CRM Manager

The purpose of this role is to own and lead the deployment and ongoing development of the firm's Client Relationship Management (CRM) system and BD products. It involves working alongside the Head of Data and the Business Development Department to develop and deliver the BD product roadmap and to align the firm's CRM system and processes with the firm's business development and marketing objectives.

The role involves exceptional influencing skills at senior levels in order to embed a strong sales and CRM culture within the business. The systems, data, integrations and processes will be oriented to support the firm's business development and growth initiatives including the pursuit of new and renewal business, cross-selling, campaigns, product group activity and e-marketing. The role will lead the BD data strategy to ensure compliant, high-quality and accurate data feeding into a golden source, using automation where appropriate, to enable the business to understand and analyse data to inform business plans.

• Plan and execute the firm's CRM strategy and help deliver the firm's business development objectives.
• Lead the upgrade, deployment and integration of the firm's CRM system and sales automation platforms Inter Action and Hub Spot. Agree strategies and motivate the adoption of the technology, working with stakeholders to agree deployment plans and resourcing solutions. Deliver inspiring presentations to offices and groups on the value of CRM and how to get the best out of our tools and insights.
• Work with the Tech team to troubleshoot system errors and test new software, functionality, patches and full upgrades.
• Drive the purpose, benefits and use of the firm's CRM system, influencing senior management through regular written and verbal communication including presentations. Work with Academy and BD to educate and promote use of the firm's CRM system as a valuable business development tool to help achieve a change in culture.
• Train lawyers and legal operations colleagues on CRM best practice, focusing on both the principles of CRM and the technology that underpins it. Drive strong adoption across the firm and promote the benefits of sharing and leveraging relationships. Influence the one firm culture and the importance of coordinating and tracking relationships internationally through a CRM system. Report on trends and issues to improve the knowledge and use of the CRM system and reporting tools.
• Work closely with the wider Tech team and/or suppliers to manage CRM and sales automation upgrades and developments, articulating the benefits to the wider business where relevant.
• Support the firm's growth ambition through the seamless onboarding of new offices, teams and lateral hires. Scope and oversee the merging, importing and segmenting of client data for new offices, mergers and lateral hires.
• Lead on the firm's CRM data compliance and governance agenda including GDPR. Ensure teams are educated and compliance is in place to reduce risk. Lead and ensure compliance with the Data Protection Act and other relevant regulations and support data governance best practices.
• Take ownership of the supplier relationships with Lexis Nexis and Hub Spot, ensuring continuous improvements to data practices, templates, processes and reporting are adopted internally. Seek out best practice and drive improvements to ensure the firm is market leading in its use of CRM and sales automation technology.
• Oversee the firm's data processes, client categorisation and BD pipeline management. Drive improvements to client data processes in line with industry best practice. Ensure strong segmentation is in place to support highly targeted marketing communications and reporting.
• Design and advise on policies and procedures to achieve best practice in data management. Ensure robust processes are in place to resource essential data quality tasks such as DCM tickets, secondments, bounce-backs, duplicates, folder dependency rules and leaver/joiner updates.
• Ensure data quality tasks are resourced appropriately to proactively manage client data. Provide fast and efficient helpdesk support to end users. Manage, coach and motivate the team of three Executives to reach their full potential.
• Work collaboratively across departments to develop data flow through the MDM to enhance insights and reporting capability, while ensuring automation of tasks where possible such as developing SSO for maintaining end user accounts and associated onboarding/offboarding tasks, proxy access and security settings.
• Provide concise, data-driven updates on the BD product portfolio including project status, strategic alignment with business objectives, key risks and mitigation actions, financial performance against budget and resource allocation. Ensure updates highlight progress on milestones, address issues requiring escalation and offer clear recommendations for executive decision-making.
• Lead the planning, execution and delivery of complex projects, ensuring alignment with…