VP of Client Marketing

What You’ll Do In this role, you will be responsible for: Client Lifecycle Marketing Build the referral flywheel and the communication engine that keeps clients engaged from case sign through years after settlement. You will hire a lifecycle marketing manager (ops focus) to execute beneath you. Build and own the referral ask workflow at settlement: scripted, logged, incentivized, and tracked. Every settled case gets a documented referral ask. Design and execute post-settlement email and SMS campaigns (30, 90, 365-day touchpoints) and build the settled client database from scratch. Design in-case milestone communications (welcome sequences, stage updates, monthly check-ins) in partnership with the COO. Inbound replies route to the case team. Own the full review generation program: ask timing, scripting, incentive design, volume tracking. Embed review asks into case manager and attorney workflows in Filevine. Build NPS measurement infrastructure (mid-case, post-settlement, post-care-package) and own Filevine referral source attribution. Partner with decision science to measure every touchpoint and track core KPIs: referral ask rate, referral conversion, review ask compliance, review conversion organic CAC, and NPS trends. Establish baselines within 90 days. Client Experience Make every TopDog client feel like the most important person in the building. You will build a small team beneath you to execute. Own care kit design, messaging, timing, and fulfillment in partnership with the creative team. Own the TopDog merch store: inventory, fulfillment, vendor relationships. Product always in stock for sale and giveaway. Identify and execute above-and-beyond moments for clients. Build a system for surfacing opportunities from case teams and NPS signals. Design and launch the ambassador program: top 5% of settled clients by NPS who receive elevated incentives and a direct relationship with your team. Own philanthropy, community events, local partnerships, and in-market Client Advocates in priority markets (New York, Philadelphia, Detroit, Chicago). Use mid-case NPS as a real-time sentiment signal: route bad experiences to resolution, identify high-sentiment clients for ambassador and referral pipelines. Feed storytelling inputs back to the creative team from client interactions. Identify opportunities to improve systems, processes, or outcomes—not just following existing playbooks. What Success Looks Like Within your first 6-12 months, success in this role looks like: You consistently deliver on commitments with minimal oversight. You proactively identify issues and propose solutions. Your work raises the bar for quality, clarity, and follow-through. You are viewed as a reliable, trusted partner by teammates and leaders. You contribute positively to team energy, morale, and momentum. Qualifications Required: 8-12+ years in customer marketing, client lifecycle, or a closely related function at a high-volume consumer services business (gaming, financial services, insurance, healthcare, legal, or comparable). You are a builder and an entrepreneur. You have stood up new functions from scratch, hired teams, created measurement infrastructure, and delivered results within the first year. You thrive in environments where the playbook does not exist yet. Direct experience building referral programs: strategy, incentive structure, ask workflows, and measurement frameworks. You have owned review generation or NPS programs at a business where reviews directly affect acquisition. Experience building client experience programs: care packages, ambassador/loyalty programs, community engagement, or comparable touchpoints at scale. Strong CRM and marketing automation capability. You can design lifecycle campaigns and work inside platforms like Braze, Iterable, or equivalent. Data-informed decision maker. You partner with decision science to measure what matters and use the output to drive action. Hands‑on analytics skills are a plus but not required. You know how to work cross-functionally with teams you don’t directly control. Case manager and attorney cooperation is not optional, and earning it is part of the job. Strong communication skills—written and verbal. Ability to think critically, prioritize effectively, and execute with speed. Nice to Have: Experience in a fast-growing or high-volume environment. Comfort with ambiguity and evolving systems. Experience in legal, professional services, or client-centric organizations. Benefits Salary range: $150,000 - $200,000 USD per year (Remote (United States)). Additional benefits are provided but not listed here. #J-18808-Ljbffr