CRM [Manager / Senior Executive]

Lewis Silkin works with leading businesses to protect and enhance their most important assets - their ideas, their people, their brand and their future. We call it: Ideas. People. Possibilities.

With offices in London, Oxford, Manchester, Cardiff, Belfast, Dublin and Hong Kong, we are recognised by clients and industry alike as being distinct for our unique culture, market-leading practice areas, sector focused approach and for providing solutions to complex, multijurisdictional business challenges, with a pragmatic and human touch. We have two things at our core: people — both ours and our clients’— and a focus on creative, tech and innovative businesses.

Our culture is encapsulated by an ethos of bravery and kindness, guided by our values of Integrity, Clarity, Unity and Excellence (our ‘I-CUE’). We aim to provide a supportive environment for our people, clients and wider community and embrace diversity & inclusion, ensuring people are able to bring their full selves to work.

The Business Development & Marketing team is comprised of two teams – Business Development (Sectors and Practices) and Marketing Communications.

The Marketing Communications team delivers a range of core firm wide services including digital marketing and brand management, design, marketing tech, events management, marketing data/reporting, internal and external communications.

The Business Development teams provide a broad range of strategic and day to day marketing and business development support as well as managing a range of cross-practice and firm-wide initiatives.

The role

The CRM [Manager / Senior Executive] will sit within the Marketing Communications team and work collaboratively with the Co-CMOs as well as other key stakeholders and colleagues across the firm to supervise the implementation, maintenance and best practice use of the firm’s new CRM system (Peppermint/Microsoft Dynamics). This will extend to responsibility for managing associated CRM systems such as our ERM solution (Client Sense) and optimising the use of LinkedIn Sales Navigator licences to maintain data quality in the CRM.

This will be a hands-on role and the person will hold responsibility for monitoring and ensuring data quality as well as analysing and resolving CRM program issues in a timely and accurate fashion.

The CRM [Manager / Senior Executive] will also apply proven communication and problem-solving skills to guide and assist the user group on issues related to the design, development, and deployment of CRM software critical to business operations.

Operational Management

• Work with the wider BD team to ensure data integrity and operational processes supported by the CRM including pipeline management and tracking campaigns
• Working with the digital team, implement and maintain marketing analytics dashboards and on-going activity reporting
• Act as data ‘guardian’ for the CRM system ensuring data integrity is maintained at all times
• Devise, coordinate, and conduct data-cleansing initiatives to purge and eliminate corrupt or redundant information from CRM database
• Formulate and conduct training sessions and teaching materials for propagating CRM knowledge throughout the organisation
• Establish service-level agreements with CRM users, and provide on-call technical support for these users
• Benchmark CRM initiatives against best practices to ensure optimal performance.
• Investigate and fix fields that have become outdated due to new business/value rules, new processes, or redesigned data warehouses
• Support the IT team on technical issues such as software improvements, patches, upgrades, and/or purchases

Strategy and Planning

• Ensure that CRM applications meet corporate objectives, fulfil end-user requirements, and identify and resolve business requirements issues
• Help lead BD focus of the CRM system
• Gather, analyse, and define end-user requirements for CRM data access and usability in accordance with business objectives
• Assist in the creation of long-term strategic goals for achieving and maintaining high data quality in conjunction with CRM users, department managers, clients, and other key stakeholders
• Develop, implement, and maintain policies, procedures, and associated plans for CRM software administration and appropriate use

Deployment

• Collaborate with analysts, developers, and system owners in the testing of new CRM programs and applications
• Work with IT to ensure that any new software integration with company systems meets functional requirements, system compliance, and interface specifications
• Conduct research on new and emerging CRM technologies or technologies that can be leveraged through existing CRM investments

Experience and skills required

• Expectation that the successful candidate will have at 2+ years’ CRM system experience, preferably in a professional services environment (required), or law firm (desired)
• Experience with Microsoft Dynamics would be preferrable
• Proven experience in overseeing the direction, development, and implementation of CRM software solutions
• Direct, hands-on experience with automated software management tools
• Strong knowledge of CRM software quality assurance best practices and methodologies
• Strong knowledge of data management, including data capture, warehousing, segmentation, mining, storing, cleansing, and security
• Able to influence and persuade through demonstration of experience and knowledge
• Ability to work to deadlines, juggle multiple projects and deliver under pressure
• Self-starter who can show initiative and get on with tasks without the need for significant supervision and direction
• High attention to detail and strong client focus
• Able to communicate with a broad population of contacts - both written and oral
• Professional, proactive, creative, good humoured and enthusiastic approach to all work and interactions
• Strong team player

At Lewis Silkin our ethos is simple. We strive to do the best for our clients, our people and the communities in which we operate. We recognise that an inclusive workplace allows for all kinds of ideas and thoughts, a variety of points of view that can trigger discussions or deliver innovative results, and a wide range of versatile skills and expertise. We are proud of the diversity within Lewis Silkin and of our culture that allows people to be themselves at work, ensuring we provide the best possible service to our clients. We are committed to finding the right person for this role and are open to discussing flexible working patterns and office location.