What are the responsibilities and job description for the Manager of Marketing and Client Satisfaction position at Messier, Massad, Burdick & Assoc. LLC?
Join Our Team: Manager of Marketing and Client Satisfaction
Location: New London, CT and East Greenwich, RI (Hybrid flexibility available)
Company: Messier, Massad, Burdick & Assoc. LLC
Are you a passionate marketing professional who believes that exceptional client experiences are the true engine of business growth? Do you thrive on building relationships, nurturing referral networks, and ensuring every client feels genuinely valued — not just during their case, but long after it closes?
Messier, Massad, Burdick & Assoc. LLC, is a multispecialty law firm serving Connecticut and Rhode Island. Our motto is simple: Why Have One Attorney. . . When You Can Have a Team? ® When our clients hire us, they get a dedicated legal team that takes care of everything. We are currently seeking an energetic, personable and forward-thinking Director of Marketing and Client Satisfaction to lead our client satisfaction initiatives, deepen our referral relationships, and ensure that every person who walks through our doors — or refers someone who does — feels truly appreciated.
About Us:
Messier, Massad, Burdick & Assoc. LLC handles personal injury, real estate, commercial litigation, insurance disputes, and probate matters. We pride ourselves on our responsiveness, our commitment to our clients, and our ability to provide top-tier legal representation with warmth and without intimidation. Our clients consistently praise our empathy, thoroughness, and communication, and we want to amplify that message.
The Role:
As our Manager of Marketing and Client Satisfaction, you will not just be running digital ads or updating our website — you will be the architect of our client journey and the champion of our referral relationships. You will ensure that our five-star client experience translates into lifelong loyalty and a thriving referral network built on genuine gratitude and connection.
Key Responsibilities
Client Experience & Satisfaction
Your primary focus will be designing and refining the client journey from initial intake to post-case follow-up. You will ensure that every client feels heard, understood, and guided with care throughout their legal process. This involves implementing robust systems to gather client feedback, managing satisfaction surveys, and proactively building our online presence. You will collaborate closely with our intake specialists and legal teams to establish consistent, empathetic communication standards across all client interactions — because at MMBA, the relationship does not end when the case does.
Client Appreciation
One of the most meaningful parts of this role is ensuring that our clients know how much we value them — not just as cases, but as people. You will design and manage a thoughtful client appreciation program and client appreciation events. The goal is simple: every client should leave our firm feeling like they gained not just a legal team, but a lasting advocate.
Referral Network Appreciation
Referral relationships are among our most treasured professional bonds, and you will be the person responsible for nurturing them with intention and care. You will maintain a comprehensive database of referral attorneys, past clients, and other professional partners. You will implement a structured referral acknowledgment program ensuring that every referral is promptly recognized and that referring attorneys receive timely, professional updates on the status of cases.
Referral Program Development
Beyond appreciation, you will develop and execute strategic campaigns that actively grow our referral network. This includes creating a formal client referral initiative that makes it easy and rewarding for satisfied clients to recommend our firm. You will promote our attorneys through speaking engagements, continuing legal education seminars, and professional associations. You will also pursue strategic partnerships with complementary professionals — such as real estate agents, financial advisors, and medical providers — who regularly interact with individuals who may need our services.
Digital Marketing & Brand Management
You will oversee our digital presence to ensure it authentically reflects our firm's values and the warmth of our client relationships. This includes managing website content, leading social media community management, and designing targeted marketing segmented by audience. Planning and executing firm-sponsored events, community outreach, and sponsorships will also fall under your purview. You will track marketing metrics across all channels and report on the ROI of campaigns, referral programs, and client satisfaction initiatives to ensure both effective and meaningful campaigns.
Who You Are & Qualifications
We are looking for a “relationship builder” at heart — someone who genuinely delights in making people feel seen, valued, and appreciated. You should be a strategic thinker who can design long-term appreciation programs. Because our clients are often navigating stressful and emotional situations, you must be an empathetic communicator who understands how to connect with people on a human level. You should also be data driven, using metrics to refine your strategies while never losing sight of the personal touch that sets our firm apart.
The ideal candidate will hold a Bachelor's degree in Marketing, Communications, Business, or a related field, and / or bring at least 2 years of experience in marketing, business development, or client relations. Experience in a law firm or professional services environment is highly preferred. A proven track record of managing referral programs, client appreciation initiatives, or relationship-based marketing is essential, along with a strong understanding of digital marketing, social media management, and email marketing platforms. Excellent written and verbal communication skills are a must, as is the ability to work collaboratively with attorneys, paralegals, and administrative staff across multiple office locations.
Why Join Us?
At Messier, Massad, Burdick & Assoc. LLC, we love what we do, and it shows. We offer a collaborative, supportive work environment where your ideas will be heard and your contributions will directly impact the growth and reputation of the firm. We provide a competitive salary and benefits package. Most importantly, we foster a positive culture that values work-life balance and the belief that doing right by people — clients, colleagues, and community — is always good business.
How to Apply
If you are ready to take ownership of our client experience, champion our referral relationships, and help expand a firm where every person feels genuinely appreciated, we want to hear from you. Please submit your resume and a cover letter detailing your experience with client satisfaction, referral programs, or relationship-based marketing to Greg at: gmassad@mmbteam.com.
*Messier, Massad, Burdick & Assoc. LLC is an equal opportunity employer.
Pay: $60,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Work Location: In person
Salary : $60,000 - $90,000