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CRM Manager


CRM Manager - Intl Law firm - London, City - 60-65k + Excellent Benefits

The Department

The Marketing & Business Development department is comprised of teams that look after the regional offices, industry groups, and marketing operations including events, graphic design and CRM.

The Role

  • Opportunity to drive the firm's CRM strategy, building a plan to shape a culture of excellence in Client Relationship Management
  • Engage with stakeholders at all levels across the business to improve adoption, implementing and embedding quality focused CRM working practices
  • Provide both regular and ad hoc written and verbal communications to the firm
  • Work closely with the international Marketing & BD team to support strategic business development priorities, embedding client relationships and managing referrals
  • Manage the firm’s CRM database (InterAction) and e-Marketing day to day and be seen as the go-to person for any enquiries

Key Responsibilities

  1. Strategy
  • Develop a CRM strategy aligned to the firm's business objectives, putting in place development plans to support Marketing & Business Development goals
  • Create and implement a plan to educate the firm on CRM best practice and benefits and provide regular communications and training across the firm
  • Deliver ROI metrics on relationship strength and pipeline, providing regular reports

  1. Development
  • Review the current relationship management position and put development plans in place to support the firm's business objectives and Marketing & Business Development goals
  • Research enhancements and new apps and lead upgrades to the system, working closely with external software providers and IT department to ensure smooth roll-out
  • Ensure data flows between congruent systems to deliver full picture of relationship with clients, contacts and referrers, aggregating data sets across the firm to support relationship management goals
  • Implement data integrity plans and audit and refine processes to improve efficiency and quality and determine best practice procedures for the firm.

  1. Data Management
  • Provide effective data management of the CRM system, updating policies based on an in-depth understanding of GDPR and PECR to ensure compliance
  • Ensure that the data the firm holds is accurate, relevant, categorised and useful and provide intelligence to support the firm's marketing communications strategy
  • Effective data management to support the Marketing & Business Development team, providing relevant intelligence as required
  • Actively improve the e-Marketing tool usage and data quality of the system
  • Manage on-boarding and data management of international offices and lateral practice/partner acquisitions

  1. Searching & Reporting
  • Run or create searches dependent on user requirements
  • Provide regular and ad hoc reports for management on the database and mailings
  • Report on data and analytics for the firm's Marketing & Business Development activities

  1. Events & Mailings
  • Support and create best practice for the firm to manage email communications
  • Continual review of lists to improve targeting and readership, reviewing reports and working with the wider firm as required
  • Create new lists or folders as required for regular or one-off mailings and events
  • Assist in executing mailings for the Marketing & Business Development teams

  1. End User Training and Support
  • Provide advice and hands-on technical support to the global firm
  • Proactively develop effective working relationships with partners/fee-earners/PAs across the firm providing professional CRM advice, guidance, and support
  • Work with colleagues to share and build knowledge and skills in a range of areas of expertise through regular training and mentoring
  • Work with the global IT team to develop support for the CRM system in key regions

  1. Other
  • Manage the relationship with the CRM provider (Lexis Nexis)
  • Manage relationship with the firm's e-Marketing provider (Vuture)
  • Continue to develop knowledge of industry practices, products, and commit to learning through professional networks and education
  • Any other ad hoc duties as may be required

Key Skills & Experience Required

  • Degree level or equivalent experience
  • Demonstrable understanding of business development strategies and CRM processes within the professional services industry
  • Proven track record of working with CRM systems with successful user implementation
  • Ability to influence and promote the benefits of CRM in a professional services firm
  • Ability to liaise with the relevant team members and drive behavioural change across the firm
  • Passion for database marketing and driving client relationships
  • Ability to manage key supplier relationships
  • Ability to train database users throughout the firm in the UK and international offices
  • Effective written and verbal communication skills
  • Team player who is focused on exceeding expectations
Conex Europe Ltd is acting as an Employment Agency in relation to this vacancy

Additional Information

Location: London
Industry: IT
Salary: 60000 - 65000 per annum + + Excellent Benefits
Position Type: Permanent
Ref: CRM Law mgr law

Contact Information

Andy Evenden
01708 716880


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Head Office

Hornchurch Business Centre
7 Station Lane
RM12 6JL
Tel: 01708 716 880

Harrogate Office

Suite 34
Evans Business Centre
Hartwith Way
Tel: 01423 534 611

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