CRM Manager

CRM Manager 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 software upgrades to optimize system efficiencies Evaluate new technology tools, research options, and manage vendor relationships. Proactively recommend enhancements to the CRM and ERM to improve usability and support firmwide marketing and business development efforts Conduct QA testing for software upgrades and new technologies, collaborating closely with the IT team to ensure smooth implementation Minimum Requirements: Bachelor's degree in Business, Marketing, Data Analysis/Management, or a related field preferred; equivalent training and experience may be considered in lieu of a degree 5-8 years of experience working in marketing technology, CRM management, ERM and marketing operations systems Experience in a law firm or industry-specific knowledge Hands-on experience with CRM and ERM platforms and other marketing systems Ability to prioritize and manage multiple tasks in a fast-paced, dynamic environment while meeting deadlines Strong written and verbal communication skills with the ability to convey technical information clearly Proven ability to build and maintain business relationships with colleagues and external contacts Analytical and problem-solving skills, with the ability to interpret data from multiple sources and apply technical knowledge to resolve issues Flexibility to work overtime as needed to complete critical tasks and meet deadlines Other Requirements: The requirements described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Equipment Operated: This position requires extensive use of a computer and telephone. This position also requires the use of printing, copying, faxing and scanning equipment. Physical Requirements: While performing the duties of this job, the employee is occasionally required to sit; stand; talk; see; and hear. Mental Requirements: Ability to communicate effectively, verbally and in writing, with a diverse group of people. Work Environment: While performing the duties of this job, the employee may be exposed to weather conditions while traveling. The noise level in the work environment is usually moderate. The above statements are intended to describe the general nature and level of work being performed in this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Ice Miller is committed to recruiting, developing and retaining talented attorneys and professional staff from all backgrounds. To succeed, we take great pride in a culture where everyone at Ice Miller feels respected, is treated fairly and has the opportunity to perform to their highest potential. Candidates must have permanent authorization to work in the United States. Ice Miller LLP is an Equal Opportunity Employer. Benefits provided include Paid time off, Health insurance, Vision and Dental Insurance, 401k (with an employer match), life insurance, and many others. Please reach out for a comprehensive list of benefits provided. Ice Miller