Senior CRM Systems Executive

Shoosmiths; City of Edinburgh; On-site; GBP 60,000 - 80,000; Full time

Job summary

Shoosmiths is seeking a Senior CRM Systems Executive to lead the operation, development and adoption of the firm's CRM platform across the Marketing Operations team within BD & Marketing. You will drive reporting, governance and platform priorities, enabling colleagues to maximise value from client data and insights.

You will oversee CRM administration, data quality initiatives and marketing automation support, partnering with stakeholders to deliver efficiency and better client engagement

Qualifications

• Significant experience with a CRM platform in professional services.
• Experience administering and optimising CRM platforms (InterAction or similar).
• Experience leading data quality initiatives and data governance.
• Experience producing reports and dashboards to support decision-making.
• Strong Power BI and Excel skills.
• Experience delivering CRM adoption initiatives.

Responsibilities

• Lead day-to-day CRM platform administration and optimisation.
• Act as the firm's CRM subject matter expert for processes, functionality and reporting.
• Manage complex CRM enquiries, requests and issues.
• Oversee user onboarding, permissions, governance and platform maintenance.
• Support platform enhancements, testing activities and upgrades.
• Identify opportunities to improve CRM processes and user experience.

Skills

CRM

Power BI

Data governance

Stakeholder management

Marketing automation

Relationship intelligence

Tools

InterAction

Vuture

HubSpot

Marketo

Job description

The role

Edinburgh, Birmingham, Leeds, Manchester, Northampton

“This role combines CRM expertise, relationship intelligence, reporting, stakeholder engagement and operational marketing automation responsibilities, helping colleagues across the firm maximise the value of client, relationship and communication data.”

Role purpose

As a Senior CRM Systems Executive, you will play a leading role in the operation, development and adoption of the firm's CRM platform, while supporting the day-to-day operation of the firm's marketing automation platform.

Working as part of the Marketing Operations team within the BD & Marketing department, you will support the Senior CRM & Digital Manager in delivering the firm's CRM objectives, data quality initiatives, reporting roadmap and platform priorities.

You will act as the operational lead for CRM, helping colleagues across the firm make effective use of relationship information, reporting capabilities and business development insight. You will also support the effective operation of the firm's marketing automation platform, helping ensure communications activity is delivered efficiently and in line with agreed processes and standards.

Core Responsibilities

CRM platform leadership & administration

• lead the day-to-day administration and optimisation of the firm's CRM platform
• act as the firm's subject matter expert for CRM processes, functionality and reporting
• manage complex CRM enquiries, requests and issues
• oversee user onboarding, permissions, governance and platform maintenance
• support platform enhancements, testing activities and upgrades
• identify opportunities to improve CRM processes, user experience and operational efficiency
• provide guidance and support to the CRM Systems Assistant

Data quality & relationship intelligence

• lead initiatives that improve CRM data quality and integrity
• establish and promote standards relating to client, contact and relationship information
• identify relationship trends, opportunities and client intelligence that support business development activity
• work with stakeholders across the firm to resolve complex data quality issues
• champion best practice in relationship management and data stewardship
• support governance processes that maximise trust in CRM information

Reporting, analytics & business insight

• lead the development and maintenance of CRM reporting and Power BI dashboards
• analyse CRM and relationship data to identify trends, opportunities and areas for improvement
• generate actionable insight that supports business development, client engagement and operational decision-making
• support stakeholders in interpreting data and translating insight into practical action
• develop reporting frameworks that improve access to information across the firm
• promote effective use of self-service reporting and analytics tools

Marketing automation platform support

• oversee the day-to-day operation and administration of the firm's marketing automation platform
• act as the primary point of contact for marketing automation processes and platform administration
• manage platform configuration, user access, templates and operational processes
• oversee the delivery of email campaigns, newsletters and event communications
• support audience segmentation, communication governance and campaign quality assurance
• monitor platform performance and coordinate issue resolution with suppliers and stakeholders
• support integration points between CRM and marketing automation platforms
• maintain operational processes and best practice guidance relating to campaign delivery and audience management
• support evaluation and implementation of platform enhancements where appropriate

Training, adoption & user engagement

• lead CRM and platform adoption activities across the firm
• deliver user training, onboarding and awareness sessions
• support stakeholders in making effective use of CRM reporting and communication tools
• identify opportunities to improve user engagement and platform adoption
• act as an escalation point for CRM and marketing automation queries

Supporting Responsibilities

Stakeholder collaboration

• build strong working relationships with colleagues across the firm
• work closely with Business Development, Events and Digital teams to support client engagement initiatives
• support cross-functional initiatives that rely on CRM, relationship and communication data

Supplier & platform management

• coordinate support requests with platform providers and technical partners
• support platform enhancements, upgrades and integrations
• monitor platform performance and identify opportunities for improvement

Continuous improvement & innovation

• lead initiatives that improve CRM processes, reporting and operational effectiveness
• keep up to date with developments in CRM, relationship intelligence, analytics and AI-enabled productivity tools
• recommend practical improvements that enhance efficiency, adoption and user experience

Skills & Qualifications

We are looking for an individual with strong CRM, analytical and stakeholder engagement skills, alongside experience of supporting marketing automation activity and a genuine interest in data, insight and business development.

Essential Experience

• significant experience working with a CRM platform within a business development, client relationship management or professional services environment
• experience administering and optimising CRM platforms, ideally InterAction or similar
• experience leading data quality initiatives and improving data governance practices
• experience producing reports, dashboards and analysis that support business decision-making
• strong Power BI and Microsoft Excel skills, including dashboard development and data visualisation
• experience supporting and developing CRM adoption initiatives
• experience delivering training and stakeholder support
• experience supporting marketing automation platforms such as Vuture, HubSpot, Marketo or similar
• experience managing email communications, audience segmentation and communication processes
• strong stakeholder management, communication and influencing skills
• experience working within a fast-paced, client-focused environment

Desirable Experience

• experience within a professional services, legal, financial services or B2B environment
• experience working with relationship intelligence or client insight platforms
• experience supporting CRM and marketing automation integrations
• experience managing third-party suppliers or technology partners
• experience developing reporting frameworks and self-service analytics capabilities
• experience supporting communication governance and audience management processes
• experience delivering platform enhancement or implementation projects
• familiarity with Microsoft Copilot and AI-enabled productivity tools

Personal qualities

• curious about people, relationships and what drives successful client engagement
• analytical and commercially minded, with the ability to identify trends and opportunities
• proactive and solution-focused, regularly bringing forward ideas and recommendations
• confident working with stakeholders at all levels across the firm
• collaborative and relationship-focused, with the ability to influence and support others
• organised and detail-oriented, with a strong commitment to quality and accuracy
• enthusiastic about technology, data, insight and continuous improvement
• motivated by helping colleagues make better-informed decisions through effective use of data and technology

The firm

Shoosmiths is the law firm clients choose for excellent service, incisive thinking and above all for our ability to focus on what matters. From offices across the UK and Brussels, we support some of the world’s most exciting and ambitious businesses; amazing clients making an impact. We empower our people to be their authentic selves and deliver together in supportive teams committed to excellence and innovation. The first top 50 law firm to achieve ‘Platinum Standard’ Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm.

We have an outstanding benefits package to complement our competitive remuneration system. In addition to the competitive salaries, great working environment and high-quality work, we believe that all staff should be rewarded for their commitment to the continued success of the firm through a comprehensive and flexible range of benefits.

To discover more about our benefits, please visit: Benefits Package

Shoosmiths is proud to be a Disability Confident Employer. Disability Confident is a government scheme designed to encourage employers to recruit and retain disabled people and those with long term conditions. The Disability Confident scheme replaced the Two Ticks Positive about Disabled People scheme. We had been accredited as a two tick employer for many years - Disability Confident broadens and develops that original commitment, and demonstrates we have adopted a proactive approach to employing disabled people and developing their abilities.

As part of our accreditation, we commit to interviewing any applicants with a disability who meet the essential criteria for each vacancy. In some circumstances we may only be able to interview those that best meet the essential criteria due to the volume of applications received.

Further information on the Disability Confident scheme is available at https://www.gov.uk/government/collections/disability-confident-campaign

We are committed to ensuring our recruitment process is inclusive and accessible to and usable by everyone. If you have a disability or long-term condition and would like to receive information in a different way, or need us to make any adjustments, changes or do anything differently during the recruitment process, please get in touch with the Talent Acquisition team on [e-mail]. We can consider your needs and requirements, and how we can assist you to apply for our roles. For example we can provide a copy of our application via email so that you can complete it using your own accessibility software.

Equal opportunities

Our approach to our people is underpinned by our approach to diversity, inclusion and well-being. Our ambition is to build a diverse and ambitious workforce that reflects all backgrounds and talents, and a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues.

This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.