Director of Communications

Overview

Jinks Crow, P.C. is a women-owned plaintiff’s personal injury and wrongful death law firm dedicated to helping individuals and families through some of the hardest moments of their lives.

We are seeking a Communications & Client Experience Director to lead the firm’s communications, brand presence, video content, social media, intake operations, and client experience initiatives.

This role blends creativity, empathy, and strategy to ensure that every client interaction—from the first call through the conclusion of a case—reflects the firm’s values of compassion, integrity, and excellence.

Key Responsibilities

Client Experience Leadership

• Design and oversee the firm’s client experience strategy to ensure every client feels informed, supported, and valued.
• Develop and manage feedback programs (surveys, reviews, testimonials) to measure and improve satisfaction.
• Collaborate with attorneys and staff to strengthen tone, responsiveness, and consistency in communications.
• Lead initiatives to identify and eliminate client “pain points.”
• Manage the firm’s reputation by responding to reviews and proactively collecting testimonials.

Intake Management

• Supervise the intake team to ensure timely, empathetic, and high-quality responses to all new inquiries.
• Refine intake scripts, procedures, and follow-up workflows for efficiency and effectiveness.
• Monitor and report intake KPIs (response times, conversion rates, lead quality).
• Coordinate with attorneys for seamless handoffs from intake to active representation.
• Coach intake team members in communication best practices and empathy.

Firm Communications

• Continue to develop and implement a comprehensive communications plan that aligns with firm values and strategic goals.
• Manage website content, newsletters, media relations, and internal communication initiatives.
• Ensure compliance with Alabama Bar advertising and ethical rules.
• Coordinate firm announcements, case results, and community engagement features.
• Maintain consistent brand voice and tone across all platforms.
• Create and distribute newsletters and updates to clients and referral sources.

Video & Social Media Content

• Develop and execute a video strategy that highlights the firm’s values, attorneys, client stories (with permission), and educational content for the public.
• Plan and produce high-quality videos for the website, social media, and digital marketing campaigns (including attorney spotlights, FAQs, and case updates).
• Manage all firm social media accounts (Facebook, Instagram, LinkedIn, YouTube, TikTok, etc.) with the goal of growing engagement and brand awareness.
• Develop and maintain a monthly content calendar featuring a mix of educational, community, and brand-building posts.
• Track analytics and engagement metrics to continually improve content performance.
• Stay current on trends in digital storytelling, video editing tools, and social media algorithms relevant to law firms.

Marketing & Brand Stewardship

Partner with external marketing vendors or agencies to ensure consistent, brand-aligned messaging.

• Use data and analytics to evaluate marketing and social media performance.
• Develop community outreach and education programs that promote the firm’s mission and leadership as a woman-owned law firm.

Qualifications

• Bachelor’s degree in Communications, Marketing, Public Relations, Digital Media, or related field.
• 5 years of experience in communications, marketing, client experience, or intake operations (law firm or professional services preferred).
• Demonstrated ability to plan, produce, and edit video content (basic proficiency with tools like Canva, CapCut, or Adobe Premiere a plus).
• Proven social media management experience with measurable engagement results.
• Strong leadership, writing, and interpersonal communication skills.
• Proficiency in CRM, social media analytics, and marketing software.
• High emotional intelligence and passion for delivering exceptional client care.