Client Experience & Marketing Operations Manager (Part-time)

Sydney Mitchell Llp; Birmingham; On-site; GBP 55,000 - 75,000; Full time

Job summary

Sydney Mitchell LLP is looking for a Client Experience & Marketing Operations Manager who will blend customer experience with marketing technology to improve client interactions and demonstrate marketing’s contribution to firm growth.

The role involves analysing client feedback, mapping journeys, selecting or implementing a CRM, and overseeing SEO, PPC, and website management. You will produce dashboards and insights for senior stakeholders.

Qualifications

• Experience in marketing operations, digital marketing, customer experience or customer insight.
• Experience analysing customer feedback and turning findings into practical recommendations.
• Experience managing websites and working with digital marketing agencies.
• Experience measuring website, campaign and lead-conversion performance.
• Experience producing reports and dashboards for senior stakeholders.
• Experience with CRM systems, marketing databases or email marketing platforms.
• Ability to manage multiple projects, suppliers and deadlines.
• Experience in legal or professional services is a plus.
• Developing customer or client journey maps.
• Supporting CRM selection or implementation.

Responsibilities

• Analyse client feedback and identify trends to improve client experience.
• Develop client journey maps from research to aftercare from the client’s perspective.
• Research and recommend a CRM and marketing database for the firm.
• Manage SEO and PPC with external agencies; day-to-day website management.
• Produce monthly marketing and client insight dashboards; track enquiries and conversions.
• Monitor referrals and identify opportunities to improve marketing via AI and automation.
• Keep up to date with emerging technologies and industry developments.
• Monitor competitor activity.

Skills

Marketing operations

Digital marketing

Customer experience

Customer insight

CRM systems

Websites management

SEO

PPC campaigns

AI & automation

Data reporting & dashboards

Tools

CRM databases

Marketing platforms

Analytics & BI tools

Job description

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Marketing roles at Sydney Mitchell

Client Experience & Marketing Operations Manager

If you believe marketing should have a voice, make a measurable difference and create positive change, we’d love you to join us.

This new role at Sydney Mitchell will turn that ambition into practical improvements, helping us deliver an outstanding client experience while demonstrating marketing’s measurable contribution to the firm’s growth.

The Client Experience & Marketing Operations Manager will be responsible for ensuring that every interaction with the firm reflects our brand promise of Trusted relationships. Clear advice. Positive outcomes.

This is a unique role for someone who enjoys combining customer experience and marketing technology, helping the firm use data to drive decision-making.

Key Responsibilities

Client Experience

• Analyse ReviewSolicitors and Google reviews and identify trends.
• Develop client journey maps – a visual outline of every step a client goes through when dealing with the firm from researching firms to matter aftercare, from the clients perspective.
• Using this data make recommendations to improve clients experience with the firm

Marketing Operations

• Research and recommend a CRM and marketing database for the firm.
• Manage search engine optimisation with web agency
• Manage pay-per-click campaign with PPC agency.
• Day-to-day website management

Insight & Reporting

• Produce monthly marketing and client insight dashboards.
• Track website enquiries and conversion rates.
• Monitor external and internal referrals.
• Identify opportunities to improve marketing by using AI and automation.
• Keep up to date with emerging technologies and industry developments.

Competitor Research

• Monitor competitor activity.

Experience

The successful candidate will have:

• Previous experience in marketing operations, digital marketing, customer experience or customer insight.
• Experience of analysing customer feedback and turning findings into practical recommendations.
• Experience of managing websites and working with digital marketing agencies.
• Experience of measuring website, campaign and lead-conversion performance.
• Experience of producing clear reports and dashboards for senior stakeholders.
• Experience of working with CRM systems, marketing databases or email marketing platforms.
• A track record of managing multiple projects, suppliers and deadlines.
• Experience within legal or professional services.
• Developing customer or client journey maps.
• Supporting the selection or implementation of a CRM system.
• Managing SEO and PPC activity.
• Using AI, automation or reporting tools to improve marketing processes.
• Monitoring online reviews and delivering customer experience improvements.
• Measuring referral sources and enquiry-to-client conversion.