Norton Rose Fulbright announces ground-breaking client relationship programme for associates

Global law firm Norton Rose Fulbright has launched a ground-breaking programme that empowers associates to develop and manage client relationships directly.

The Client Relationship Associate (CRA) programme was piloted and introduced in the firm's London office in 2024 with a view to support associates’ long-term professional development and give them direct client relationship management responsibilities which are typically actioned by partners.

Client Relationship Associates, of which there are now nearly 40 in London across major practice areas, have direct, day-to-day responsibility for the development, growth and proactive management of specific client relationships. They also support the client team with strategic planning, review meetings and feedback.

From its inception, the project team actively sought the views and ideas of associates to shape the programme. The firm piloted the programme over the course of three months and rolled it out across the entire London office within nine months, underscoring business appetite for the programme as well as its scalability.

Associates have the autonomy and resources to develop client relationships and meetings, engage in business development (BD) activities, and contribute to strategic planning - all under the guidance and supervision of experienced partners at the firm. Each associate receives extensive coaching and training to help them establish and achieve specific objectives tailored to their clients’ particular needs.

Associates also have the benefit of a centralised hub that houses a wide range of reference materials to support effective client relationship management, as well as a £500 BD budget to assist with client development activities. Associates network and collaborate with each other, as well as partners and business services teams from across Norton Rose Fulbright's 50+ offices worldwide, to unlock the benefits of the firm’s global network for the benefit of clients.

The team leading the CRA initiative includes EMEA Head of Banking and Finance Madhavi Gosavi as project sponsor Angelee Wadher (Partner Performance & Development Senior Manager) as project leader; Chris Taylor (Senior Project Manager); Harry Alston (Senior Change Manager); and Phoebe Wood (Project Advisor). Together, they have meticulously designed the programme through ongoing consultation, feedback sessions, and pilots with associates, partners and business services teams across the firm.

Madhavi Gosavi commented:

“Our objective is to support the next generation of legal talent in realising their potential, as well as enhancing client service. This programme gives clients dedicated contact points whilst giving associates the opportunity, tools and skills to build long-term relationships throughout their careers. We are actively investing in the future of our firm and this underscores our commitment to our people, our clients and innovating across our business.”

Angelee Wadher commented:

“The success of this initiative is directly tied to associate involvement in its design. By actively seeking their feedback, we ensured it remained relevant to their real-life challenges and underlying needs.”

While the CRA initiative has been piloted in London last year, the project team is actively working on rolling it out across the EMEA region.

This programme complements other initiatives that enable Norton Rose Fulbright employees to participate in strategic and client-facing projects that foster innovation, collaboration, and support their professional development.

This includes the Next Generation Board and an innovation-related scheme that gives associates uncapped billable hours credit for work on the development of standalone client products and services.