CRM Systems Manager in Newport, Wales

Are you keen to find an exciting new role where you will be part of a dynamic, forward-thinking agile team? If so, come and join us on the journey.

Why Michelmores? Michelmores is the destination law firm for the ambitious, the imaginative and the distinctive. We help enterprises and individuals navigate change to find a positive future. We are a flexible, friendly and inclusive organisation with a clear focus on fresh thinking, growth and success. We value and nurture our peoples potential and inspiration and give them a creative, open and collaborative environment in which to develop a career and succeed. As our clients needs change and evolve, so do we. Our business services teams are continuously looking for ways to innovate and attract and retain the best clients and the brightest people. Central to our culture is our nurturing environment which genuinely allows our people to grow and flourish, both professionally and personally. We really care about what we stand for and want to move forward together.

What sort of work? We have an exciting opportunity for a CRM Systems Manager to join our ambitious Marketing team in our Bristol or Exeter office. In this role you will:

• Take ownership of the Firm's CRM Platform (Intapp DealCloud), ensuring it is configured, governed and continuously improved to support marketing and business development priorities.
• Lead delivery of the OnePlace to DealCloud 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.

This will include:

• Platform Ownership & Delivery
  • Working closely with the IT team, deliver the final stages or migration of One Place to Intapp Deal Cloud.
  • Administering, configuring and optimising Intapp DealCloud 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.
• Adoption & Training
  • Providing ongoing data and CRM systems support to colleagues.
  • Advising on best practice and adoption of Intapp DealCloud.
  • Providing induction and refresher CRM training to lawyers across the Firm to improve engagement, adoption and utilisation.
• Vendors & Integrations
  • 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.
• Data Governance
  • 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.
• Reporting & Insight
  • 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.

Why this team? Through developing innovative marketing and business development strategies and working closely with Partners and colleagues to implement them, the team plays an instrumental role in progressing the growth of the Firm. The team covers the full range of marketing and business development activities, including creating marketing strategies and plans, managing our brand and social profile, producing content and marketing materials, organising and running client and Firm events, building networks, helping lawyers to develop deeper client relationships, and developing colleagues marketing and networking skills. Our business development specialists partner with leaders across the Firms sectors to identify growth and marketing opportunities, building strong working relationships and in-depth sector knowledge. Whilst the communication and events professionals utilise their creativity and specialist skills to amplify our brand to help attract and retain clients.

How do we work? We take a flexible, agile approach to working patterns. As a team we agree together on the best working arrangements that will enable each of us to provide exceptional client service, to collaborate and connect with colleagues, and to achieve the right home/work balance. As a Firm we are committed to supporting our people across all levels to achieve the balance they need. We are open to talking about flexible working and empower any candidate to put forward a flexible working pattern to meet their needs.

Who are we looking for? We are looking for somebody who will understand our values and thrive in our culture. The role is based in our Bristol or Exeter office and the ideal candidate will have:

• Experience in CRM administration and database management.
• Hands-on experience configuring and supporting a CRM platform (e.g. Intapp DealCloud) including reporting dashboards or a strong aptitude and willingness to learn.
• Reporting and dashboarding experience e.g. DealCloud 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 PowerPoint.

Other skills required include:

• 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.

This is a great opportunity to join a Firm which believes potential, inspiration, and teamwork should be valued and nurtured. We work hard to create and sustain an open and collaborative environment. We embrace change and constantly evolve to meet our peoples diverse needs, in the same way that we help our clients to navigate and stay ahead of developments, to move forward together.

Next Steps To apply please click below or if you would like to talk to someone about the role, please call Sarah McLean, Recruitment Specialist, on 07754 555106.