Reporting to: Client Relationship Lead

At Browne Jacobson, we’ve always worked across business and society, and this expertise sets us apart. Social and environmental impact are at the top of our business agenda. We champion fairness, make the complex simple and forge connections between clients to find creative solutions. This is how we improve outcomes for every person, community and business we serve.

With offices in Birmingham, Dublin, Exeter, London, Manchester and Nottingham, we’re a UK & I based law firm with an international reach. Our sectors include: health; real estate and construction; education; energy and infrastructure; financial services; government; insurance; manufacturing and industrials; and retail, consumer and logistics.

We nurture talent at all levels and from every background and celebrate what makes people individuals. Law needs all voices to reflect the society it serves and we’re working towards social mobility, diversity and inclusion in our firm - and our profession. We strive to create meaningful personal and professional development opportunities and offer flexible working in support of a good work-life balance. We focus on wellbeing and individuality, so that all our people can thrive.

What is the working practice for this role?

The firm operates a set of core principles that guides our working practice. It’s called ‘One Firm, Wherever You Are’.

You might have enjoyed working from home and would like to split your time between there and the office/ other work locations. Others may be eager to return to the office on a more regular basis. We believe that a regular level of in-person contact is an important way to build connections with your colleagues, enhancing knowledge and idea sharing and enabling all of us to benefit from the vibrant office culture Browne Jacobson has to offer.

Our expectation is that, on average, you’ll work from home for no more than three days per week, with the remainder of your time either spent with your colleagues in the office or working from other locations as work demands dictate, e.g. courts, client offices, conferences etc. This is an average expectation over time and we know that there will be variations from week to week. Equally, there will be individual circumstances in which a different pattern of work is needed, for example as an agreed reasonable adjustment for colleagues with a disability or long-term medical condition.

We believe this approach:

• fits with our values and personality;
• will enhance our performance through greater flexibility;
• advances our ambitions as an inclusive employer – helping you better balance work and family/life commitments;
• offers opportunities to reduce our carbon footprint (travel, office services etc.), a key ambition underpinning our corporate sustainability plan

Why is this role important and how does it fit into the team, department and wider firm?

As a firm we use InterAction as our CRM system. Our CRM system is in place to store our client relationship data and acts as our depository for client relationship activity. It functions as a ‘go-to’ for the team, so that we are all aware of who knows who and any ongoing activity with client contacts. The CRM system also allows us to generate actionable reporting around this. It is our platform for client mailings lists, to ensure the right marketing reaches the right audience.

This role is focused on supporting on the management of our CRM system and the firm’s engagement with it. It is at the heart of the firm’s strategy, in particular our value of being a connector, and is crucial part of our client and marketing strategy.

What does the role actually involve?

• Responsibility for day-to-day processing of DCM (data change management) tickets inbox, to ensure that all changes requested are actioned in a timely manner
• Responsibility for oversight of the CRM Team inbox which receives a variety of issues and requests to the CRM Team
• Responsibility for handling of regular data imports from third party systems. These include imports from our webinar and finance platforms which we use to enhance our data sets
• Responsibility for running a regular programme of data cleansing exercises to eradicate data errors and duplicates from the system
• Responsibility for actioning basic administrative tasks such as user account management, licence management and proxy access management, working closely with our IT team
• Building mailing list requests from the business, ensuring relevant target audiences are captured for our email marketing campaigns
• Supporting the development and delivery of reporting available from the CRM system
• Assisting with training and day to day dialogue with all stakeholder groups at all levels, around best practice use of the CRM system
• Supporting the client relationship team on wider initiatives where required

What technical skills are required for someone to be successful and enjoy the role?

• Working experience of using a database platform and working with large data sets. Working experience of a CRM Database would be desirable but not essential
• Good level of proficiency working with Microsoft office suite (Outlook, Word, Excel, PowerPoint), particularly Microsoft Excel
• Strong analytical skills with an eye for detail
• Organisation and planning skills, with an ability to perform routine tasks to a highly consistent standard

Who would be a good fit for this role?

As part of the Client & Marketing team, you would be expected to have the following skills and experience:

• A passion for CRM data driven marketing and learning in this area
• Ability to work quickly and pro-actively, to targets
• Innovative and flexible in approach with an aptitude to problem solving where required
• A team player who wants to interact and work with colleagues across different teams, at different levels