CRM Executive

The CRM vision at Bird & Bird is to use intelligence to create value for our clients and sustainable long-term relationships for the firm. We work closely with key stakeholders and users across the

business to improve the effectiveness of our marketing, sales and client management efforts through use of insights, data analytics, dashboards and reporting. CRM underpins a number of firmwide strategic projects and is an integral part of MBDs data driven strategy.

This is an exciting time at Bird & Bird, as we will shortly be completing a project to move to a new CRM system, Intapp OnePlace.

The CRM team, based in our London office, has a wealth of CRM and professional services experience and provides global support. It's made up of a Senior CRM Manager, Senior Executive and Executive.

The focus of this Executive role is to support business as usual and long-term strategic projects on our existing OnePlace platform for the duration of the project. This will include responding to queries, encouraging change in user behaviour, increasing user engagement and to be the voice of the user.

What you'll do

The main objective of the role:

Promote user engagement

• Use OnePlace reports and dashboards to monitor user adoption and usage KPIs.

• Provide advice, first-line support and resolve routine queries for 2000+ users

• Work closely with the Senior CRM Executive to monitor and maintain high levels of system, data, compliance and best-practice standards

• Proactively seek user feedback and incorporate this into new processes, training options and projects work.

• Build relationships with a range of users in order to understand their roles, priorities, business objectives and how OnePlace could make their lives easier.

• Work alongside the senior team to understand each function's strategy, objectives and best practices for how to improve their e-marketing and BD targeting. Advise and assist MBD colleagues on best practice use of CRM in day-to day activities.

Encourage user behaviour change through training and comms

• Continuously improve training programmes: gather innovative uses of our CRM systems.

• Collate and incorporate case studies and success stories for internal communications.

• Keep training and self-service materials up-to-date and identify innovative ways to communicate with user groups.

• Communicate and train on key system upgrades, improvements and integrations as required, scheduling training for global users.

• Advise users on GDPR compliance in their use of our CRM systems and contact data.

• Recommend processes to collect and review consent when on-boarding new contacts.

Be the voice of our users in the ongoing development of our CRM programme

• Develop a deep understanding of key users’ objectives and needs.

• Use knowledge of user requirements to contribute to the continuing customization, development and testing of our CRM systems and processes in order to make users' lives easier.

• Review what’s working /not working for key users.

• Constructively challenge existing CRM processes, making recommendations that will increase team efficiency.

About you

The successful candidate will have:

• The successful candidate will be a dynamic, friendly and proactive team member with strong communication and project management skills, who has high standards of excellence and can engage and gain swift credibility with users in order to coach and influence behaviour.

• Previous experience working with a Contact Management System and working within a Marketing team in a professional services firm is essential.

• The role is suitable for an individual who understands the business needs of key users, can engage with them effectively in classroom settings as well as 1-2-1, and thrives on finding practical solutions to their challenges using the existing and emerging functionality of our CRM system.

• To fully engage users, understand their evolving requirements, gather best practices and communicate these effectively, collaboration with all of our offices is essential.

Client service / influencing

• Excellent client service skills, strives to provide highest level of service to internal clients.

• Adds value by pre-empting business issues based on knowledge and judgment.

• Strong sense of all users' needs.

• Able to constructively challenge and guide users to adopt best practices.

• Willingness and ability to adapt as the CRM function develops.

Powers of communication and engagement

• Excellent communication, motivational and presentation skills

• Forges strong relationships with users

• The desire to be the voice of the user in communicating with management

• Persuasive, persistent and collaborative in approach

• Ability to stay calm in often demanding situations and work well under pressure

• Encourage and assist users to problem-solve

• Self-motivated with a high level of initiative and persistence.

Commercial awareness

• A solid understanding of business processes within a professional services firm

• Applies technical knowledge commercially

• Understanding of the firm and the MBD team's strategic goals and direction.

Technical and professional qualifications

• Proven ability to learn to use unfamiliar software and systems quickly

• Experience working with CRM systems, ideally using OnePlace or Salesforce

• Excellent Microsoft Office skills: Outlook, Word, Powerpoint and Excel

• Experience of developing and delivering training using a variety of platforms/methods