CRM Manager

Overview of role

Office: London (hybrid 50% attendance required)

As CRM Manager you are responsible for overseeing the firm’s client relationship management strategy and systems to support business development, client service excellence, and revenue growth.

You will work within a global team and be responsible for the management, adoption and engagement of CRM and E-Marketing primarily, as well as supporting broader marketing technology tools and initiatives as needed. 

The role requires a candidate with solid CRM experience (ideally InterAction), great communication skills, and someone who is passionate about CRM and engaging and inspiring others to use it. 

Duties, Responsibilities & Person Specification

CRM 

• Implementing the marketing & business development strategy through the management and adoption of the CRM and related tools.[HV1] 


• Managing and continually developing the CRM platform to ensure data accuracy and adoption.


• Developing processes and reporting to capture and analyse client and business insights


• Segmenting of clients for targeted marketing.


• Supporting BD teams with client intelligence.


• Enabling legal professionals in capturing relationships and interactions.


• Overseeing and executing CRM process and procedures, ensuring operational efficiency with the firm and the business teams. 


• Maintaining CRM data integrity, ensuring robust data governance and GDPR compliance.


• Troubleshooting and resolving user and CRM system issues, ensuring smooth functionality and efficiency between people and technology.


• Driving firmwide initiatives that strengthen adoption and best practice of CRM.


• Providing training and support on the CRM across all seniority levels within the firm.


• Reviewing and updating documentation for the CRM.


• Managing and facilitating vendor relationships with third party account managers and external consultants. 

E-Marketing 

• Managing the E-Marketing application, ensuring business teams have relevant access, and the necessary functionality is available and sufficient. 


• Training and advising the global MBDC team with their e-communications and mailings, providing expert knowledge and point of escalation if necessary. 


• Supporting and providing guidance to the global MBDC team to better manage and enhance mailings lists for each practice group/region. 


• Gathering insights, statistics and metrics based on e-marketing data for the global firm. 


• Facilitating training for new users within global offices.  

Various Marketing Technology 

• Collaborating with MBDC team and providing high level support for tools within the Martech stack, including webinars and podcasts

Education, Skills & Experience

• Bachelor's Degree or higher in a related field. 

• Experience working as a CRM professional or similar role within a legal/professional services/business-to-business environment. 

• Solid knowledge and experience of managing CRM systems (InterAction), mailing automation platforms, relationship intelligence platforms, e-marketing tools and processes. 

• Proficiency in Windows Operating Systems, Microsoft Office, Microsoft Excel, Outlook and CSS is essential 

• Highly data driven with strong analytical capability

• A confident, mature professional, who can demonstrate versatility and adaptability in a high-paced, collaborative environment. 

• A strong team player capable of building good working relationships. 

• Good written and oral communication skills, with keen attention to detail 

• Ability to work under pressure and deliver on tight deadlines. 

• Great problem-solving skills and a fast learner. 

• Great organisational, planning and project management skills and the ability to prioritise workload and meet tight deadlines. 

• Self-starter who brings a positive energy. 


• Ability and willingness to occasionally work outside normal working hours/days as required. 

Please note that Walkers will not accept any applications received from agencies at this time.  Only candidates selected for interview will be contacted. 

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