The role of the CRM & BD Executive is to support the firm in leveraging intelligence on and from its client and referrer base in order to improve service delivery (for both specific clients and clients in general), widen relationships, and retain and grow selected client accounts.
The role holder will require excellent personal skills (including presentation skills), strong administrative skills (including the analysis and presentation of data), a strong ability to problem solve and to identify new opportunities for the firm.
The functions of the CRM & BD Executive will include:
To work with the Director of BD & Marketing to devise, implement and manage ongoing a Key Account programme for the firm. For these chosen client accounts this will involve mapping relationships and tracking activity, monitoring engagement, sharing key information and identifying opportunities to widen relationships, and chairing regular meetings internally to ensure all lawyers are joined up in the ways they work with each client.
To work with the Director of BD & Marketing to devise and implement a firmwide Client Listening programme, with an emphasis on the commercial client base and referral sources for all teams. This will include the ongoing facilitation of the Client Listening programme from inception to completion, including identifying clients, engaging, administrating arrangements with a third-party consultant (responsible for the interview itself), identifying follow-up actions, ensuring these are fed back to the client team and actioned.
Analysing and identifying overall trend data across all feedback received and making recommendations to the firm (including presentations at team and Board level, as appropriate) as to areas of client service delivery that could be improved.
Acting as the primary advocate for Client Listening across the firm, promoting across the firm the benefits and processes behind the programme (including presentations at team meetings) and sharing regularly successes and return on investment generated from the scheme.
Gathering and analysing data on the sources of all new work, including referrals from third parties, such as accountants, IFAs and other law firms and related reciprocal relationships.
Assisting the Business Development team in the identification of prospects (including review of marketing data to identify opportunities and researching target organisations).
Assisting the Business Development team in the preparation of credentials and tender response documentation.
Assisting the Business Development team in undertaking any other relevant activity or initiative with clients and referrers that directly supports new business generation.
Assist the firm in understanding its requirements for, and subsequent implementation of, a CRM system (noting that the work undertaken by the role holder will form a significant part of the business case for doing so).