Berry Law

Director

• 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

Director of Client Experience

Account Executive

• Meet or exceed monthly and quarterly sales conversion targets
• Deliver a white-glove intake experience
• Maintain accurate documentation of all client interactions
• Execute Berry Law’s proven sales process
• Contribute to a high-performance, competitive team environment

Sales Representative

Performance Marketing

• 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.

Director of Demand Generation

Conversion Rate Optimizer

• 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

Website SEO, CRO Manager

Web Designer

• Design digital assets for web, social media, email, and paid campaigns
• Create print materials for events, sponsorships, and community activations
• Develop visual systems aligned with brand standards
• Produce presentation decks and executive-facing materials
• Collaborate with Brand, PR, and Production teams to maintain visual consistency

Graphic Web Designer

Producer

• Produce and manage podcasts and video content from planning through final delivery
• Lead video and audio capture for interviews, events, and media moments
• Ensure broadcast-quality standards for sound, lighting, and storytelling
• Build repeatable production workflows and asset pipelines
• Partner with brand, PR, and social teams to maximize content reach

Producer, Podcasts and Video

Social Media Manager

• Manage day-to-day execution across major social platforms
• Publish content that authentically reflects Veteran experiences and Berry Law’s mission
• Collaborate with video, content, and PR teams on campaigns and events
• Engage professionally and empathetically with our community
• Enforce brand voice, compliance standards, and cultural accuracy
• Track performance and refine content based on what builds trust and action

Account Manager

• 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

Events and Public Relations Manager

Communications

• 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

Director of Brand and Communications

Revenue Operations

• 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.

Director of Revenue Operations

Marketing

• Activate and monetize a 100k+ contact database through disciplined lifecycle strategy
• Build and manage segmented email campaigns and automated nurture tracks in Lead Docket
• Support and help operationalize the firm’s transition from Lead Docket to HubSpot
• Align lifecycle programs with intake data, referral signals, and case status
• Deploy precision email offensives that drive cross-practice referrals and re-engagement
• Optimize performance through testing, timing, and message refinement
• Partner with Marketing, Data, and Intake to ensure lifecycle execution supports firm priorities

Lifecycle Marketing Manager

Content Creator

• Write authoritative blog articles, landing pages, and thought leadership content
• Develop SEO-driven content aligned with search intent and performance goals
• Repurpose podcasts, video, and campaigns into written assets
• Ensure culturally fluent, respectful messaging when addressing Veterans
• Collaborate with marketing, production, and leadership teams