Senior Manager, Client Experience
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Key skills for this role
Key Skills for This Role
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Client Experience Strategy & Leadership
Lead the development and execution of a cohesive client experience strategy across events, leveraging appropriate marketing technology, with a data drive approach to decisions.
Partner closely with the Chief Marketing & Business Development Officer to align systems, programs, and investments with firm-wide growth priorities.
Establish a unified approach to client engagement that connects data, technology, and in-person/virtual experiences.
Translate high-level business goals into structured programs, processes, and measurable outcomes.
Partner with Marketing & Business Development leadership on mailing list strategy and management, ensuring effective segmentation, targeting, and compliance with firm standards.
Partner with IT and external vendors to evaluate, implement, and optimize marketing technologies that support scalability and efficiency.
Events Strategy & Performance Oversight
Provide strategic leadership and oversight of the firm’s internal and client events functions through management of senior team members.
Ensure all events—internal and external—align with firm priorities, client engagement goals, and business development strategies.
Establish frameworks for event planning, execution, and post-event follow-up to ensure consistency and quality.
Drive a disciplined approach to measuring event effectiveness, including attendance, engagement, and contribution to business development outcomes.
Oversee the development of best practices for event ROI measurement and continuous improvement.
Marketing Analytics & Performance Insights
Work closely with firm’s marketing analytics function, ensuring data is leveraged to inform strategy, decision-making, and investment.
Develop dashboards and reporting capabilities that provide visibility into client engagement, and return on investment.
Partner with BD and practice teams to translate data into actionable insights and recommendations.
Team Leadership & Organizational Development
Lead and develop a high-performing, multi-functional team
Provide strategic direction, coaching, and performance management to direct reports while fostering collaboration across functions.
Establish clear roles, responsibilities, and operating models across teams to ensure alignment and efficiency.
Build team capabilities in strategic thinking, execution, and cross-functional collaboration.
Budget & Operational Management
Oversee the related Marketing & Business Development department budget, ensuring effective allocation of resources events, technology, and programs.
Identify opportunities to improve operational efficiency, scalability, and overall effectiveness of the function.
Cross-Functional Collaboration & Integration
Collaborate closely with Business Development, Communications, IT, HR, and practice leadership to ensure alignment across client experience initiatives.
Drive consistency in messaging, execution, and measurement across all client engagement channels.
Qualifications
- Bachelor’s degree required; advanced degree or certifications in marketing, business, or technology-related disciplines a plus.
- 8–12+ years of experience in marketing, business development operations, marketing technology, events strategy, or related roles, preferably in a law firm or professional services environment.
- Demonstrated experience leading complex, cross-functional initiatives involving technology, data, and client engagement programs.
- Strong understanding of CRM systems, marketing technology platforms, and data management practices.
- Experience overseeing events strategy and aligning event programs to business development objectives.
- Proven ability to develop and lead high-performing teams, including multi-functional groups.
- Strong financial acumen, including budget management and vendor oversight.
- Exceptional strategic thinking, communication, and executive presence.
- Ability to balance high-level strategy with operational execution.
- Strong interpersonal skills with the ability to influence and advise senior stakeholders.
- Discretion in handling confidential information.
- Why Join Hinshaw?
- At Hinshaw, we foster a collaborative and inclusive work culture. We offer competitive compensation, a flexible benefits program, and a generous 401(k) plan. We are committed to diversity, equity, and inclusion, and provide reasonable accommodations for individuals with disabilities. Joining our team means being part of a firm that values innovation and professional growth in its technology operations, all while maintaining a supportive environment that encourages work-life balance and career development.
- Equal Opportunity Statement We are committed to fostering an inclusive workplace and providing equal employment opportunities to all applicants and employees. Employment decisions are based on business needs, job requirements, and individual qualifications As an EEO/AA employer, Hinshaw & Culbertson LLP will not discriminate in its employment practices due to an applicant’s age, race, color, religion, sex, sexual orientation, gender, gender identity, gender expression, national origin, protected veteran or disability status or any other factor prohibited by law.
About Hinshaw & Culbertson LLP
U.S.-based national law firm providing litigation, business advisory, transactional, and regulatory services to businesses and insurers.
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