Marketing CX Team Leader

Marketing CX Team Leader A Marketing CX Team Leader role has become available within the marketing team at ENS reporting to the Marketing Manager. The successful candidate will be responsible for leading day-to-day marketing operations, coordinating marketing initiatives and ensuring consistent, high-quality delivery across key team workstreams. The role will support the Marketing Manager with effective execution of marketing plans, client facing activities, internal requests and stakeholder priorities in line with ENS’ standards, objectives professional services environment. The role requires a strong understanding of marketing delivery within a law firm or professional services environment including working with partners/directors, practice areas, service providers and internal and external stakeholders. The successful candidate will combine team leadership, project coordination, stakeholder management, quality assurance and marketing operational excellence to support a responsive and organised marketing team. KEY RESPONSIBILITIES: Marketing operations and delivery: Oversee the day-to-day coordination and delivery of marketing activities in line with team priorities, firm objectives and agreed service standards. Support the planning, execution and monitoring of marketing initiatives, campaigns, events, client communications, thought leadership, directories, awards and internal marketing requests. Ensure marketing outputs are accurate, professional, brand aligned and delivered on time. Monitor priorities, deadlines and workflow across marketing initiatives to ensure effective execution and consistent service delivery to stakeholders. Leading and managing: Lead, manage, and develop the CX Team, ensuring a high level of performance and engagement through coaching, support, and on-the-job exposure. Oversee team responsibilities across the CX team. Establish clear goals and performance indicators for the CX team, regularly providing coaching, feedback, and development opportunities. Foster a collaborative and inclusive work environment where team members feel empowered to contribute to business outcomes. Marketing planning, insights and reporting: Support the development and implementation of marketing plans, calendars and activity schedules aligned to firm priorities and stakeholder requirements. Track and report on marketing activity, deadlines, outputs, campaign progress, event delivery, stakeholder requests and other relevant operational measures. Use data, feedback and practical insights to identify opportunities to improve marketing processes, turnaround times, quality and stakeholder experience. Prepare concise updates, reports and recommendations for marketing leadership to support informed decision-making and continuous improvement. Stakeholder engagement and cross-functional collaboration: Act as a key liaison between the CX team, the broader marketing team, practice areas, internal business services teams and external service providers. Coordinate briefs, feedback, approvals and delivery requirements to ensure stakeholder expectations are clearly understood, managed and delivered against. Support marketing projects, client events, campaigns, directory submissions, awards, thought leadership initiatives and client communications through effective planning, coordination and follow-through. Build credible working relationships with internal stakeholders while maintaining professionalism, discretion and confidentiality. Process improvement and quality assurance: Review existing marketing processes, tools and workflows and recommend improvements to increase efficiency, consistency and quality within the marketing team. Develop and maintain practical guidelines, templates, trackers and service standards to support consistent delivery across the team. Conduct quality checks on team outputs, ensuring accuracy, brand alignment, professional presentation, confidentiality and appropriate stakeholder sign off. Support improved briefing, workflow, approval and reporting processes to enable smoother collaboration between marketing and the wider firm. QUALIFICATION AND EXPERIENCE: Bachelor’s degree in marketing, Business Management, Communications or a related field. Minimum of 5 to 8 years’ experience in marketing, marketing operations, stakeholder engagement, campaign coordination, events, client communications or a related environment. Previous experience within a law firm, professional services firm or corporate services environment would be highly advantageous. Previous team leadership, supervisory or coaching experience is required. Strong understanding of marketing coordination, workflow management, stakeholder service, quality assurance and continuous improvement principles. Experience supporting campaigns, events, client communications, thought leadership, directory submissions, awards, tenders or other marketing initiatives would be advantageous. Experience working with partners/directors, senior stakeholders and cross-functional teams in a deadline-driven professional services environment. Ability to interpret feedback, monitor activity, analyse data and prepare concise reports with practical recommendations. Proficiency in MS Office Suite and experience using CRM, workflow, analytics, event management or marketing management tools would be advantageous. PERSONAL ATTRIBUTES: Client centric mindset with a strong commitment to service excellence. Strong leadership and people management skills with the ability to motivate, guide and develop team members. Excellent communication and stakeholder management skills with the confidence to engage with partners/directors, senior stakeholders and team members across the firm. Strong organisational skills and attention to detail, with the ability to manage multiple priorities and deadlines. Analytical and solutions focused, with the ability to identify issues and recommend practical improvements. Professional, discreet and able to handle confidential client and firm information appropriately. Calm under pressure, adaptable and comfortable working in a fast-paced, service-oriented law firm environment. Collaborative, proactive and committed to delivering a polished and consistent client experience. This position often has to deal with difficult judgement calls, last minute changes, unreasonable deadlines, frustrated clients and extremely high levels of ongoing pressure and long hours. It is also essential that the successful incumbent is able to be flexible, understands urgency, knows when to escalate problems, is willing to communicate with the Marketing Manager and/or COO (e.g. knowing when to seek guidance and when to check if something does not turn out as planned/takes longer than anticipated); and is willing to give ongoing and regular feedback to clients with regards to status and decisions taken relating to all activities, tasks and projects. ENS is committed to transformation and achieving equity in its workplaces. Placement of a suitably qualified and skilled candidate will therefore be made in line with our Employment Equity objectives.