Vacancy details

Specialist

Mid

Support

Permanent

Full time

Birmingham, Manchester, Nottingham

HM24042023

CRM Senior Executive

Client & Marketing

Helen McPake

Reporting to: Client Relationship Lead

At Browne Jacobson, we’ve always worked across business and society, and this expertise sets us apart. Social and environmental impact are at the top of our business agenda. We champion fairness, make the complex simple and forge connections between clients to find creative solutions. This is how we improve outcomes for every person, community and business we serve.

With offices in Birmingham, Dublin, Exeter, London, Manchester and Nottingham, we’re a UK & I based law firm with an international reach. Our sectors include: health; real estate and construction; education; energy and infrastructure; financial services; government; insurance; manufacturing and industrials; and retail, consumer and logistics.

We nurture talent at all levels and from every background and celebrate what makes people individuals. Law needs all voices to reflect the society it serves and we’re working towards social mobility, diversity and inclusion in our firm - and our profession. We strive to create meaningful personal and professional development opportunities and offer flexible working in support of a good work-life balance. We focus on wellbeing and individuality, so that all our people can thrive.

What is the working practice for this role?

The firm operates a set of core principles that guides our working practice. It’s called ‘One Firm, Wherever You Are’.

You might have enjoyed working from home and would like to split your time between there and the office/ other work locations. Others may be eager to return to the office on a more regular basis. We believe that a regular level of in-person contact is an important way to build connections with your colleagues, enhancing knowledge and idea sharing and enabling all of us to benefit from the vibrant office culture Browne Jacobson has to offer.

Our expectation is that, on average, you’ll work from home for no more than three days per week, with the remainder of your time either spent with your colleagues in the office or working from other locations as work demands dictate, e.g. courts, client offices, conferences etc. This is an average expectation over time and we know that there will be variations from week to week. Equally, there will be individual circumstances in which a different pattern of work is needed, for example as an agreed reasonable adjustment for colleagues with a disability or long-term medical condition.

We believe this approach:

• fits with our values and personality;
• will enhance our performance through greater flexibility;
• advances our ambitions as an inclusive employer – helping you better balance work and family/life commitments;
• offers opportunities to reduce our carbon footprint (travel, office services etc.), a key ambition underpinning our corporate sustainability plan

Why is this role important and how does it fit into the team, department and wider firm?

As a firm we use InterAction as our CRM system. Our CRM system is in place to store our client relationship data and acts as our depository for client relationship activity. It functions as a ‘go-to’ for the team, so that we are all aware of who knows who and any ongoing activity with client contacts. The CRM system also allows us to generate actionable reporting around this. It is our platform for client mailings lists, to ensure the right marketing reaches the right audience.

This role is focused on managing the CRM system and the firm’s engagement with it. It is at the heart of the firm’s strategy, in particular our value of being a connector, and is crucial part of our client and marketing strategy.

What does the role actually involve?

• Supporting the firm’s CRM data strategy, ensuring that the firm is collecting and using its data correctly to support client & marketing requirements/objectives
• Using expertise to ensure that CRM can continue to support business growth and to look for opportunities to use CRM to aid business processes and to improve the client experience
• Working with key stakeholders to ensure that CRM is developed to support the ongoing requirements of the business. Developing an internal presence and proactively engaging with the lawyers and legal support teams at all levels to increase engagement and visibility of InterAction
• Monthly, quarterly and annual reporting focussing on the benefits to our lawyers of using the CRM system and not just statistics. Providing advice and best practice examples
• Responsible for keeping InterAction up-to-date by creating and cleansing data from a variety of sources and assuring data quality and integrity
• Defining and communicating best practice workflows, processes and procedures for users
• Assisting with all data driven elements of marketing campaigns including the provision of mailing lists (or providing advice on building mailing lists)
• Leading on third party supplier relationships associated with CRM, e.g. Lexis Nexis, , including budget considerations, forecasting and reporting
• Day to day management and supervision of a CRM Assistant, their workflow and workplace wellbeing ensuring regular in person time in the office together
• Ensuring compliance with Data Protection regulations, seeking advice from our data protection lawyers and head of risk & compliance as necessary
• Working with IT to ensure that the CRM system is upgraded where required, all bespoke integration work, user groups etc. are considered and consulted appropriately, all CRM software and server software is functioning correctly, any request for changes to CRM are developed, tested and evaluated correctly and signed off before being rolled out to the live environment and users
• Acting as a point of contact within the Client & Marketing team and across the firm to help provide support, guidance and best practice advice
• Some travel required between offices

What technical skills and experience are required for someone to be successful and enjoy the role?

• Demonstrable experience of running a CRM database, ideally in a professional services setting
• Preferably, in-depth knowledge and experience of working with InterAction and with Vuture
• Experience of implementing a new CRM system and engagement projects around this
• Experience and knowledge of GDPR and data protection requirements around CRM
• Project management experience
• Experience working with third party suppliers and budgets
• Background working with IT departments
• Organisation and planning skills
• Reporting, data segmentation and targeting experience
• IT literate, preferably proficient in Microsoft Office (Word/Excel/PowerPoint/Outlook)
• Experience of line management/ supervision of an Assistant beneficial

Who would be a good fit for this role?

As part of the Client & Marketing team, you would be expected to have the following skills and experience:

• A passion for CRM data driven marketing and a commercial mind-set/outlook
• Analytical and outcomes driven in approach
• A willingness to act as a change management/culture/communications champion
• Ability to work quickly and pro-actively, setting targets
• Innovative and flexible in approach with an aptitude to problem solving where required
• A team player who wants to interact and work with colleagues across different teams, at different levels
• Communication skills, written and verbal, that can articulate the technical into what ‘the ask’ is