Freshfields Overview

Freshfields Bruckhaus Deringer is a major international law firm, providing business law advice of the highest quality. We want to be the law 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 like 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.

Location Overview

Freshfields' Global Centre in Manchester provides both business and legal services to the firm. Our services are delivered in a way which supports the global nature of our firm and our clients, enables our fee earners to deliver exceptional service to our clients and to do that in a way which is efficient and effective.

About Marketing & Business Development

Ranging from business development and communications experts, to designers, researchers and marketing campaign managers, Marketing and Business Development (MBD) comprises a dynamic and talented global team, operating in a fast-moving environment. Some shape the client strategy and create campaigns that lead our digital presence; others work with journalists, create high-profile events, develop compelling pitches, and research complex business issues. Together, we define the client experience and shape the perception of Freshfields around the globe.

Role summary/purpose of job

The Marketing Technology & CRM System Manager will play a key role in delivering our global marketing technology transformation, including working with the Senior CRM System Manager to execute a new core CRM system implementation (scheduled in 2021) and realising the benefits of our broader digital transformation. In addition, s/he will design and deliver the relevant metrics needed to continuously improve the client experience with the firm's marketing and business development initiatives. In order to do so, s/he needs:

• An understanding how client experience can be measured in a meaningful way;
• In-depth data science and analytics skills to retrieve this information;
• Proficiency in relevant data analytic tools such Power BI, MS Azure or their respective successors.
• Strong experience and understanding of best practices in B2B CRM systems, ideally in the context of a professional services environment.

Key to this role is the ability to deliver insights from in-depth analysis of client interaction with the firm's marketing systems in order to create a single view of the client e.g. report indicators for effective marketing campaigns; analysis of client activities and the opportunity pipeline.

The Marketing Technology team supports the global MBD community in key areas of client information analysis, business/competitor intelligence and predictive analytics, CRM systems analysis, marketing technology project management and automation of marketing processes.

Key responsibilities and deliverables

• Marketing Technology & CRM System Manager responsibilities
• Effectively manage resource and projects
• Manage the delivery of processes as agreed with key stakeholders and the compliance in using and adhering to the agreed processes
• Collate data and report on SLAs and KPIs
• Design and coordinate testing for system defects and/or new software releases
• Act as a SME for the firm's CRM system and support IT staff with this knowledge where necessary
• Develop, maintain and document best practice processes and working practices
• Develop strategic automations and enhancements for the MBD community
• Deliver user friendly dashboards for global use
• Report to the Department Manager on a weekly basis with updates on projects, progress made, issues and solutions
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• Data science & analysis
• Match, merge or link data from a variety of disparate sources
• Collation - collect information from various sources (systems and people) around for addition to systems
• Migration - assist with data migration from legacy firm systems into the new CRM system planned through 2021.
• Creation of self-help tools for key stakeholders to review their respective areas with an increased analytical overview via data analytics tools such as Power BI
• Design and monitoring proactive data enhancement processes over time
• Data augmentation/enhancing - enhance data using information from internal documents and external (web) data sources
• Reporting & analysis - produce ad hoc reports and analytic reports via Power BI
• Monitoring - maintain record of work carried out on projects and monitor changes
• Collaboration with external stakeholders to effectively utilise technical resources for projects where specific involvement of skill related tasks are required
• Responsibility for competitor analysis tool, working with the Business Insights team
• Technical support for the Credentials/Matter Experience MBD project team

Key requirements

• Broad knowledge of marketing data analytics and data science approaches
• Good understanding in utilising the marketing software tools necessary to run these analytics (e.g. Power BI, MS Azure)
• Advanced Excel skills, Intermediate SQL skills and Intermediate VBA
• Educated to degree level
• Experience of Salesforce CRM, ideally within a B2B environment
• Experience of implementing or transitioning to a new CRM system, including familiarity with API strategies and legacy interfaces (desired)
• Agile scrum experience

Competencies

• Team player able to develop strong working relationships and create a positive impression with people of all levels
• Strong influencing and communication skills - calm under pressure
• Delivery focused, with proactivity, drive, determination and energy
• Logical thinker, with strong project management skills and commitment to continuous innovation
• Professional and technical credibility

Inclusion

Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing. Please note that, in line with the requirements of the UK Border Agency, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EEA candidate can fill the position.

Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (eg the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.

Contact Name: Freshfields
Reference: TJ/6199/20000085_1604660899
Job ID: 2868819