CRM Systems Manager

We have an exciting opportunity for a CRM Systems Manager to join our ambitious Marketing team in our Bristol or Exeter office.

• Take ownership of the Firm's CRM Platform (Intapp Deal Cloud), ensuring it is configured, governed and continuously improved to support marketing and business development priorities.
• Lead delivery of the One Place to Deal Cloud migration and manage the ongoing engagement, including change communications, training and documentation.
• Champion adoption and best practice across the Firm through proactive support and training, driving consistent ways of working and high-quality CRM use.
• Strengthen data governance and GDPR-compliant processes so CRM data remains accurate, trusted and usable for insight and reporting.
• Work closely with key stakeholders to support integrations and translate user/BD requirements into improvements that enable reporting and identification of business development opportunities.

• Working closely with the IT team, deliver the final stages or migration of One Place to Intapp Deal Cloud
• Administering, configuring and optimising Intapp Deal Cloud to meet the Firm's evolving CRM, marketing and business development needs
• Owning and enhancing CRM workflows to improve data quality, user experience and efficiency
• Maintaining end user accounts, proxy access and security settings
• Maintaining the CRM enhancement pipeline and release cycles (testing, change communication and training for new features)
• Maintaining documentation including process notes, configuration decisions, data standards and user guidance

• Providing ongoing data and CRM systems support to colleagues
• Advising on best practice and adoption of Intapp Deal Cloud
• Providing induction and refresher CRM training to lawyers across the Firm to improve engagement, adoption and utilisation

• Building good working relationships with our system providers to ensure that technical issues around our CRM system are dealt with efficiently
• Liaising with IT and relevant vendors to support and improve CRM integrations including gathering, testing and issuing resolutions
• Gathering and translating CRM requirements from stakeholders across the Firm

• Providing and delivering best practice policies across CRM Systems including GDPR compliance
• Owning CRM data governance including data standards, data quality routines and GDPR compliant data lifecycle/archiving
• Running regular data reviews and housekeeping activities to improve overall data quality in line with agreed standards

• Creating reports and working with the Business Development team to spot BD opportunities using CRM data to help deepen client relationships
• Working closely with the Senior Business Development Manager to ensure our CRM system supports wider CRM and BD initiatives

• Experience in CRM administration and database management
• Hands-on experience configuring and supporting a CRM platform (e.g. Intapp Deal Cloud) including reporting dashboards or a strong aptitude and willingness to learn
• Reporting and dashboarding experience e.g. Deal Cloud dashboard and/or Power BI
• Project and change management experience (system migration, continuous improvement and user adoption)
• Data stewardship experience including data cleansing, de-duplication and enrichment processes
• 5 years minimum experience of working in professional services
• Excellent understanding of GDPR, data management, Excel, MS Outlook, Word and Power Point

• High attention to detail
• A team player, helpful and prepared to go the extra mile in supporting colleagues
• Good communication skills both written and verbal
• Proactive, committed and positive in approach to work
• Desire to provide high levels of service, ensuring that work is of the requisite quality and right first time
• Ability to challenge the status quo and suggest alternative approaches
• Flexible and organised, able to juggle multiple deadlines and changing priorities

Michelmores LLP is an Equal Opportunities Employer

We do not discriminate on grounds of race, gender, marital status, age, religion, colour, nationality, ethnic origin, disability or sexual orientation in the selection, recruitment and treatment of our staff.