CRM Systems Manager

This role will have overall responsibility for operational management of the CRM team and related processes. In addition to this, the successful candidate will provide hands on delivery of Vuture related tasks to support the eMarketing processes of the firm. The role is to cover maternity leave and is offered on a fixed term contract basis.,

• Ensure the firm's CRM and eMarketing systems are used across the firm to manage all mailing and event activity for clients
• Act as the liaison point between the BD/Marketing teams and the lawyers, to manage all mailing and event requests
• Provide advice and guidance on how to manage new requests from the business and ensure that the annual list of mailing and event activity is proactively delivered to a high standard
• Use Vuture to manage all client related mailing and event tasks
• Cover line management of CRM Executive who is responsible for managing aspects of the mailing and event activity
• Lead the management of relevant data quality tasks within InterAction and ensure the IA DCM inbox is proactively processed
• Provide training and support on the use of IA across the firm
• Work with the Learning & Development team to enhance all IA training materials whilst developing the CRM systems intranet page
• Lead the maintenance of CRM data in InterAction, ensuring DCM tickets are proactively managed and running processes that support and maintain data quality
• Ensure the use of InterAction and Vuture adheres to our internal data governance policies and demonstrates compliance with GDPR and PECR
• Lead the Vuture relationship with the firm, keeping up to date with product enhancements; logging issues and attending regular meetings with the Senior Customer Success Manager
• Proactively collaborate with the BCM teams and lawyers advising on data strategy that aligns with their BD activity and Business Plans
• Provide support on the CRM roadmap for the firm as and when appropriate
• Develop and deliver operational and strategic client data reports for the business
• Provide support for the firm's CMI project as and when required
• Build relationships with relevant teams outside of BCM to ensure the CRM team is represented in strategic or operational projects.
• Manage any requested system 'down time' from the IT teams to ensure that BAU tasks can continue during office hours for both the UK and Asia
• Collaborate with members of IT to manage system enhancements and relevant technical projects
  
  Significant experience of using and developing InterAction and Vuture within the legal sector
• At least 2 years team management/supervisor experience
• Excellent communication style with the ability to build relationships at all levels across the firm
• The ability to position yourself as the InterAction and Vuture expert who provides advice and guidance on how to align these to the data and process needs of the BD/Marketing teams and lawyers
• Excellent knowledge of GDPR and PECR, with the ability to apply this knowledge to data and eMarketing challenges across the firm.
• Excellent problem solving and business analysis skills
• Extensive attention to detail and ability to proactively prevent issues
• Exceptional written and oral communication skills
• Ability to create power bi reports is an advantage
Diversity, equity, inclusion and belonging We are problem solvers. Whether in front of clients or behind the scenes. To solve problems creatively for clients, we need diverse collaborative thinking; drawing on different experiences, backgrounds and perspectives. That means that everyone who either applies to, or works for, the firm is treated equitably. Webelieve in removing barriers to equal access not least because our people define us and define what we do. If you need support and adjustments to do your best work, whether that's during the recruitment process or throughout your time at RPC, we're here to help. Flexible working that supports your commitments outside of work is an important part of our culture and, where possible, we will support this across all roles. Please get in touch with our recruitment team if you have any questions about our hybrid working approach or flexible working policy.