CRM Specialist in London

The CRM Specialist is the primary point of contact in the London office for CRM data management and user support. The role sits within the Marketing & Business Development team and works closely with lawyers and the New York CRM team. This is a critical role at a pivotal time for the firm, playing a central part in the London office's transition from InterAction to Intapp DealCloud, currently scheduled for Q2 2026. The post-holder will take ownership of CRM data quality, act as the local subject-matter expert, and help embed best practice across the office to ensure the CRM is accurate, trusted and used effectively.

Responsibilities

• CRM Migration & System Ownership
  • Play a leading role in the migration from InterAction to Intapp DealCloud, working closely with the New York CRM team to support a smooth and successful transition.
  • Act as the London office subject-matter expert during and after migration, owning issues, queries and data-related problem-solving.
  • Support the integration and adoption of DealCloud across the office, ensuring consistency with firm-wide standards.
• Partner & User Engagement
  • Provide partner-facing, one-to-one support, demonstrating the value of the CRM in terms of relationship intelligence, "who knows who" insights, relationship strength and BD activity tracking.
  • Train the Business Development team, secretaries and fee earners on best-practice use of DealCloud, tailoring guidance to different user groups and levels of engagement.
  • Act as a trusted adviser to partners and senior stakeholders on CRM functionality, data quality, relationship intelligence and how CRM insights support business development and client strategy.
• Data Quality & Governance
  • Ensure CRM data is accurate, complete and up to date at all times.
  • Institute and enforce best practices for data entry, maintenance and governance within DealCloud.
  • Maintain clear guidelines, processes and documentation, working in close alignment with the New York CRM team.
• Data Management & Reporting
  • Maintain and cleanse mailing lists and contact records, including identifying and resolving duplicate records and data errors.
  • Researching and verifying changes to contact details (e.g. moves, mergers, name changes).
  • Researching and validating mailing and business addresses.
  • Ensuring consistency across contact and company records.
  • Enter new contacts into DealCloud, ensuring correct formatting and adherence to firm data standards.
  • Generate and maintain searches, reports and lists to support Business Development activity, and work with the practice groups to identify frequently used lists and keep them up-to-date.
  • Apply judgement around data relevance, accuracy and appropriate use.
  • Streamline access to CRM data and improve data sharing across the BD team.
• Events and Marketing Mailings
  • Working with Vuture, take the lead on managing mail outs of briefings, blogs and other client-facing communications in UK business hours.
  • Proactively working with the Events team on event invitations and managing RSVPs.
• Compliance
  • Support the firm’s compliance with GDPR and other relevant data protection requirements in relation to CRM data.

Skills & Experience

• Extensive hands-on experience with Intapp DealCloud and InterAction in a professional services environment.
• Strong data stewardship skills, with a proven ability to manage, cleanse and govern CRM data.
• Confidence undertaking desk-based research to verify and update contact and company information.
• Exceptional attention to detail and accuracy.
• Proactive, hands-on and flexible approach, with a strong sense of ownership.
• Strong written and verbal communication skills, with the confidence to work directly with partners and senior stakeholders.
• Ability to work collaboratively within a team environment, demonstrating resilience and professionalism.