Communications Manager – Client Engagement, Intake & Automation
Postman Law, Florida, New York, United States
Overview
At Postman Law we are dedicated to creating a workplace where passionate professionals can make a real difference. Our team of experienced personal injury attorneys and case staff work together to advocate for individuals who have been wronged or injured. We guide clients through every step of their journey to ensure they receive the justice and compensation they deserve. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.
Purpose:
Postman Law seeks a
Communications Manager – Client Engagement, Intake & Automation
to lead and optimize strategic client communications across the full client lifecycle—from intake through case resolution. This role is critical to driving client engagement, ensuring complete and timely case work-up, and improving intake conversion through clear, empathetic, and well-timed SMS and email communications.
This is a
full-time
position in our
Lake Mary, Florida
office working a hybrid schedule of three days per week in the office and two days remote. Compensation for the role is an annual base salary of $95,000 to $115,000, depending on experience, plus the role is eligible for a year-end discretionary performance bonus and benefits.
Essential Functions Intake Communications & Journeys
Own intake communication journeys, including writing SMS and email messaging that guides prospective clients through the intake process
Develop automated and manual outreach that increases intake completion rates and reduces abandonment
Craft clear, supportive messaging that explains next steps, required information, and timelines during intake
Optimize intake journeys through testing, segmentation, and performance analysis
Strategic Communications for Case Work-Up
Collaborate with attorneys, case management, and the medical records team to design outreach strategies that drive complete case work-up
Write SMS and email communications focused on medical records, questionnaires, authorizations, and other litigation-critical materials
Educate clients on the importance of timely participation in the case development lifecycle using clear, persuasive, and empathetic messaging
Client Engagement Campaign Management
Write, edit, and manage outbound SMS and email scripts across intake, active cases, and ongoing client communications
Create and manage automated and manual campaigns designed to boost client responsiveness and reduce drop-off rates
Segment audiences by intake status, case stage, responsiveness, or documentation needs to personalize outreach
Ensure a smooth and consistent client experience from prospecting through the full client lifecycle
Journey & Automation Management
Set up, manage, and optimize automated communication journeys within Postman Law's communication software
Build triggers, workflows, conditional logic, reminders, and escalation paths that support intake completion and case progression
Troubleshoot issues related to delivery, timing, or automation logic
Performance Monitoring & Optimization
Define, track, and report on KPIs related to intake completion, client responsiveness, and case work-up progress
Monitor response rates, engagement metrics, and drop-off points across journeys
Conduct A/B testing on messaging content, cadence, and channels to improve effectiveness
Recommend and implement data-driven improvements to outreach strategies
Platform & Operations Ownership
Own day-to-day management of SMS and email communication platforms
Maintain documentation for messaging frameworks, journeys, workflows, and best practices
Ensure compliance with SMS/email regulations, consent requirements, and data handling standards
Collaboration with Internal Stakeholders
Partner with intake, case management, and legal teams to coordinate messaging, updates, and client communications
Collaborate with tech and product teams to improve communication tools, automation workflows, and data tracking systems
Serve as a bridge between communications, operations, and legal stakeholders to ensure clarity and alignment
Required Qualifications
Proven experience in communications, lifecycle marketing, intake operations, or client engagement
Strong copywriting skills for SMS and email
Hands-on experience with communication or marketing automation platforms
Experience building and managing intake and lifecycle journeys
Strong analytical skills and comfort working with performance metrics
Exceptional attention to detail and organizational skills
Preferred Qualifications
Experience in legal, healthcare, or other regulated environments
Familiarity with SMS compliance and opt-in/opt-out requirements
Experience with CRM systems and client data
Background in intake optimization, lifecycle marketing, or customer experience
Twilio Experience a plus
#J-18808-Ljbffr
Purpose:
Postman Law seeks a
Communications Manager – Client Engagement, Intake & Automation
to lead and optimize strategic client communications across the full client lifecycle—from intake through case resolution. This role is critical to driving client engagement, ensuring complete and timely case work-up, and improving intake conversion through clear, empathetic, and well-timed SMS and email communications.
This is a
full-time
position in our
Lake Mary, Florida
office working a hybrid schedule of three days per week in the office and two days remote. Compensation for the role is an annual base salary of $95,000 to $115,000, depending on experience, plus the role is eligible for a year-end discretionary performance bonus and benefits.
Essential Functions Intake Communications & Journeys
Own intake communication journeys, including writing SMS and email messaging that guides prospective clients through the intake process
Develop automated and manual outreach that increases intake completion rates and reduces abandonment
Craft clear, supportive messaging that explains next steps, required information, and timelines during intake
Optimize intake journeys through testing, segmentation, and performance analysis
Strategic Communications for Case Work-Up
Collaborate with attorneys, case management, and the medical records team to design outreach strategies that drive complete case work-up
Write SMS and email communications focused on medical records, questionnaires, authorizations, and other litigation-critical materials
Educate clients on the importance of timely participation in the case development lifecycle using clear, persuasive, and empathetic messaging
Client Engagement Campaign Management
Write, edit, and manage outbound SMS and email scripts across intake, active cases, and ongoing client communications
Create and manage automated and manual campaigns designed to boost client responsiveness and reduce drop-off rates
Segment audiences by intake status, case stage, responsiveness, or documentation needs to personalize outreach
Ensure a smooth and consistent client experience from prospecting through the full client lifecycle
Journey & Automation Management
Set up, manage, and optimize automated communication journeys within Postman Law's communication software
Build triggers, workflows, conditional logic, reminders, and escalation paths that support intake completion and case progression
Troubleshoot issues related to delivery, timing, or automation logic
Performance Monitoring & Optimization
Define, track, and report on KPIs related to intake completion, client responsiveness, and case work-up progress
Monitor response rates, engagement metrics, and drop-off points across journeys
Conduct A/B testing on messaging content, cadence, and channels to improve effectiveness
Recommend and implement data-driven improvements to outreach strategies
Platform & Operations Ownership
Own day-to-day management of SMS and email communication platforms
Maintain documentation for messaging frameworks, journeys, workflows, and best practices
Ensure compliance with SMS/email regulations, consent requirements, and data handling standards
Collaboration with Internal Stakeholders
Partner with intake, case management, and legal teams to coordinate messaging, updates, and client communications
Collaborate with tech and product teams to improve communication tools, automation workflows, and data tracking systems
Serve as a bridge between communications, operations, and legal stakeholders to ensure clarity and alignment
Required Qualifications
Proven experience in communications, lifecycle marketing, intake operations, or client engagement
Strong copywriting skills for SMS and email
Hands-on experience with communication or marketing automation platforms
Experience building and managing intake and lifecycle journeys
Strong analytical skills and comfort working with performance metrics
Exceptional attention to detail and organizational skills
Preferred Qualifications
Experience in legal, healthcare, or other regulated environments
Familiarity with SMS compliance and opt-in/opt-out requirements
Experience with CRM systems and client data
Background in intake optimization, lifecycle marketing, or customer experience
Twilio Experience a plus
#J-18808-Ljbffr