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Customer Experience Manager

2 months ago

boston, United States Hemenway & Barnes LLP Full time

Client Experience Manager


The Client Experience Manager will be responsible for enhancing the client journey, supporting stronger client relationships 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.



Job Summary:


·        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.


·        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.


·        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.


·        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.


·        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.


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



Position Requirements:


·                 Bachelor’s degree required with 5-7 years of marketing experience.


·                 Experience with client data, CRM software and processes, manipulation of multiple files for cross-referencing, merging and or/ improving targeting.


·                 Extensive experience using Excel: creating and modifying tables, using formulas (e.g., IF, VLOOKUP,etc.), working with pivot tables and building references with non- numeric data. 


·                 Ability to manage multiple projects and deadlines in a fast-paced environment.


·                 Event planning and management experience.


·                 Familiarity with client feedback methods, collection tools and various analysis techniques.


·                 Understanding of professional, law firm, family office and investment services preferred.


·                 Ability to show initiative and take a proactive approach to developing best practices and processes.


·                 Excellent written and verbal communication skills.


·                 Demonstrated team player who is self-motivated and can work independently with  minimum supervision.


About Hemenway & Barnes LLP:

Hemenway & Barnes LLP is a law firm specializing in the preservation and management of the personal, business, family, and financial assets of its clients. As one of the oldest firms in New England, the people at Hemenway & Barnes have earned a long-held reputation as premier trustees, advisors and attorneys.


Hemenway & Barnes is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, sexual orientation, gender identity, age, veteran status, disability status, or any other applicable characteristics protected by law.


We encourage applications from a diverse pool of candidates and base employment decisions on business needs, job requirements, and individual qualifications.


We support an inclusive workplace and are committed to creating a welcoming environment for all employees.


To Apply:

If you possess the skills and credentials we are looking for, please submit your resume and cover letter, in strict confidence, for consideration to hr@hembar.com