients
  • Sector Focus: Growth Areas, Sector Teams, Focus Groups
  • International Strategy and Law firm referrals
  • Regional BD and marketing Strategies and execution oversight
  • Drive strategic and tactical aspects of branding, marketing communications
  • Align marketing strategy with Business Development to ensure revenue generation
  • Ensure pricing excellence through the profitable selling and execution of AFAs and rate programs

The Chief Client Officer is responsible for securing the Firm's financial growth through executing and managing revenue growth activities for 12 National Practice Groups, Growth Areas, Client Service Teams, Sector Teams, Regions and International Expansion. This person will work closely with Operations, Business Development and Marketing & Communications leads to foster greater cooperation and collaboration between business development and revenue growth.

The role will have oversight into all marketing initiatives and guide Firm leaders in key strategic communication decisions impacting Firm engagement and business understanding, and will involve large-scale strategic or integration initiatives involving organizational change.

The role is a hands-on leadership role, requiring the incumbent to work directly with the leadership group including the Partnership Board, National Management Committee, and National Practice Group Leaders. The incumbent is expected to lead the BD and Mar Com departments to an integrated and mature state providing best in-class service to internal and external clients of the Firm with the primary goal of sustainable revenue generation.

The Chief Client Officer will be the ambassador for the BD and Mar Com functions, ensuring all stakeholders are well versed in BD and Mar Com services and are on board through ongoing relationship building and communications as related to key elements of the strategic initiatives. The incumbent will create competitive advantage in the market and work closely with Firm leaders to drive strategy forward and raise BLG's profile in the marketplace.

This role will also be responsible for working alongside the Talent function to establish a career development framework for the BD and Mar Com functions as related to roles, responsibilities and training for the team. The incumbent will manage the headcount and budget of the related functions ensuring optimization of resources.

This is a National level role and the incumbent will be required to travel. The role can be based in any of the five regional offices of BLG.

Key Responsibilities

Key Objectives

  • Ensure BD activities drive revenue growth opportunities in alignment with the Firm's six revenue growth initiatives
  • Focus on selling and assisting legal professionals on marketing, networking, and enhancing opportunity identification and matter flow for Lawyers
  • Ensure Marketing / Business Development ROI is based on key business objectives and deliverables that are tracked and measured on an on-going basis
  • Ensure BD acts as a strategic advisor, supporting Lawyers with their practices, but also take a hands on approach to execution and coaching
  • Deliver BD and sales training for Partners; teach them how to sell and negotiate, close business and devise strategies for the same
  • Attempt to centralize transactional and push down low level activities where possible, allowing time for the BD to focus on strategic activities and implementation
  • Create a culture within the group of continuous improvement, adding value, one team approach and having a hands on approach to advisory and execution
  • Manage the BD and Mar Com headcount, ensuring correct work allocation and optimization of resources
  • Create and establish a BD and Mar Com career framework to map out a career trajectory for all related staff
  • Ensure responsible groups receives full mentoring, appraisals, delegation of activities and training to develop their skills and careers; manage performance of the group, growing and retaining high performers

Strategic Planning:

  • Define and develop the long term strategic goals for Business Development and Marketing & Communications in line with the Firm's revenue growth strategies / initiatives
  • Drive revenue growth for the Firm through National Practice Groups, Client Service Teams, targeted growth areas and international expansion by identifying new revenue generation opportunities in line with the Firm's strategic plan and revenue targets; actively manage key relationships with existing and prospective clients
  • Ensure consistency and coordination of business development and marketing service delivery to all internal stakeholder groups
  • Manage and support the Firm's client initiatives and service programs (for both NPGs and Regions), including key client initiatives, driving the development and implementation of client business plans and client feedback programs
  • Create and propose the Business development budget at the firm, PG, regional, client and strategic sector level. Work with leadership to ensure alignment and understand objectives
  • Ensure the initial monetization and subsequent growth and commercialization of new offers generated by our innovation center and PGs.

Market Development:

  • Identify and oversee opportunities to showcase thought leadership materials as it relates to National Practice Groups, Growth Areas, Client Service Teams, Regions and International Expansion to create eminence for the Firm in the marketplace
  • Oversee competitive analysis functions to assist in revenue generation for the Firm and to capture market intelligence / trends in order to identify new business opportunities
  • Analyze and plan on how the BLG brand is positioned in the market and maintain a desired market reputation of the brand ensuring consistency of visual identity

Financial:

  • Analyze/monitor the progress of revenue generation goals and make recommendations for adjustments/ interventions as required
  • Analyze and monitor the progress against our strategic initiatives and ensure they deliver a positive ROI and movement against goals
  • Oversee the national financial management of all Business Development and Marketing & Communication activities for the Firm; prepare and manage national related budgets
  • Ensure related expenses are aligned to ROI, National Practice Group business plans and strategic priorities

Marketing and Communications:

  • Oversee executive communications and collaborate with Firm Leaders to create and manage strategic communication programs/tactics to elevate the profile of the Firm
  • Oversee the communications, marketing, and advertising functions of the Firm
  • Oversee the Brand Management, Firm profile raising, Website and CASL Projects through the National Director, Marketing and Communications

Client Satisfaction Measures:

  • Conduct client surveys/audits; report results to Management

Integration with Innovation:

  • Launch new products/offers
  • Scaling new products and offers

Communication and Integration:

  • Maintain consistent communications with the Partners and leaders of the Firm on key revenue generation opportunities
  • Facilitate communication, decision-making and resolution of issues across responsible teams across NPGs, Growth Areas, Client Service Teams and Regions and ensure national alignment of all Business Development and revenue growth initiatives / activities
  • Optimize the business development and marketing design by ensuring an adequate level of capabilities and/or support model to maximize productivity and communication

Professional Development and Recruiting:

  • Provide proactive leadership and direction to the BD and Mar Com team, developing skills and capabilities within the group that will ensure excellence in service to clients and internal stakeholders
  • Encourage, monitor, and support the ongoing professional development and training of related teams to ensure required capabilities are developed
  • Ensure proper staffing and reporting structure within responsible teams and help determine optimal resource allocation

Compensation:

  • Make joint recommendations with the COO and CTO on BD and Mar Com leaders and staff evaluation / compensation

Key Competencies Required

  • Undergraduate education, and advanced degree (e.g., JD, MBA) or equivalent experience to successfully complete the essential requirements of the role
  • 15-20 years of management experience, preferably in a professional services environment
  • In-depth knowledge of legal markets and the legal professional landscape
  • In-depth understanding of legal and business environments, especially the business model of the NPGs and Groups that the role will be supporting
  • In-depth knowledge of and success in commercializing new offers
  • Experienced in sales coaching and sales methodologies
  • Strong executive presence, able to work with Senior Management of the Firm; a naturally confident leader and strategic thinker able to assess the firm's future needs and align BD initiatives accordingly
  • A creative thinker who will come forward with new ideas and approaches
  • Experience of creating and implementing new programs and policies within a budgetary and time-critical framework
  • Advanced managerial skills with the ability to negotiate with and persuade others, not in direct line of report
  • Strong project and time management skills and ability to manage a variety of concurrent projects
  • Established knowledge of Microsoft Office suite software (e.g., Word, Excel, PowerPoint)
  • Strong organization, oral and written communication and presentation skills
  • Strong strategic and analytical thinking skills
  • Strong teamwork skills
  • Bilingual (English/French) capability would be ideal but is not essential

Application

If you have an interest in this position or know of someone who may be suitable, please forward a current resume to Phil Donnelly, Chief Talent Officer at PDonnelly@blg.com.

We thank all applicants for their interest in this position, however, only applicants selected for an interview will be contacted.

Everyone at BLG is required to carry out the duties of their role while upholding the important principles of our respectful workplace policies, and treating everyone with respect, regardless of position. At BLG, valuing diversity and inclusion is key to a respectful workplace.

BLG is committed to fostering a diverse and inclusive workplace. We welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

* Please note that relatives of current BLG employees and Partners are not eligible for consideration.

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