Product Manager - Client

Overview

Our Technology team continues to go from strength to strength, playing a vital role in firm-wide innovation and strategy. Far from being a support function, Technology is integral to the firm's growth agenda, backed by strong leadership engagement and sustained investment.

Role

Mishcon's growth ambitions rely on modern, insight-led Business Development (BD) and Marketing capabilities. Client Relationship Management (CRM) and marketing automation are central to this—responsible for shaping and evolving the products, workflows and data capabilities that enable better client understanding, stronger relationship management, more effective targeting and campaigns, and improved visibility of opportunities across the firm.

The Project Manager will lead a team of three executives and will own the product strategy, roadmap and value realisation for the firm's core client-growth platforms, including InterAction and HubSpot, ensuring they deliver measurable business outcomes to support the firm's CRM strategy & growth agenda. This will include the opportunity to help develop the end-to-end client journey and transform & re-imagine CRM through AI and new service offerings.

The postholder will work closely with BD, Marketing, practice groups, Data, Engineering and Architecture to identify high-value problems, prioritise opportunities, improve end-to-end workflows and ensure the underlying data and integrations are trusted, scalable and compliant. The role combines strategic product management, stakeholder leadership and people leadership. It is accountable for aligning platform investment to firm priorities, improving adoption and user experience, and building a roadmap that balances service reliability, continuous improvement and longer-term capability development.

Duties and Responsibilities

Product strategy & roadmap

• Own the product vision, roadmap and backlog for the firm's CRM and marketing automation capabilities across Interaction and HubSpot, aligning priorities to BD and Marketing outcomes and practice group needs.
• Define clear product outcomes, success measures and KPIs for roadmap initiatives, focusing on business value, adoption and operational efficiency.
• Manage and maintain a transparent, evidence‑based backlog that balances BAU stability, user pain points, strategic opportunities and technical/data enablers.
• Lead quarterly and annual roadmap planning, making trade‑offs explicit and ensuring stakeholders understand priorities, sequencing and dependencies.

Lead and develop a team of three supporting HubSpot and InterAction

• Line‑manage and develop a team of three Executives responsible for day‑to‑day platform support, configuration, enablement, and delivery across HubSpot and Interaction.
• Create an effective operating rhythm across BAU support, enhancements, stakeholder engagement and continuous improvement, with a culture of accountability and customer‑centricity.
• Drive strong adoption by partnering with BD leadership and practice groups, including communications, training, playbooks and "how to get value" enablement.

Product Lifecycle Management

• Run continuous discovery with BD, Marketing, partners, fee‑earners and business teams to understand problems, pain points and unmet needs.
• Translate user and business insight into clear problem statements, opportunities, hypotheses and product requirements.
• Use pilots, testing and iterative delivery approaches to validate ideas quickly and scale what delivers measurable value.
• Ensure solutions are practical in a legal and professional services environment, including the realities of time‑poor users, relationship‑led selling and confidentiality constraints.
• Identify opportunities to simplify manual processes, improve user experience and automate repeatable workflows where this drives better business outcomes.
• Ensure platform configuration and enhancement decisions are scalable, supportable and aligned to enterprise architecture and data principles.
• Drive product adoption through strong stakeholder engagement, targeted communications, training, playbooks and role‑based enablement.
• Partner with BD and practice leadership to embed new ways of working and ensure products deliver value in day‑to‑day use.
• Track adoption, usage, satisfaction and business impact, and use this data to refine the roadmap and improve outcomes over time.

Data quality, integrations, and enterprise data alignment (including MDM)

• Own the CRM data strategy alongside the Data team, ensuring high‑quality, compliant and trusted data to support segmentation, campaigns and relationship insight.
• Work closely with Data/Engineering/Architecture to reduce duplication and manual entry by improving integration flows (including synchronisation needs between HubSpot and Interaction and the broader ecosystem such as Intapp), recognising that foundational data/integration improvements are required regardless of CRM tooling decisions.
• Support appropriate data governance, stewardship and master‑data alignment to ensure core client, contact and relationship data is reliable and sustainable over time.
• Ensure that any data quality approach is treated as ongoing operational discipline (not a one‑off cleanse), reflecting multiple data entry points and the need for monitoring and governance.

Commercial & Strategic Planning

• Build robust business cases for significant product investments, setting out expected outcomes, options, costs, dependencies, risks and change implications.
• Help leadership make informed prioritisation decisions by bringing together user needs, strategic fit, technical feasibility and value potential.
• Contribute to longer‑term thinking on the firm's client‑growth technology landscape and future product direction.
• Establish a transparent prioritisation approach that balances:
  • BAU platform reliability
  • High‑value enhancements
  • Strategic capability building (automation, insight, integration)
  • Data quality improvements.

Essential Skills and Experience

• Strong product management experience owning business‑critical platforms, digital products or internal products in complex organisational environments.
• Proven ability to define product strategy, build roadmaps, prioritise effectively and translate business goals into measurable outcomes.
• Demonstrable experience leading or managing CRM teams and/or platform specialists (including prioritisation, delivery, and adoption).
• Deep understanding of BD and Marketing processes and the role of CRM and marketing automation in driving growth (segmentation, campaigns, pipeline/opportunities, relationship development).
• Strong stakeholder management and influencing skills, including the ability to work credibly with senior leaders and navigate competing priorities.
• Evidence of driving user adoption and behaviour change through thoughtful product design, enablement and change approaches.
• Good understanding of product discovery, iterative delivery, value measurement and continuous improvement.
• Excellent written and verbal communication skills, with the ability to simplify complex issues for different audiences.
• Experience working with HubSpot, Interaction or comparable CRM & Marketing Automation platforms.
• Strong grasp of data quality principles, data governance and the importance of integrations in CRM outcomes.
• Confidence partnering with technical teams (Data, Platforms, Architecture) and translating between business outcomes and technical delivery.

Desirable

• Experience working in a law firm or professional services environment (relationship‑led selling, complex networks, confidentiality constraints).
• Exposure to enterprise data environments and MDM tooling (e.g., how master data and "golden records" support downstream systems).
• Experience improving data synchronisation and integration patterns between marketing automation and relationship management platforms.

Job Profile Note

Please note that this job profile is not an exhaustive list of duties but merely an outline of the key components of the role. You may be required by your line manager to take on additional responsibilities when requested.

About Mishcon de Reya LLP

Mishcon de Reya is an independent law firm, which now employs over 1400 people with more than 650 lawyers offering a wide range of legal services to companies and individuals. The firm has grown rapidly in recent years, showing more than 40% revenue growth in the past five years alone.

With presence in London, Oxford, Cambridge, Singapore, Hong Kong and UAE, the firm services an international community of clients and provides advice in situations where the constraints of geography often do not apply.

The work the firm undertakes is cross‑border, multi‑jurisdictional and complex, centred around three increasingly entwined and connected sectors: the Innovation Economy, Private Wealth and Capital, and Real Estate. The firm is known as a dispute's powerhouse with a formidable capacity firmwide for dispute resolution.

We strive to create a fully diverse and inclusive workplace where all our people are empowered to fulfil their potential. We are proud of our agile working culture and are always happy to talk flexible working.