CRM Systems Manager

Bristol (City Centre)
From £42,500 to £42,500 per annum
30 Sep 2016
19 Oct 2016
Contract Type
Role Profile – CRM System Manager Integreon is a trusted provider of integrated legal, research and business support solutions to discerning professionals, including law firms and corporate law departments, leading corporations, financial services organisations and professional services firms. Our 2,000 associates work globally to support our demanding clients, in areas such as market and competitive intelligence, discovery, legal process outsourcing (LPO), operating model transformation and back office redesign. We also excel in business support services such as IT, document processing, human resources and finance. We have an exiting opportunity for a CRM Systems Manager to join a forward thinking law firm. Purpose and Context To help the firm with the implementation, rollout and maintenance of its new CRM system – MS Dynamics. Suitability : The role will suit someone with a CRM background, who has been involved with the implementation of a new CRM system in a legal/professional services environment. A working knowledge of MS Dynamics would be an advantage (but is not essential). Key internal relationships: Head of Marketing Operations, Managing Director Business Development, BD team, Partners and Fee-earners, Secretaries and IT. Based : 92 Redcliff Street, Bristol Hours : Full time 9.30am – 5.30pm. Need to Do The CRM System Manager will be responsible for supporting the management of MS Dynamics, ensuring its successful adoption and best practice across the firm The role will be a key interface with the business and key responsibilities will include: · Assisting with the development and management of the CRM system to support the firm’s business strategy · Assisting with the development and documenting of ‘best practice’ processes and workflows · Assisting in the data audit, cleansing and migration of legacy and outlook data into the new CRM system · responsibility for the data acquisition and stewarding process including the resolution of ‘queries raised by the CRM system · Managing the data steward on a daily basis (offsite role) · Executing the data cleansing/maintenance strategy · Overseeing the quality of data for the firm’s key accounts · Overseeing the maintenance of the firm’s key mailing lists · Production of key reports from the CRM system for management/ sector/ practice group leaders and Client Relationship Partners (CRPs) · Contributing to and coordinating training sessions and training materials to help disseminate CRM knowledge throughout CMS · Supporting secretaries with event management and related marketing activities · ongoing communication with the business to ensure they maintain a keen awareness of the CRM system and its benefits · Working with senior management to ensure user adoption of the CRM system and best practice · Identifying opportunities for the CRM system and its data to be used to add real value to the business · Production of statistical analysis from the email marketing tool to help support the effectiveness of future campaigns. Qualifications & Experience · Graduate or equivalent · Previous legal/professional services experience desirable Skills & Knowledge · Proven and applicable CRM experience (experience with MS Dynamics is highly desirable) · Educated to degree or equivalent level (specialism CRM/Marketing) · Experience in email marketing best practice, methods, and current/upcoming relevant technologies · Experience in working with data analysis and segmentation · Experience of working in a law firm or professional services environment · Project management skills – ability to manage and deliver several campaigns at the same time · Numerate and analytical and able to provide insights · Excellent interpersonal skills · Ability to work within a busy, pressurised environment Need to Be CMCK Competencies Technical Competence · Demonstrates a high level of (legal and) technical knowledge and expertise; together with expanding peripheral knowledge and expertise. · Grasps, retains and analyses complex information and concepts; great attention to detail. · Delivers high quality, risk aware, pragmatic and practical advice in client friendly, jargon free language (oral and written). · Has an excellent understanding of best use of IT and other support functions to enhance advice and services, both within the firm and externally to clients. Self-awareness · Seeks and responds positively to all forms of feedback (client/supervisory/appraisal); learns from experience. · An excellent listener; judges well when to listen and when to transmit. · Responds and adapts well to the behaviour of colleagues and to changing circumstances and events in the workplace. · Seeks development opportunities and takes responsibility for own training and development, recognises areas for improvement and works to address them in a given timeframe. Motivation and values · Strongly self motivated; always adopts a ‘can do’ approach; takes pride in work and the firm. · Works hard, efficiently and effectively and maintains high standards under pressure. · Personal and professional integrity unquestioned; owns up to errors promptly. · Courteous and considerate in all relationships. Leadership · Contributes to the formulation and achievement of the team’s vision and goals. · Has an insight into and respects colleagues’ personalities, approaches and aspirations; encourages colleagues’ ideas and initiatives. · Sets an example by high quality of own work, consistency, enthusiasm and an open and professional attitude throughout the workplace. · Helps to create an affiliative and fun workplace. Management · Plans, organises and prioritises very well; works to given timeframes; responds promptly to administrative tasks. · Contributes effectively to team meetings, taking up and completing action points within given timeframes. · Identifies issues, risks and conflicts at an early stage; keeps supervisor well informed of progress with delegated matters, seeking assistance as necessary. · Reviews and balances own and colleagues’ workloads regularly; delegates and supervises fairly and effectively. · Contributes to regular appraisals and feedback in a consistent and fair manner. Coaching and Mentoring · Invariably supportive of colleagues when they are under pressure; generous with time and advice. · Offers to and adopts a coaching or mentoring role with juniors. Firm Focus · Wide knowledge of the firm’s services, markets and activities; enthusiastic about realising the firms’ strategic goals for new business and high levels of client and supervisory satisfaction. · Contributes regularly to industry sector group/ key accounts/firm wide business development initiatives and projects. · Contributes to firm wide and community activities and functions (social, pro bono, sporting, charitable). Communication / Sharing Opportunities · Willingly shares learning, knowledge and know-how with the team/ Group/ rest of the firm, providing internal seminars open to other relevant teams around the firm. · Demonstrates excellent use of Spark, email groups and liaison with PSLs and other support This job was originally posted as