Client Experience & Marketing Operations Manager

Job Purpose

At Sydney Mitchell, we believe that great legal advice deserves an equally great client experience.

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.

AI & Innovation

• 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.
• Benchmark client experience against competitors.

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.

Desirable experience

• 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.

To Apply

Please submit your CV and a supporting statement of no more than 750 words, in total, explaining how your experience meets the requirements of the role.

• Tell us about a time when you used customer feedback, marketing data or performance insight to recommend or deliver an improvement. What did you find, what action did you take and what was the result?

• Describe your experience of managing marketing technology, websites, CRM systems, digital agencies or performance reporting.

• If appointed, what would you prioritise during your first three months as Client Experience & Marketing Operations Manager?

Please provide specific examples and clearly explain your individual contribution.

Applications should be submitted by 12 noon on Wednesday 19 August 2026. Applications received after the closing date may not be considered.

Interviews are expected to take place between 25 and 27 August 2026.

Candidates successful at interview, will be invited to attend a structured interview:

• 15-minute practical presentation
• 10 minutes of presentation questions
• 40-minute competency-based interview
• 10 minutes for the candidate’s questions

The presentation brief will be sent around three working days before the interview.