Senior CRM Executive / CRM Executive

About Withers

A law firm focused on people and collaboration. For the past 125 years, Withers has supported some of the world's most remarkable people and organisations at defining moments in their lives. We are the only international law firm focused on successful individuals and private capital, working closely with founders, investors and family offices. We also advise governments, charities, global brands and start-ups of all shapes and sizes. Many of our clients are shaping the future and creating solutions to tackle many of the world's problems.  It makes for a fascinating and challenging practice. Our role is to get to know each individual client, find out where they want to be, and help them to get there – whether they are building a business, looking after their family, involved in a complex dispute or protecting their finances for the future. To meet their unique needs we are exceptionally collaborative, working together across teams and time zones. We are agile, focusing on strategy rather than rigid ideas and traditional hierarchy. It is a truly flexible working culture that puts people first. Join us to be part of a team that is always looking to the future. Where initiative, big ideas and bold moves are always encouraged. Where you can truly be yourself.

The role

This role is responsible for maintaining and configuring the CRM system, improving the quality, depth and accessibility of data held within the system across Withers global offices. A technical understanding of the CRM systems set up, functionality and data quality best practice is required, with the ability to scope and implement improvements to ensure the system underpins the firm's strategy.

Areas of focus and responsibilities

Data management

• Supporting the CRM Manager to further embed the system into the wider marketing, departmental groups, geographic regions and management teams activities.
• Manage the CRM/Data change management inbox and user requests. Ensure changes are verified and controls are put in place to ensure consistency and accuracy of data. Manage the allocation of data tasks to the Data Stewards.
• Proactively contributing ideas to help streamline CRM practices and data quality efforts.
• Coordinating with our in-house developers on complex integrations and data feeds from other systems in and out of InterAction. Assist where necessary on the mapping of data flows.
• Managing the new lateral hire, team and office onboarding processes, including large data cleansing, migrations and Outlook synchronisations. Liaising with IT Service desk or the IT Applications team to resolve any issues.  
• Contributing to and developing the data management/ data retention strategy in compliance with data privacy regulations.
• Revamping IQ configuration and processes, to ensure that data is handled efficiently and made readily available to end users.
• Working with external suppliers to ensure the use of add-on products are being maximised.

Training

• Be a system champion and active promoter, training and coaching members of the firm to use InterAction effectively and strategically.
• Assisting with the running, planning and preparation of InterAction presentations, workshops and training sessions, working with the CRM Manager and the firm's training teams to identify training requirements.
• Deliver InterAction new starter training for new Marketing team members globally.
• Develop the skills of the Data Stewards to improve their system knowledge.
• Create and maintain training materials, guides/ tipsheets and support the development of a regular InterAction newsletter/ e-bulletin incorporating tips and other news - to raise the profile of InterAction across the business.  

Reporting, IT and project support

• Providing project support on wider firm projects, especially where there is an opportunity to resolve issues relating to InterAction.
• Providing support for major upgrades to InterAction and integrated systems.
• Contributing to driving forward InterAction projects to roll out minor upgrades, enhanced modules or features.
• Supporting the development and delivery of effective and useful reporting required by the business.  
• Act as a key point of contact for technical issues with our IT Applications team and external suppliers.

Skills and experience

• Previous experience of using InterAction is essential, ideally gained within a professional services environment
• Exceptional attention to detail and tenacious attitude towards ensuring data accuracy
• Excellent desktop application skills – MS Excel and Word
• Knowledge of Data Protection regulations
• Excellent organisation skills, with a proven ability to take initiative and responsibility for completion of work or projects
• Enthusiastic and optimistic attitude
• Strong written and verbal communication skills
• Flexible and adaptable, comfortable with change

Desirable

• Knowledge of integrated e-marketing products would be an advantage, preferably OneAdvanced (previously Tikit)
• Experience of InterAction add on module IQ is beneficial
• Previous supervisory experience would be valuable

The Essentials

• 9.30am to 5.30pm but flexibility will be needed during busy periods
• 12-week probation period 
• 4-week notice period
• Benefit package including pension, denplan, season ticket loan, subsidised gym memberships, lifestyle discount scheme, the ability to buy and sell holidays, computer and mobile phone scheme, doctors consultation service, cycle to work scheme, on site café plus more

Withers endeavours to recruit and fill vacancies directly. However, when we do need to engage with agencies, Withers operates a preferred supplier list and will not be accepting unsolicited applications from non-PSL agencies for this role.

Equal Opportunities Employment Statement

It is the policy of Withers to provide equal opportunities for all employees in relation to recruitment, training and promotion.  Decisions in these areas will be made only by reference to the requirements of the job and shall not be influenced by any consideration of ethnic origin, religion, sex, age, sexual orientation or disability.