POSITION: CRM Manager
COMPANY: Fenwick & West LLP
LOCATION: California, Washington, New York
Fenwick is seeking for a CRM Manager who is responsible for the development, execution, and continuous refinement of the firm’s CRM system – inclusive of technology, processes, people and data. In particular, the CRM Manager will focus on the quality of client and prospect data and the effective use of the system by attorneys and Marketing/BD members. The position requires extensive cross-functional collaboration, good communication skills, excellent project managerial skills and process aptitude that will enable effective execution of multiple responsibilities and deliverables. This position can be based in any of our offices.
Functional Management. Lead all operational aspects of the CRM system. Focuses on growing the quantity and quality of client and prospect data available in the system. Ensures that all data is flowing properly and addresses issue affecting campaigns. Applies best practices to leverage CRM data in support of the firm’s marketing programs. Maintains a library of process documentation designed to support the system’s users. Shares new and emerging CRM best practices across the firm in order to provide a competitive edge.
Data Governance. Accountable for the quality of data in the CRM system. Designs and operates a data governance process that, among other outcomes, identifies and resolves duplicates, and ensures the accuracy and completeness of new contacts added to the system. Leverage the firm’s existing technology, specialist data quality vendors, and internal/external data stewards.
Collaboration. Works closely with various departments, inclusive of firm leadership, partners and key marketing/BD stakeholders, to develop and launch suitable marketing initiatives. Works closely with the IT department in an effort to better understand all CRM feeds and data flowing in and out of CRM tools. Acts as a key point of contact for CRM vendor relationships and actively leverages vendors’ expertise to improve the system and its usage.
Analytics. Responsible for firmwide CRM analytics and reporting. Develops segmentation strategies basic on contact demographics, firmographics, and billing history. Performs Client Journey Mapping and analyzes touchpoints to increase the firm’s commercial opportunities.
Skills & Qualifications
Ability to independently handle all aspects of the CRM function.
Understanding of system administrator for an enterprise CRM system (Salesforce preferred).
Advanced understanding of the theoretical underpinnings of CRM; able to act as a knowledge resource and advocate for the value of CRM.
Demonstrated ability to add new CRM processes phase out old processes that are no longer valuable/productive.
Intermediate understanding of other administrative functions that relate to Marketing/BD, and basic understanding of all administrative functions at the firm.
Solid grasp of evolving marketing and business technology landscape to support functional goals and longer-term project planning and execution.
Ability to effectively deploy technology to aid process improvement and innovation.
Intermediate to advanced written, verbal and presentation/public speaking skills. Strong negotiation skills.
Demonstrated ability to provide direction and guidance in marketing projects and functions – at the department, individual partner and practice group levels.
Able to quickly develop an advanced understanding of the firm’s business model and competitive landscape.
Able to work with partners and PGLs to apply CRM knowledge to marketing planning and execution.
Ability to communicate high-level project goals and inspire participation at all levels by connecting individual contributions to achieving the goal(s).
Develop complex, multi-project plans based on understanding of firm goals, priorities and resource constraints.
Strong project management skills and able to prioritize deadlines as needed.
Interest and skill in data analyses and insights that identify weaknesses and strengths, and deliver actionable information that significantly supports key business decisions.
Ability to develop reporting, including delivery methods and channels, that exposes actionable information and motivates behavior.
Understands cross-administrative issues related to CRM, to be able to identify areas of opportunity and propose process improvement that require coordination among multiple firm functions.
Excellent team leadership including creating a vision for work, identifying professional development goals, manage individual performance, creating plans and providing necessary coaching and guidance.
Demonstrates resilience and the ability to quickly adapt to change.
Reporting to the Director of Business Development, the qualified candidate will have a minimum 5 years' experience in CRM administration role within a matrixed professional services environment. Law, engineering, accounting, and investment banking experience are all applicable for the role. The candidate will also have experience in set-up and development of corporate-level CRM programs and campaigns. Bachelor's degree required, preferably in Marketing, Information Technology, Public Relations, Business Administration or any other related field.
To be fully considered for this position, please apply directly online: http://www.fenwick.com/pages/Careers-Professional-Staff.aspxApply Here