Product Marketing and Client Experience Manager

The Lisinski Law Firm•Remote (FL, US), FL

20h•$90,000 - $100,000

About The Position

The Product Marketing & Client Experience Manager is a people-centered role that directly supports the Senior Director of Product Marketing & Client Experience. This role serves as a critical operational and strategic partner, transforming the firm's CX vision into day-to-day journey mapping, gap analysis, product marketing execution, and cross-functional coordination. This role is built around bringing to life and improving our clients’ lived experiences. Not just by mapping the internal process as designed, but the journey as our clients actually live it. The Product Marketing & CX Manager holds that perspective as the primary lens through which all work is evaluated and prioritized. This person works in close partnership with the Client Research Manager, who leads research design and execution. The Product Marketing & CX Manager translates those research outputs into actionable experience improvements, supports product marketing GTM planning & execution, and drives cross-functional alignment on the highest-impact opportunities. Success requires the ability to influence, align, and move teams without formal authority.

Requirements

6-10 years of professional experience, with 3 or more years in customer experience, client journey work, legal service operations, product marketing or a closely related discipline.
Bachelor's degree in Business, Marketing, Communications, Social Sciences, or a related field.
Experience working alongside or in partnership with a research function; comfortable translating research into experience and product marketing recommendations rather than owning research design independently.
Proven experience supporting go-to-market execution for new products or services, including GTM planning, launch coordination, and post-launch performance tracking.
Experience defining, tracking, and reporting on CX KPIs including cNPS, CSAT, retention, and referral metrics.
Decision Quality – Applies structured prioritization frameworks to evaluate CX opportunities, balancing client impact, revenue implications, operational feasibility, and strategic alignment to make sound recommendations on where the Firm should invest resources first.
Drives Results – Owns and reports on key CX performance metrics, leads execution of client experience improvements and product launches, and is accountable for measuring adoption, retention, referral, and client sentiment outcomes.
Manages Complexity – Navigates highly cross-functional work across Marketing, Operations, Legal, Technology, Product Development, and Client Services while translating diverse client insights, research findings, and business priorities into coordinated actions.
Optimizes Work Processes – Identifies root causes of client experience gaps, develops evidence-based process improvements and SOP recommendations, and supports integration of continuous improvement practices across the client journey.
Communicates Effectively – Creates executive-ready reports, translates research and Voice of Client data into compelling narratives and recommendations, and influences stakeholders through clear insights rather than formal authority.
Bilingual fluency in English and Spanish, with the ability to conduct research and communicate findings in both languages.
Deep cultural fluency with Hispanic and Latino communities, including understanding of communication norms, trust dynamics, and family decision-making.
Demonstrated ability to build and interpret client journey maps from the client's perspective, not just internal process documentation.
Strong prioritization skills; able to apply structured frameworks to evaluate competing improvement opportunities and make a clear case for sequencing.
Strong written and verbal communication skills with experience creating executive-ready reports and presentations.
Proficiency in survey tools (e.g., Qualtrics, SurveyMonkey), CRM platforms (Salesforce preferred), and analytics dashboards.

Responsibilities

Lead the execution of end-to-end client journey mapping, documenting the client experience, perceptions, emotions, expectations, and mindset across every stage of engagement.
Validate internal process assumptions through surveys, interviews, focus groups, and other research methods involving representative client samples and audiences.
Translate Voice of Client data and research findings into clear storytelling materials, feedback loops, executive-ready reporting, and actionable recommendations.
Develop and maintain a living client insight repository that tracks trends, recurring pain points, and the measurable impact of experience improvements over time. Inputs include cNPS, social sentiment and escalations, CSC escalations, and retention escalations.
Translate client journey and research findings into structured gap analyses that identify where client expectations diverge from actual Firm performance. Evaluate gaps based on client impact and business significance, not frequency alone.
Prioritize client experience improvement opportunities using a consistent framework that weighs client impact, revenue implications, operational feasibility, and strategic alignment.
Develop experience design recommendations that address root causes rather than surface-level symptoms across the full client lifecycle.
Partner with Operations, Legal, Technology, Marketing, and other cross-functional stakeholders to develop actionable, sequenced recommendations that address the most significant client experience gaps first.
Support the development of SOPs and process improvements grounded in substantive, quantified client evidence rather than internal assumptions.
Own, track, and regularly report on the role’s CX KPIs, including cNPS trends, client sentiment on social channels, client retention rate improvements, referral rates, and resolution speed for identified pain points. Report risks, wins, journey insights, and prioritization recommendations to the Sr. Director and relevant stakeholders with equal discipline.
Support go-to-market planning and execution for new products and service enhancements, working in lockstep with the Sr. Director, Product Management, and Operations.
Develop and maintain value propositions and messaging frameworks by product line and client segment, ensuring authentic resonance with Spanish-speaking immigrant communities.
Contribute to GTM playbooks and execution plans covering new product launches, pricing changes, channel strategy, market expansion, launch coordination, and post-launch performance.
Apply a strong understanding of competitive dynamics, unmet client needs, and white-space opportunities. Contribute competitive research that informs positioning, product marketing, and service development.
Represent the client perspective in product development discussions by incorporating real demand signals, client needs, and usability considerations into new offerings.
Partner with the Client Research Manager to support Firm-wide VoC program execution, including participant coordination, data collection, cross-channel feedback management, and the translation of research into client experience and product marketing recommendations.
Contribute to the development and refinement of client personas by case type, cultural background, and service stage.
Champion the client perspective across Marketing, Operations, Legal, Product Development, Business Development, CSC, and Technology. Build credibility through clarity of insight and consistency of presence, and influence cross-functional partners to prioritize client experience improvements alongside operational and financial objectives without relying on positional authority.
Support the integration of CX insights into the Firm’s OKR framework and quarterly planning processes.
As needed and under the direction of the Sr. Director, collaborate with the Client Research Manager to manage relationships with research vendors, survey platforms, and external partners.