Regional CRM Support & Data Coordinator

Client Relationship Management (CRM) Specialist

Freshfields is a global law firm, providing business law advice of the highest quality. We want to be the firm that clients turn to for legal advice where it most matters, wherever in the world that may be. The Firm has over 2,400 lawyers in 28 offices around the world, providing a comprehensive service to national and multinational corporations, financial institutions and governments.

Our people make our firm - we are a people business and want to create a welcoming and supportive environment where all can flourish. We see diversity as a strength which creates fresh perspectives and generates new ideas. We enjoy our work and are determined to do an outstanding job. We deliver best when working in teams.

We think and work globally - we don't just say we are one firm; we act as one firm right across the world. We work wherever our clients need us. This is how we define ourselves, not by reference to where we have offices. Cross-border work isn't just what we do, it is what we excel at. We understand what it really takes to work across different legal systems and commercial environments and to bridge language and cultural gaps.

We aim to add value in everything we do - we are passionate about helping our clients succeed. We use our experience and creativity to help clients make judgements and achieve their goals. In everything we do, we seek to make a real difference to the communities in which we operate.

MBD is a dynamic global team which includes business development specialists, research analysts, brand, marketing and communications experts. By working collaboratively, our team shapes the firm's client strategy, completes analysis of complex business issues, targets opportunities, develops compelling proposals, and creates content and marketing campaigns that lead our digital presence. Together, we define the client experience and shape the perception of Freshfields around the globe.

The Client Relationship Management (CRM) team supports the firm's successful engagement and relationship building activities with global priority clients and targets. The Global CRM & Marketing Support team is responsible for Salesforce CRM system data quality, reporting and analysis of firm initiatives and ensuring that marketing campaigns, invitations and other content mailings are managed smoothly through the system.

Key duties include supporting our US colleagues with:

• CRM system support: Using deep understanding of CRM and Martech to manage data quality and deliver technical support for Marketing and Business Development.
• Responsible for working through a service queue to deal with regional requests from internal stakeholders and system related queries alongside team SLA's and KPI's.
• Provide technical support to firm initiatives active in the region
• Superuser of data management platforms to support maintaining CRM data hygiene
• Analysing data held within the CRM to deliver insightful reports and dashboards for analytic requests and support the function to identify trends
• Managing the marketing process for briefings, newsletters and events. Supporting large campaigns and projects to ensure all marketing material produced conforms to the firm's brand guidelines and collaborate with colleagues in the MBD team through each stage of the end-to-end process, this includes:
• Contact List Research from CRM and relationship management platforms,
• Mailing list approval,
• Email and landing page creation,
• Managing automation pathways,
• Test mail approval,
• Sending mailings,
• Reporting of key metrics such as viewership, click-to-open rates, event acceptance rates and bounce-back analysis; and
• Providing suggestions to continuously improve the existing processes
• Support regional adoption of CRM systems
• Key contributor to delivery of the support services for the CRM system in line with agreed SLAs and KPIs;

CRM Data quality — correct, standardise and verify data stored within the CRM system and custom-built environments:

• Profiling — inspect data for errors, inconsistencies, redundancies and incomplete information;
• Cleansing - de-duplication and verification of information;
• Monitoring — Monitoring changes in data integrity and providing suggestions to continuously improve the existing processes
• Data Augmentation — enhance data using information from multiple data sources.

Data Protection – ensure Global data protection policies are followed to ensure firm wide compliance

Data standards — maintain existing controlled vocabulary/taxonomies. Eg update and maintain lists, compare with existing firm wide lists, and ensure standardization across systems.

Data quality management queue process

Marketing mailings support:

• Develop mailing campaign within our CRM system based on a brief from the mailing owner, including type of initiative, target audience, deadline and content;
• Ensure all marketing material produced conforms to the firms brand guidelines
• Work closely with front office BD through each stage of the end-to-end process including:
• Contact List Research using Internal Data sources; Mailing list approval;
• Email and landing page creation
• Test mail approval;
• Sending mailings; and
• Reporting of key metrics such as viewership, click-to-open rates, event acceptance rates and bounceback analysis.

Key responsibilities and deliverables:

• Contribute to the development and maintenance of processes and working practices.
• Build and manage client relationships.
• Support the firm's CRM system and Martech stack.

Key requirements:

• Educated to degree level.
• Confident and self-motivated.
• Strong analytical skills and highly numerate.
• "Can do" attitude and ability to use initiative.
• Strong attention to detail.
• Professional and service oriented.
• Ability to work to tight timelines
• Good organisational skills and ability to self-manage.
• Ability to remain calm under pressure and a proven track record to deliver against objectives.
• Ability to work collaboratively with others including cross-border teams.
• Excellent team player capable of building good working relationships.