CRM Manager - 6 month contract - £500-600 per day (outside ir35), London (Hybrid)
Our customer a leading Law Firm are looking for a CRM Manager to join their product team on an initial 6 month contract.
Purpose of the role
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 Director of Products and the Business Development Department to development and deliver the BD product roadmap and to align the firm’s CRM system and processes to 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/renewal business, cross-selling, campaigns, product groups 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.
Principal duties
* 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 platform's InterAction and HubSpot. Agree strategies and motive the adoption of the technology working with stakeholders to agree deployment plans and resourcing solutions. Delivering inspiring presentations to offices and groups on the value of CRM and how to get the best out of our tools and insights.
* Working with the Tech team to trouble system shoot error, testing new software, new functionality, patch 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. Working 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, both the principles of CRM as well as the technology that underpins it. Drive strong adoption levels across the firm and constantly sell the benefits of sharing and leveraging relationships. Influence the 'one firm' culture and 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 wider Tech and/or suppliers to manage CRM and sales automation system upgrades and developments articulating the benefits to the wider business where relevant.
* Support the firm’s growth ambition through the seamless on-boarding 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 on, and ensure, compliance with the Data Protection Act and other relevant regulations and support data governance best practices.
* Take ownership of the supplier relationship with Lexis Nexis and HubSpot ensuring continuous improvements to data practices, templates, process 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 the firm’s client data process in line with industry best practice. Ensure the strong segmentation is in place to drive 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 leavers/joiners etc.
* Ensure data quality tasks are resourced appropriately, to proactively manage client data. Providing fast and efficient help desk support to end users Manage, coach and motivate the team of 3 Executives, to reach their full potential.
* Working in collaboration cross-departmentally to develop data flow through the MDM to enhance insights and reporting capability while also ensuring we automate 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 that updates highlight progress on milestones, address any issues requiring escalation, and offer clear recommendations for executive decision-making.
* Lead the planning, execution, and delivery of complex projects, ensuring alignment with strategic objectives, effective resource allocation, and robust risk management. Oversee project milestones, stakeholder engagement, and cross-functional collaboration to deliver outcomes on time and within budget, while proactively identifying and resolving issues to drive continuous improvement.
Skills and Experience
The ideal candidate will possess at least five years’ experience in a comparable leadership role, demonstrate a strong commitment to data quality, and maintain a keen interest in emerging technologies. In addition, candidates should:
* Exhibit advanced written communication, data management, and Excel proficiency.
* Display exceptional organisational and time management capabilities, consistently meeting deadlines and maintaining composure under pressure.
* Think strategically and creatively, with a proven ability to identify, develop, and secure support for new opportunities.
* Act proactively and independently, taking ownership of projects and driving tasks to completion.
* Demonstrate adaptability and a solutions-oriented mindset, providing versatile support across diverse business units as needed.
* Collaborate effectively as part of a team, bringing analytical rigor, tenacity, and self-motivation to all initiatives.
* Maintain meticulous attention to detail while efficiently managing multiple priorities.
* Communicate with confidence and professionalism, engaging stakeholders at all levels of the organisation.