Head of In-House (Commercial Lead)

LOCATION: London

REPORTS TO: Head of Growth

JOB SUMMARY:

The Head of In-house (Commercial Lead) is a senior and pivotal role at Flex Legal, responsible for driving our in-house segment. This segment is our largest segment where we hope to see the most strategic growth and commercial success coming from over the next few years. You will identify, establish and nurture long-term, high-value partnerships with key clients and take a structured approach to account planning and growth. You will collaborate closely with senior stakeholders across Flex Legal - including marketing, client success and talent teams - to ensure seamless execution of growth strategies and the delivery of exceptional customer experience.

This role involves leading and mentoring a team, fostering a high-performance culture and driving continuous improvement through clear goal setting and proactive leadership. It requires the ability to work in a matrix-type environment, with particular emphasis on working collaboratively and effectively with the client success team.

The role requires an entrepreneurial mindset, leveraging market insights, and deep industry knowledge to develop tailored sales strategies that drive customer acquisition, retention and expansion. The Commercial Lead is expected to deliver not just immediate results but to help shape the long-term success of the commercial function and the wider business.

KEY ACCOUNTABILITIES:

1. Deliver revenue to target in the segment, including robust pipeline management to enable accurate forecasting and reporting

2. Define and deliver lead gen/marketing and account management strategy for the segment

3. Ensure all client information, pricing, meetings and client correspondence is accurately uploaded into Salesforce

4. Leadership, hiring, team development and performance management of our In House team

ROLE RESPONSIBILITIES:

In addition to the key accountabilities, this role also has the following responsibilities:

Sales pipeline management and revenue growth

●      Own the sales pipeline within the relevant segment, ensuring consistent progression of leads and qualified opportunities through the funnel.

●      Achieve or exceed revenue and growth targets for the segment.

●      Drive rigour in pipeline management, process optimisation and forecasting accuracy while fostering an entrepreneurial spirit that encourages initiative and innovation.

●      Provide regular updates and reports to senior management on pipeline progress, risks and opportunities.

Account management

●      Be a senior account manager, building and nurturing long-term, strategic relationships with key clients.

●      Implement effective account management processes, including regular account reviews, proactive issue resolution and identifying opportunities for upselling or cross-selling.

●      Ensure client satisfaction, retention, and growth through exceptional service delivery and strategic partnerships.

●      Manage contract negotiations, renewals and pricing strategies for the segment.

Cross-team collaboration

●      Partner with the Marketing Team to develop targeted strategies, campaigns and content that drives engagement and generates qualified leads for the segment.

●      Provide insights and feedback on market trends, customer needs and competitive landscape to inform marketing initiatives.

●      Work closely with the Success Team to ensure a seamless hand-off from commercial to delivery (and vice-versa), and provide ongoing support for smooth conversion and client onboarding.

Leadership and team management

●      Lead, mentor and develop a team of account managers and account executives, providing guidance, training and development opportunities.

●      Set clear goals and expectations for the team, ensuring alignment with broader commercial objectives.

●      Foster a positive, high-performance culture within the commercial team, promoting collaboration, accountability and continuous improvement.

●      Conduct regular performance reviews and support the professional growth of team members.

●     Be a role model for effective leadership at Flex.

Strategic planning and reporting

●      Contribute to the development of the overall commercial strategy, aligning team efforts with business objectives.

●     Provide ‘bottom up’ validation of revenue and growth targets.

●      Analyse segment performance, identify trends and recommend adjustments to improve outcomes.

●      Monitor competitor activities and industry developments to ensure Flex maintains a competitive edge in the market.

Other responsibilities:

●      Own debt chasing for clients within the segment.

●      Attend networking and other events (virtual and/or in person) and be an ambassador for Flex.

FLEX BEHAVIOURS AND VALUES:

As part of being an employee of Flex we also place importance on how we work not just individually, but together and in support of our clients. As such, alongside our values, all Flex legal roles include the following behavioural responsibilities:

Values:

Human. We purposefully connect people to create an inclusive community where everybody thrives.

●      Inclusivity and respect; actively listen to diverse perspectives and incorporate them into decision making. Show respect and empathy in all interactions, valuing each person’s unique contributions.

●      Collaboration and teamwork; foster a collaborative environment by encouraging open communication and teamwork. Support colleagues in their professional growth and development.

●      Community; engage with everyone in Flex in a way that promotes a sense of belonging and community within the business; supporting meetings, team building activities and events.

Trusted. We earn trust through the quality and effectiveness of our work to ensure great outcomes.

●      Integrity and transparency; communicate openly and honestly with colleagues, clients and partners. Take responsibility for actions and decisions, owning mistakes and learning from them.

●      Reliability and accountability; consistently deliver high-quality work on time and follow through on commitments and promises. Seek feedback and continuously improve skills and competencies.

Entrepreneurial. We are forward-looking and progressive, constantly exploring and innovating.

●      Innovation and creativity; embrace change and show flexibility and adaptability to new situations and challenges. Be open to new methods, technologies and processes that can improve what you/we do.

●      Problem solving; identify potential issues before they become problems and develop proactive solutions. Take the initiative to own improvement of processes and outcomes in your area.

●      Strategic thinking; support the long-term goals of Flex, know how your role/team helps achieve them.

BENEFITS:

Competitive salary

Private healthcare (following successful completion of six month probationary period)

25 days annual leave, plus Bank Holidays (with holiday purchase scheme of up to 5 additional days per year)

Hybrid working, with vibrant office based in Holborn; minimum of 2 days in the office

Cycle to work scheme

Enhanced parental leave pay (subject to tenure)

Generous nursery benefit (subject to scheme’s eligibility criteria)

£200 annual development budget for personal/professional development

£200 allowance towards home office equipment

Employee Assistance Programme