Berry Law

• Ensure the delivery of world-class service in all client journeys, setting the standard for excellence across the firm • Develop and implement comprehensive customer journey maps that illustrate the end-to-end client experience, encompassing all touchpoints, interactions, and emotions before, during, and after engaging with Berry Law's services • Analyze customer journey maps to identify potential barriers and pain points that clients may encounter during their interactions with the firm; propose innovative solutions and improvements to enhance the overall experience • Continuously monitor the performance of customer journey maps, track client satisfaction metrics, and provide actionable recommendations for improvement • Conduct comprehensive client experience assessments, communicate findings to leadership, and lead action planning efforts • Utilize client behavior and preference research to optimize satisfaction and build long-term brand loyalty • Respond promptly and empathetically to client complaints, concerns, or negative feedback across all communication channels including phone, email, social media, and chat platforms • Conduct complimentary check-in calls with clients to assess their service experience and ensure satisfaction throughout their journey with Berry Law • Serve as the senior client advocate within the department — championing the client's voice in all internal decisions and process improvements • Partner with the Law Firm Social Worker to identify clients with complex emotional, social, or situational needs and ensure they receive appropriate support and resources • Handle escalated client concerns with professionalism, empathy, and urgency — turning difficult experiences into trust-building moments • Ensure vulnerable clients, including those experiencing trauma, mental health challenges, or crisis situations, are connected to the right support • Develop and oversee quality assurance processes including call monitoring, client satisfaction surveys, and service scoring • Track and analyze key metrics including client satisfaction scores, response times, resolution rates, escalation frequency, and NPS

• Lead and execute brand and communications strategy across PR, events, media, and owned channels for the Berry Law brand and the Veteran Led (founder) brand • Manage and mentor the events & public relations team, content production teams, and designers • Drive earned media opportunities, thought leadership, and executive communications • Oversee high-visibility events, sponsorships, and community activations • Enforce brand standards and ensure consistent messaging across all public-facing materials • Partner with firm leadership on reputation management and strategic communications

• Own the end-to-end revenue operations ecosystem, including marketing platforms, intake systems, CRM, analytics, and reporting layers • Align marketing and intake workflows to ensure seamless handoffs, accurate lead qualification, and consistent funnel definitions • Design, enforce, and maintain attribution models that accurately reflect channel performance and ROI • Own revenue forecasting and pipeline modeling in partnership with executive leadership • Identify inefficiencies that inflate CAC or reduce funnel velocity • Establish operational cadence, reporting standards, and accountability across teams

• Lead and optimize all paid search (PPC) initiatives, including budget strategy, bidding models, keyword architecture, and performance testing. • Oversee organic growth strategy, including SEO roadmap, technical performance, and content alignment. • Ensure coordination between paid and organic channels to maximize search dominance. • Own and report on cost per hire (CPH) and channel-level efficiency metrics. • Identify areas of spend inefficiency and reallocate resources accordingly. • Drive continuous testing and optimization to reduce acquisition costs without sacrificing quality. • Partner with the Marketing Data & Technology Analyst to ensure clean attribution and channel visibility. • Establish channel KPIs and reporting cadences tied to executive dashboards. • Monitor conversion rates across key funnel stages to identify friction or breakdowns. • Work directly with Intake leadership to eliminate lead waste and improve qualification standards.

• Execute Berry Law’s presence at trade shows, conferences, community events, and firm-led activations • Coordinate earned media opportunities, press logistics, and on-site interviews • Serve as the operational lead during live events and media moments • Develop SOPs, checklists, and timelines to ensure repeatable execution • Coordinate with production, social, and leadership teams to maximize impact • Enforce brand standards and professionalism in the field

• Lead technical and on-page SEO strategy across priority markets • Manage domain consolidation and redirect strategy • Oversee site health, indexing, and structured data implementation • Design and execute A/B testing to improve conversion rates • Partner with paid media and analytics teams to align performance • Monitor competitor search visibility and adjust strategy accordingly

• Establish, cultivate, and maintain strong, productive relationships with law firms, bar associations, legal technology providers, legal marketers and other industry organizations. • Identify and pursue opportunities for collaboration, referral relationships, joint ventures, and business growth through partnerships with legal industry stakeholders. • Represent the organization at legal industry events, conferences, and forums to promote brand visibility and strengthen networks. • Take the initial lead in negotiations for partnership agreements, sponsorships, and other collaborative arrangements, ensuring alignment with organizational objectives. • Monitor trends, challenges, and innovations within the legal sector to inform strategy and maintain the organization’s competitive edge. • Work closely with senior leadership, marketing, and business development teams to align relationship strategies with organizational priorities. • Measure the impact and effectiveness of law firm and industry relationships. • Facilitate CEO speaking events at industry events to include keynote speeches and speaking panels.