[Remote] VP of Client Marketing

Note: The job is a remote job and is open to candidates in USA. TopDog Law is a rapidly growing national personal injury law firm looking for a VP of Client Marketing. This role involves building and owning the client lifecycle marketing strategy and client experience initiatives to enhance client engagement and referral programs.ResponsibilitiesBuild the referral flywheel and the communication engine that keeps clients engaged from case sign through years after settlementHire a lifecycle marketing manager (ops focus) to execute beneath youBuild and own the referral ask workflow at settlement: scripted, logged, incentivized, and tracked. Every settled case gets a documented referral askDesign and execute post-settlement email and SMS campaigns (30, 90, 365-day touchpoints) and build the settled client database from scratchDesign in-case milestone communications (welcome sequences, stage updates, monthly check-ins) in partnership with the COO. Inbound replies route to the case teamOwn the full review generation program: ask timing, scripting, incentive design, volume tracking. Embed review asks into case manager and attorney workflows in FilevineBuild NPS measurement infrastructure (mid-case, post-settlement, post-care-package) and own Filevine referral source attributionPartner 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 daysMake every TopDog client feel like the most important person in the buildingBuild a small team beneath you to executeOwn care kit design, messaging, timing, and fulfillment in partnership with the creative teamOwn the TopDog merch store: inventory, fulfillment, vendor relationshipsIdentify and execute above-and-beyond moments for clients. Build a system for surfacing opportunities from case teams and NPS signalsDesign and launch the ambassador program: top 5% of settled clients by NPS who receive elevated incentives and a direct relationship with your teamOwn 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 pipelinesFeed storytelling inputs back to the creative team from client interactionsIdentifying opportunities to improve systems, processes, or outcomes—not just following existing playbooksSkills8-12+ 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 yetDirect experience building referral programs: strategy, incentive structure, ask workflows, and measurement frameworksYou have owned review generation or NPS programs at a business where reviews directly affect acquisitionExperience building client experience programs: care packages, ambassador/loyalty programs, community engagement, or comparable touchpoints at scaleStrong CRM and marketing automation capability. You can design lifecycle campaigns and work inside platforms like Braze, Iterable, or equivalentData-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 requiredYou know how to work cross-functionally with teams you don't directly controlCase manager and attorney cooperation is not optional, and earning it is part of the jobStrong communication skills—written and verbalAbility to think critically, prioritize effectively, and execute with speedExperience in a fast-growing or high-volume environmentComfort with ambiguity and evolving systemsExperience in legal, professional services, or client-centric organizationsCompany OverviewTopDog Law is a personal injury law firm that helps injured people and families. It was founded in 2019, and is headquartered in Ann Arbor, Michigan, USA, with a workforce of 201-500 employees. Its website is https://topdoglaw.com.