CRM Executive - 12 month FTC

Mishcon de Reya

  • London
  • Permanent
  • Full-time
  • 2 months ago
DescriptionThe DepartmentThe CRM Executive will be an integral member of our Products team, collaborating closely with the Technology and BD teams. This role is crucial for maintaining data integrity and supporting both business development initiatives and product management goals.Duties and ResponsibilitiesThe main areas of focus for this role will be to:Data Segmentation, Collection and Quality:
  • Assist with and manage the DCM inbox, ensuring high-standard data updates, proactively research and update incomplete company and client data including contact information, contact types etc.
  • Responsible for active data and system configuration tasks such as running searches for incomplete contact data and updating and amending this data as required, identifying lists, fields and contacts for archiving including general folder management.
  • Monitor data quality through Cirrom and support the firm's data governance strategy.
  • Establish optimal data collection strategies across practice areas.
  • Maintain accurate information and activity reports in the CRM system, ensuring data is captured at key customer journey points.
  • Run searches to segment new contacts and update InterAction lists.
  • Process data change tickets and ensure CRM updates post-mailing.
  • Address data quality issues, including undeliverable emails and de-duplication processes.
  • Provide troubleshooting and operational support for the BD team and other staff.
  • Identify segmentation strategies within InterAction and maintain targeted mailing lists and preferences.
  • Answer user queries and guide them on data entry standards and business requirements.
  • Assisting with regular data verification exercises and cleaning exercises.
  • Import and/or input miscellaneous data into InterAction as needed including new contacts and company profiling, including support for onboarding and offboarding new users.
Performance Tracking and Reporting:
  • Track performance and generate regular and ad hoc reports using Power BI and other tools.
  • Provide statistical analysis and insights to support business development and strategic needs.
  • Support the development and delivery of reports to analyse touch points.
  • Develop and implement strategies to enhance contact engagement and satisfaction.
  • Analyse contact feedback and data to identify trends and areas for improvement.
  • Support the development of track key performance indicators (KPIs) to measure the effectiveness of CRM initiatives.
Project and Inbox Management:
  • Manage the Mishcon and CRM inboxes, ensuring efficient handling of queries and updates.
  • Oversee small projects to completion, maintaining high standards of data updates in the DCM inbox.
Training and User Support:
  • Provide ad-hoc training and support to lawyers, secretaries, and new team members. Including guidance to users on how to update or record data in accordance with data entry standards and business requirements.
  • Conduct training sessions for staff to ensure effective use of the CRM system.
  • Develop user guides and resources to support ongoing learning and development.
System Configuration and Compliance:
  • Ensure data meets relevant data protection laws and follow firm procedures.
  • Support IT testing for upgrades.
  • Provide cover support for user onboarding and offboarding.
  • Stay updated with the latest CRM technologies and trends to recommend improvements.
  • Ensure the CRM system is fully utilised and integrated with other business tools.
  • Ensuring the IQ and outlook synchronisations with the CRM system are all switched on and working effectively.
Skills/Experience
  • Proficiency in CRM systems InterAction to a high standard is essential.
  • Proficiency in HubSpot, and marketing automation platforms is desirable.
  • Strong analytical skills and experience with data analysis tools.
  • Excellent organisational skills and attention to detail.
  • Ability to manage multiple tasks and projects simultaneously.
  • Previous line management experience.
Please note that this job profile is not an exhaustive list of duties but merely an outline of the key components of the role. You may be required by your line manager to take on additional responsibilities when requested.About The Mishcon de Reya GroupThe Group is an independent, international professional services business with law at its heart, employing over 1400 people with over 650 lawyers. It includes the law firm Mishcon de Reya LLP and a collection of leading consultancy businesses that complement the firm's legal services.Mishcon de Reya LLP is based in London, Oxford, Cambridge, Singapore and Hong Kong (through its association with ). The firm services an international community of clients and provides advice in situations where the constraints of geography often do not apply. Its work is cross-border, multi-jurisdictional and complex, spanning six core practice areas: and .The includes consultancy businesses , (in London, Singapore and Dubai), , and (in Hong Kong). The Group also includes , which invests in the most promising early stage legaltech companies as well as the Mishcon Academy, its in-house place of learning and platform for thought leadership.In 2024, the Group announced its first strategic acquisition in the alternative legal services market, flexible legal resourcing business Flex Legal. It also acquired a majority stake in Somos, a global group actions management business.We strive to create a fully diverse and inclusive workplace where all our people are empowered to fulfil their potential. We are proud of our agile working culture and are always happy to talk flexible working.#LI-Hybrid#LI-Hybrid

Mishcon de Reya