Job Description

THE ROLE We are seeking a highly skilled and experienced Manager with expertise in the LexisNexis Interaction CRM system. As the Manager CRM, you will be responsible for overseeing the implementation, maintenance, and optimization of our CRM system to drive customer relationship management initiatives. Your role will involve collaborating with cross-functional teams, managing data integrity, and leveraging CRM analytics to enhance customer engagement and drive business growth. JOB RESPONSIBILITIES The incumbent will primarily be in charge of: CRM Strategy Development: o Develop and execute a robust CRM strategy aligned with the firm's objectives to enhance client relationships and service delivery. o Champion usage of CRM among Partners, Counsels and Executive Assistants. o Liaise with Business Development team and Legal Leadership to understand and respond to their special cases on CRM Data Management and Analysis: o Oversee data collection, management, and analysis to ensure accurate client records and segmentation. o Utilize data insights to inform marketing campaigns, focused new client acquisition, improve client services, and identify opportunities for growth. o Govern data quality of the CRM, in partnership with Contact Management and Accounting. Client Engagement: o Design and implement targeted client engagement programs to foster long-term relationships and increase client satisfaction. o Manage client feedback initiatives to assess service quality and implement changes based on client insights. Collaboration and Training: o Collaborate with various departments (e.g., marketing, business development, conflict management / risk, revenue management and billing) to integrate CRM tools into daily operations. o Train Legal Leaders, Business Development team and EAs on CRM systems Technology Management: o Stay current on CRM technology trends and recommend enhancements to improve system capabilities. o Explore and deploy use cases of adjacent technology such as ONA and Reputation Management. Reporting and Metrics: o Track and report on CRM performance metrics, providing actionable insights to leadership for strategic decision-making.at Practice, Client, Initiative and Opportunity Level o Deploy FP&A* skills to drive Budgeting and Tracking on Sales. o Track and model origination credits aggregated to Partner, Practices, Sectors and Officers. o Recommend ways to increase return on investment on Business Development spends. CANDIDATE PROFILE Education & Experience Bachelors/Masters degree in Business Administration, Marketing, Engineering, Law or a related field. Relevant certifications are a plus. 8-15 years post-qualification experience in managing CRM system such as Sales Force or LexisNexis. Experience in global law firm, professional services firms and partnership firms is an advantage. Competencies (Skills & Attributes) Detail-oriented mindset with a focus on data integrity and accuracy. Ability to adapt to evolving technologies and learn new CRM systems quickly. Prior experience in training and supporting CRM users is preferred. Strong communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders. Excellent leadership, communication, and interpersonal skills, with a proven ability to collaborate effectively across departments. Experience in developing training programs and fostering a culture of data sharing in business development. Strategic thinker with strong project management skills and the ability to prioritize tasks effectively. Skills : - CRM LexisNexis SalesForce CRM Consulting Data Management Data Analysis