Senior Manager, Client Experience

Hinshaw & Culbertson LLP; Northern (KY); Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

Competitive compensation

Flexible benefits

401(k) plan

Diversity & Inclusion

Disability accommodations

Job summary

Hinshaw & Culbertson LLP, a national law firm, seeks a Senior Manager of Client Experience to lead client engagement across events, analytics, and marketing technology. This role partners with the Chief Marketing & Business Development Officer to craft scalable programs that drive growth and client value.

The ideal candidate has 8–12+ years in marketing/BD operations within professional services, with strong CRM and data- driven decision making, and proven team leadership in cross-functional

Qualifications

• Bachelor's degree required; advanced degree or certifications in marketing, business, or technology-related disciplines a plus.
• 8–12+ years in marketing, business development operations, marketing technology, events strategy, or related roles.
• Experience leading 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.

Responsibilities

• Lead the development and execution of a cohesive client experience strategy across events, leveraging marketing technology, with a data driven approach to decisions.
• Partner 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.
• Provide strategic leadership and oversight of the firm’s 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.
• 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.
• 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.
• 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.
• 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.

Skills

Strategic client experience

Cross-functional leadership

Data-driven decision making

CRM systems

Marketing technology

Education

Bachelor's degree required

MBA or related advanced degree (nice to have)

Tools

Marketing automation platforms

Event management software

CRM platforms

Job description

Hinshaw & Culbertson LLP is a national law firm with over 500 attorneys across the United States. Founded in 1934 and headquartered in Chicago, we provide sophisticated legal counsel to clients in highly regulated industries, including insurance, financial services, healthcare, and professional services. We also offer strategic business and transactional advice to a wide range of for-profit and nonprofit organizations, including government agencies and educational institutions. Learn more at hinshawlaw.com.

The firm is seeking a strategic, forward-thinking Senior Manager of Client Experience to lead and evolve the firm’s client experience infrastructure across marketing technology, events, and analytics. This role is critical to driving a coordinated, data-informed approach to client engagement—ensuring the firm’s tools, programs, and experiences are aligned to support business development, strengthen client relationships, and enable revenue growth.

The Senior Manager, Client Experience will serve as a key strategic partner to the Chief Marketing & Business Development Officer, overseeing the firm’s events function and related marketing technology components. This role leads a growing team responsible for delivering high-quality client experiences and operational excellence across these functions. The ideal candidate brings strong strategic vision, operational discipline, and the ability to translate business goals into scalable systems, programs, and insights.

Candidate may work fully remote andmust reside in one of the following states: AZ, CA, DC, FL, IL, IN, LA, MA, MD, MN, MS, MO, NJ, NY, PA, RI, TX, VA or WI.

Responsibilities

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.

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.