Lead Client Communications Strategist

Keller Postman LLC; Chicago (IL); On-site; USD 100,000 - 120,000; Full time

Job summary

Keller Postman LLC is seeking a Lead Client Communications Strategist for their Litigation Operations team. In this full-time role, you will collaborate with attorneys and LitOps leaders to develop and manage multi-channel client communication initiatives aimed at enhancing client engagement and case progression.

This position offers an annual salary of $100,000 - $120,000 and is based in Chicago, Illinois, with additional performance-based bonuses and benefits available.

Qualifications

• 3-5 years of experience in a communications or operations role preferred.
• Experience developing communication strategies that optimize client engagement.

Responsibilities

• Collaborate with attorneys and Case Management to create outreach strategies.
• Create and manage automated and manual outreach campaigns.
• Define and track KPIs related to client engagement and case work-up progress.

Skills

Communication strategies

Written and verbal communication skills

Project management

Data Analysis & Reporting

A/B Testing & Optimization

Problem-solving skills

Education

Bachelor’s degree in related field

Job description

Keller Postman delivers justice at scale. We represent individuals and small businesses—hundreds of thousands of them—and get them compensation for harm caused by powerful corporations or the government. We have recovered billions of dollars in litigation against some of the most sophisticated actors in the world. Our work combines the intellectual rigor of legal practice with the innovation, pace, and scale of a tech startup. Our firm accordingly comprises not only world-class lawyers but also distinctive developers, data scientists, designers, communications professionals, and analysts.

The Litigation Operations ("LitOps") team sits at the heart of Keller Postman’s intense and interdisciplinary work. Composed of former consultants, lawyers, and product managers, the team is the nexus between the firm’s litigators, technologists, and operations professionals. We are responsible for understanding complex legal situations, translating them into concrete projects, and marshalling resources from across the firm to deliver them. By way of example, LitOps has developed tech products used by hundreds of thousands of clients, put innovative communication tools at the fingertips of our case management team, and built AI-enabled apps to turbocharge record-review and other key legal processes. When Keller Postman delivers justice at scale, the LitOps team contributes the “scale” part.

Purpose

The Lead Client Communications Strategist will slot into a “pod” of LitOps team members responsible for a portfolio of mass litigation campaigns. The Strategist’s role will be to work closely with attorneys and senior LitOps leaders to develop, lead, monitor, and optimize multi-channel client communication initiatives focused on engagement, client workup, and case progression. This role will also track key metrics to evaluate effectiveness, identify areas for improvement, and iterate on messaging approaches to maximize client responsiveness and case progression.

This is a full-time, in-person role based in our Washington, D.C., office. Compensation for the position includes an annual base salary of $100,000 - $120,000 per year, depending on experience, plus the role is eligible for a discretionary performance-based annual bonus and benefits.

Essential Functions

Strategic Communications for Case Work-Up

• Collaborate with attorneys, Case Management, Medical Records, and LitOps team members to create outreach strategies that drive case work up and improve client engagement.
• Craft clear, persuasive messaging that educates clients on the importance of participation in the case development lifecycle.

Client Engagement Campaign Management

• Create and manage automated and manual outreach campaigns designed to boost client responsiveness and reduce drop-off rates.
• Segment audiences by case status, demographics, or responsiveness to personalize communication strategies.
• Identify communication gaps and barriers to client participation and implement solutions that improve long term engagement.
• Create a smooth client experience from prospecting through the full client lifecycle.

Performance Monitoring & Optimization

• Define and track KPIs related to client engagement and case work-up progress.
• A/B test communication content and channels to optimize effectiveness.
• Monitor response rates to outreach campaigns and recommend data-driven adjustments to maximize outreach strategies
• Translate complex data into recommendations that drive client engagement and operational outcomes.

Collaborate with Internal Stakeholders

• Collaborate with tech/product teams to identify opportunities for improving client communication tools, automation workflows, and data tracking systems to help drive case work up.
• Coordinate and interact with Case Management to promote marketing messages, important updates, and key messages to be communicated.
• Partner with Attorneys to translate complex legal concepts into clear, actionable communication for clients.

Knowledge, Skills, Abilities

• Experience developing communication strategies that optimize client engagement
• Phenomenal written and verbal communication skills
• Strong project management or organizational skills
• Data Analysis & Reporting – proficient in analyzing data to make informed decisions
• A/B Testing & Optimization
• Ability to think strategically to align communication goals with firm priorities
• Excellent time-management skills with a proven ability to meet deadlines and adapt to changing priorities.
• Ability to collaborate across functional teams
• Ability to balance a strategic and creative mindset with meticulous attention to detail.
• Ability to effectively communicate information and ideas in written and verbal format and build and maintain relationships.
• Effective problem-solving skills

Education/Experience

• Bachelor’s degree in related field
• 3-5 years of experience in a communications or operations role preferred.

Keller Postman is an Equal Opportunity Employer. For California Applicants, please find our CRPA information here.