CRM Manager

Job Summary : The CRM Manager is responsible for overseeing the daily management, implementation and optimization of the firm’s marketing technology ecosystem within the CRM and ERM systems. This role plays a vital role in ensuring data integrity and accuracy while supporting system upgrades and platform transitions. The CRM Manager works closely with attorneys and support staff to maintain the validity of client and contact information, including names, titles, company affiliations, and addresses. By ensuring the accuracy and timeliness of this data, the position has a direct impact on the firm’s marketing, business development, and client relationship initiatives. Key responsibilities include training, process development, data analysis, data change management, research, list management, queries, auditing, and reporting. ***Salary in the range of $130,000 - $150,000 dependent on location and experience level*** Essential Job Duties: Serve as the primary owner of the firm’s CRM and ERM platforms. Oversee and manage the alignment of technology priorities, configurations, integrations, ongoing enhancements and data governance standards Partner with Knowledge Management, Business Development and Marketing Teams to ensure experience data is accurate, usable and aligned with the CRM and pitch/RFP needs Define standards and processes for experience data structure, taxonomy and integration to other firm systems Support ERM reporting and use case development related to pitches, proposals, attorney bios, rankings and client development Drive adoption of CRM and ERM through training, documentation and ongoing user support. Act as a change management leader for new tools, enhancements and process improvements Develop and document marketing processes and standard operating procedures for the CRM and ERM, including maintaining the enterprise data dictionary Oversee and enforce data quality control procedures, structure and training including, standardizing data, and ensuring required fields are populated per firm data standards Ensure clean, reliable data flow between CRM, ERM, email marketing platform and other firm systems Manage CRM data imports and build and maintain targeted audience segments and contact lists for marketing campaigns, events, client alerts and other marketing initiatives Partner with IT and Knowledge Management teams on system integrations, security considerations and data standardization. Develop and maintain Power Automate workflows that reduce manual effort, improve data quality and automate routine marketing processes Oversee and support building of marketing Power BI dashboards and reports that provide actionable marketing and business development insights that can be shared with practice group and firm leadership Establish best practices and stay informed on industry trends related to client relationship management, data privacy regulations (CASL, GDPR, and CCPA), emerging CRM and ERM technologies, and…