Client Experience Lead

Posted Date: February 13, 2025     Location: Boston,       Job Type: Direct Hire      Salary: $0

JOB TITLE:            Client Experience Manager
FLSA STATUS:      Non-Exempt
DEPARTMENT:    Administration                         

SUPERVISOR:       Director of Marketing

 

SUMMARY: The Client Experience Manager will be responsible for enhancing the client journey, supporting stronger client relationship through effective use of data, and optimizing marketing programs that drive client satisfaction and loyalty. This role requires a versatile individual with a solid understanding of various marketing functions, strength in deriving organization for disparate components and a passion for client service. This position works closely with attorneys, trustees, family office professionals, legal administrative assistants and other personnel on a number of marketing and client service activities. Assignment involves multi-tasking of detail-oriented projects requiring a high degree of organization, technical and interpersonal skill. Demonstrate professionalism in all internal and external interactions with clients, co-workers and third party affiliates. Maintain strict confidentiality in all client and Firm matters.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be requested and/or assigned. Regular and predictable attendance is an essential function of the position. Essential functions are primary job duties that an individual must be able to perform successfully with or without a reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 

  1. Evaluate, manage and improve outcomes for clients by utilizing disparate data sources. Oversee the evolving customer relationship management system (CRM) to manage client profiles, generate various mailing lists, track marketing activities, produce reports and other functions. Manage the CRM duplicate reconciliation process. Provide day-to-day oversight, and manage processes, procedures, and best practices to ensure the optimal functionality and data integrity of the CRM. Serve as a technical resource/point person for troubleshooting issues and developing solutions for the CRM system. Train other members of the firm on using the CRM.

 

  1. Develop and implement strategies to enhance client interactions, including client onboarding, coordinating and facilitating client meetings, preparation of materials, presentations and follow-up actions, and client gifts.

 

  1. Plan and manage client events, seminars, and receptions. This includes overseeing all aspects of an event including theme, logistics, internal and external communications, budget, vendors, follow-up activities.

 

  1. Assist with implementing and managing a client feedback program and using the data to identify new insights and promote continuous learning to enhance the client experience.

  1. Evaluate Industry events, conferences and collaboration opportunities. Conduct client research, monitor trends, and stay abreast of new technologies and client/topic areas.  

 

  1. Provides support on other strategic marketing and client service initiatives as needed.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
 

  1. Bachelor of Arts or Bachelor of Science degree required with 5-7 years of marketing experience or the equivalent.
  2. Experience with client data, CRM software and processes, manipulation of multiple files for cross-referencing, merging and or/ improving targeting.
  3. Comfort utilizing Excel to create and modify tables, use formulas (e.g., IF, VLOOKUP,etc.), work with pivot tables and build references with non- numeric data. 
  4. Ability to manage multiple projects and deadlines in a fast-paced environment.
  5. Event planning and management experience.
  6. Familiarity with client feedback methods, collection tools and various analysis techniques.
  7. Understanding of professional, law firm, family office and investment services.
  8. Ability to show initiative and take a proactive approach to developing best practices and processes.
  9. Excellent written and verbal communication skills.
  10. Demonstrated team player who is self-motivated and can work independently with a minimum of supervision.
  11. High level of maturity and confidence and excellent interpersonal, verbal, and written communication skills. Ability to communicate with courtesy and diplomacy, efficiently follow written and verbal instruction, provide information and maintain effective relationships with a diverse group of attorneys, staff and outside contacts. Maintain a professional appearance, including adhering to the Firm’s dress code.
  12. Work occasionally requires more than 35 hours per week to perform the essential duties of the position.

This job description is intended to be general and will evolve over time.  The description is subject to periodic updating.  At management’s discretion, the employee may be assigned different or additional duties from time to time.

 

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