At a Glance
- Tasks: Manage and optimise the CRM system to enhance client service and drive business development.
- Company: Join a dynamic firm focused on strategic decision-making and client engagement.
- Benefits: Enjoy flexible working options, professional development opportunities, and a collaborative culture.
- Other info: Opportunity to work with senior stakeholders and influence CRM adoption across the business.
- Why this job: Be a key player in shaping client relationships and driving impactful marketing campaigns.
- Qualifications: Experience in a CRM role, strong data skills, and familiarity with GDPR compliance required.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
The CRM Manager will be responsible for managing and optimising the firm’s Client Relationship Management (CRM) system to enhance client service, drive business development, and enable strategic decision-making. This role is critical in ensuring the CRM system is well-maintained, user-friendly, and leveraged effectively across teams for client engagement, marketing campaigns, and reporting.
Key Responsibilities
CRM Strategy & Operations:
- Own the firm’s CRM strategy and drive adoption across the business.
- Maintain the CRM system (Workbooks) ensuring data integrity and quality, and performance.
- Define and enforce standards and protocols for data entry, segmentation, and maintenance.
Business Development & Marketing Support:
- Support marketing teams in planning and executing targeted campaigns using CRM data (e.g. event invitations, newsletters).
- Provide client insights and engagement histories to BD teams and Directors.
Training & Change Management:
- Encourage use of training programmes for fee earners and business management teams to ensure consistent CRM usage.
- Redevelop training modules as needed working with the L&D team.
- Act as a CRM champion and change agent to encourage adoption, especially among senior stakeholders and the practice management team.
Reporting & Insight:
- Generate regular reports on client interactions, BD activity, and marketing ROI.
- Use data to produce actionable insights to support strategic decision-making.
Stakeholder Collaboration:
- Partner with IT, Clients, and Risk/Compliance teams to ensure CRM aligns with wider business needs.
- Collaborate with Directors, ADs and the PCT to ensure high-quality client data capture.
Essential requirements:
- Proven experience in a CRM-focused role, ideally in a professional services environment.
- Strong working knowledge of CRM platforms (ideally Workbooks)
- Data-driven, with a keen eye for detail and a high standard for data integrity.
- Ability to influence and train stakeholders at all levels, including senior fee earners.
- Familiarity with GDPR and data compliance best practices.
Desirable:
- Experience managing CRM system upgrades or vendor relationships.
- Exposure to client segmentation strategies and marketing automation
- Project management skills or experience working with Agile methodologies.
Measures of Success:
- CRM adoption and usage rates across departments
- Accuracy and completeness of client data
- Engagement rates from CRM-driven campaigns
- Stakeholder satisfaction and feedback
Quality and frequency of CRM reporting to leadership
CRM Manager in London employer: Directions Recruitment Specialists
As a CRM Manager at our firm, you will thrive in a dynamic and supportive work culture that prioritises employee growth and development. We offer comprehensive training programmes, collaborative opportunities with senior stakeholders, and a commitment to data integrity that empowers you to make impactful decisions. Located in a vibrant area, our firm not only values your contributions but also provides a platform for meaningful engagement and career advancement.
Contact Details:
Directions Recruitment Specialists Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Directions Recruitment Specialists. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Directions Recruitment Specialists before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Directions Recruitment Specialists:Your cover letter is your chance to shine! Tell us why you want to work at Directions Recruitment Specialists specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Directions Recruitment Specialists!
How to prepare for a job interview at Directions Recruitment Specialists
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
