CRM & Client Data Manager

Fladgate LLP; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Fladgate LLP is seeking a CRM & Data Manager to drive the firmwide CRM strategy and manage the Interaction+ Hybrid CRM platform and Vuture email marketing tool.

You will implement data governance, onboarding and preference management, data quality controls, and training for the BD & Marketing team while collaborating with IT and Finance on integrations and reporting.

Qualifications

• 4+ years CRM experience, preferably in a law firm or professional services.
• Extensive experience with Interaction+ Hybrid CRM platform.
• Experience with IQ, Vuture and Cirrom would be advantageous.
• Experience embedding a new CRM approach or system within a team.

Responsibilities

• Lead the launch of a new firmwide CRM approach, advising on implementation and strategy.
• Keep CRM data up to date to support BD & Marketing plans.
• Create and enforce data policies: data quality, unsubscribe handling, data deletion.
• Manage external suppliers and vendors as primary relationship lead.

Skills

CRM systems

Data governance

Vendor management

GDPR compliance

Training & mentoring

Tools

Interaction+ Hybrid

IQ

Vuture

Cirrom

Job description

This is a great opportunity to join our high performing and welcoming BD & Marketing team. Our team of 17 is headed up by our Chief Marketing Officer. The BD team of 11 is led by our Head of BD, and we also have a central Marketing & Communications team of three, as well as a Client Service Director and a Team Assistant. As an entrepreneurial mid-market firm, we have a level of freedom around how we invest in and develop our team, which isn’t the case everywhere. The firm has invested significantly in growing the BD & Marketing team and the CRM & Client Data Manager is a key position closely aligned to the departments strategy.

As CRM & Client Data Manager, your role would be to drive forward the implementation of that element of our strategic vision and to manage the firm’s CRM system (Interaction+ Hybrid) and email marketing platform (Vuture). We are investing significantly in our CRM systems, including by way of a software upgrade and by bringing in some additional platforms. We are looking for someone who can drive us forward on that journey, bringing our BD & Marketing team – and our lawyers – with you.

Key Responsibilities

• Take a lead role in the launch of a new approach to CRM across the firm, advising on the best method of implementation and on elements of the CRM strategy (which remain undecided).
• Ensure that our CRM-related data is, and continues to be, up to date and able to support our BD & Marketing plans.
• Introduce and implement a full suite of policies and procedures around CRM including in relation to adding new data (e.g. from a joining partner), ensuring data quality (e.g. creation of minimum datastandards, managing bounce-backs, unsubscribe requests, etc.) and the deletion of data.
• Act as relationship lead for relevant external suppliers and vendors.
• Act as the first port of call for CRM-related queries from the business.
• Introduce a GDPR-compliant onboarding and preference management process for contacts within the CRM system.
• Train new joiners (within the BD & Marketing team and beyond) on our CRM approach and how to use our systems.
• Train fee earners where needed on our approach to CRM and the use of our systems.
• Work with the BD & Marketing team on reporting and analytics (including in the context of our key client programme, marketing campaigns,mailings, events and client or intermediary targeting initiatives),delivering insights to increase engagement with our CRM approach and BD activities generally.
• Stay on top of developments in the CRM and email marketing world,recommending where we should invest in different or additional tools or processes.
• Champion the use of the new system and approach to drive behavioural change across relevant users.
• Act as subject matter expert within the BD & Marketing team on all elements of CRM, educating and guiding them and others on best practice.
• Work with other parts of business services as required – particularly IT and Finance – including around potential integrations with existing or future tools.
• Ensure our processes comply with GDPR and other relevant regulations,working with our data committee.
• Feed into and deliver firm wide projects as required.

Person Specification

• 4+ years or more experience of working in CRM-related roles, including in a law firm environment.
• Extensive experience of using Interaction+ Hybrid.
• Experience of working with IQ, Vuture and Cirrom would be an advantage.
• Experience of embedding a new CRM approach or system (even as part of a team) would be an advantage.
• Excellent organisational skills.
• Strong attention to detail.
• Experience in project management.
• Able to work autonomously and to a deadline.
• Confidence in upskilling the BD & Marketing team, and others within the firm, including those in more senior positions.
• Commercially aware, sensitive to the concerns and needs of internal stakeholders and external clients and intermediaries.
• Energetic and creative, with a positive attitude.