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.
The team
The CRM systems team sits within the Brand, Clients & Markets
department with overall responsibility for the firm's CRM tool -
InterAction and eMarketing software - Vuture. The team manages all
external mailing and event activity for the business, with additional
responsibility for supporting the CRM systems and data roadmap of the firm.
This roadmap focuses on developing a data strategy aligned to the
needs of the business, data intelligence and significant process
improvement. Through the implementation of the roadmap, substantial
progress has been made embedding and improving the use of our CRM and
eMarketing systems across the firm, whilst maintaining an excellent
mailing and event service. This work also means better data to support
client and prospect reporting.
We have a strong mentoring culture within the team and whilst we
expect the person in this role to act autonomously, there will be many
opportunities for 'on the job' personal development. Additional formal
training is provided to improve the technical skills of the team and
enable everyone to support the evolving demands of the business.
Reporting to:
Senior CRM Systems & Intelligence Manager
Duties and Responsibilities:
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
Knowledge, Skills and Experience:
The ideal candidate would possess the following skills and experience:
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.
