At Sydney Mitchell, marketing is about more than promoting what we do. It is about understanding our clients, improving their experience and using data and technology to help shape the future of our firm.

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.

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, or if you would like an informal and confidential conversation, please contact Kelly White, Head of Marketing, k.white@sydneymitchell.co.uk.