About the Role
We are looking for a subject matter expert in customer relationship and database management with experience of providing guidance, advice and training to join our global CRM team. Ideally with Salesforce and Dealcloud experience, they will have an eye for detail, have strength in the management of data and possess an innovative approach to problem solving.
This role will be responsible for communicating with internal stakeholders in order to identify, prioritise, and quickly solve complex challenges. This job will offer the opportunity to be part of a global team and have the ability to make improvements that add real value to the business.
The CRM Manager will serve as a leader on CRM strategies that support business goals. This is a hands-on role where the individual leverages their CRM expertise and in collaboration with cross-functional teams, defines and develops innovative initiatives.
The purpose of the role is to provide high-quality CRM support and expertise to improve data quality and system responsiveness and improve our ability to pro-actively address the needs of the EMEA region. The role holder will act as the liaison between global and regional needs to ensure efficient and effective business development, matter/opportunity management and reporting processes.
Responsibilities
Requirements
#Li-HB1Our Benefits
Our goal is to support the well-being of you and your families-physically, emotionally, and financially. We offer comprehensive benefits such as the following:
We are looking for a subject matter expert in customer relationship and database management with experience of providing guidance, advice and training to join our global CRM team. Ideally with Salesforce and Dealcloud experience, they will have an eye for detail, have strength in the management of data and possess an innovative approach to problem solving.
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This role will be responsible for communicating with internal stakeholders in order to identify, prioritise, and quickly solve complex challenges. This job will offer the opportunity to be part of a global team and have the ability to make improvements that add real value to the business.
The CRM Manager will serve as a leader on CRM strategies that support business goals. This is a hands-on role where the individual leverages their CRM expertise and in collaboration with cross-functional teams, defines and develops innovative initiatives.
The purpose of the role is to provide high-quality CRM support and expertise to improve data quality and system responsiveness and improve our ability to pro-actively address the needs of the EMEA region. The role holder will act as the liaison between global and regional needs to ensure efficient and effective business development, matter/opportunity management and reporting processes.
Responsibilities
- Process & Adoption: Drive adoption of CRM processes, tools and best practices.
- Marketing Alignment: Act as a bridge between Marketing & BD practitioners and senior stakeholders by encouraging best practice for lead and opportunity integration with pipeline
- Data Management: Collaborate with the team to ensure customer data meets the quality and standards that allow for sales forecasting & analysis and exceptional customer communications
- Marketing Alignment: Act as a bridge between Marketing & BD practitioners and senior stakeholders by encouraging best practice for lead and opportunity integration with pipeline
- Training & Support: Provide hands-on functional support and lead the development of CRM training manuals and programmes
- Reporting: Use a combination of tools to produce actionable business reporting and analysis
- Systems Management: Have responsibility for supporting the region with technical expertise on the full suite of CRM capabilities, including all tools and processes required to support business development activity, customised reporting, campaign management, data quality, and matter/opportunity tracking and management
- Systems & Process: Working alongside the global CRM team to manage system development projects, provide technical and process advice (in adherence with FTI Firm wide policies on client confidentiality, data privacy, matter routing and approval) and maintain best practice
- User experience: Champion improvements for the continued development of the system and, encouraging increased adoption
Requirements
- Proven experience in a law firm, financial institution, investment bank, or consulting firm in an analytical, marketing, client development or business development role strongly preferred, with experience using Salesforce.com, Dealcloud, InterAction, Microsoft Dynamics or other similar databases
- Excellent technical and working knowledge of CRM systems and experience of email marketing software (e.g. Eloqua) and BoardEx would be a plus
- Solid understanding of the strategic role of CRM in a professional services business; the challenges of engagement and implementation, and ensuring business value is maximised
- Experience of communicating and working collaboratively with senior stakeholders on complex projects, in a straight-forward way
- Excellent organisational and planning skills
- Demonstrated ability to multi-task and perform effectively under pressure
- Analytical and methodical approach
- Team player but highly self-motivated with a strong ability to take initiative and solve problems
- Possess excellent attention to detail organised, and results-oriented
- Excellent communication and interpersonal skills
- Expert troubleshooting, analysis, and problem-solving skills
- Demonstrated ability to effectively prioritise and escalate issues as required
- Ability to work effectively in a fast paced, high energy, team-oriented environment
#Li-HB1Our Benefits
Our goal is to support the well-being of you and your families-physically, emotionally, and financially. We offer comprehensive benefits such as the following:
- Competitive total compensation, including bonus earning potential
- Full package of benefits plans, including health, dental, vision coverage, along with life and disability insurance
- Generous paid time off
- Company matched 401K
- Potential for flexible work arrangements
- Generous paid parental leave and flex return support
- Family care benefits, including back-up child/elder care
- Employee Wellness Platform
- Employee Recognition Programs
- Paid time off for volunteering in your community
- Corporate matching for charitable donations most important to you
- Make an impact in our communities through company sponsored pro bono work
- Professional Development and Certification Programs
- In office free snacks and drinks
- Free smartphone and cellular plan (if applicable)
- FTI Perks & Discounts at retailers and businesses
- Upscale offices close to public transportation
- Pet insurance
About FTI Consulting
FTI Consulting is a global business advisory firm dedicated to helping clients with their most significant opportunities and challenges. With more than 7,600 employees located in 31 countries, our broad and diverse bench of award-winning experts advise their clients when they are facing their most significant opportunities and challenges. At FTI Consulting, we embrace, cultivate and maintain a culture of diversity, inclusion & belonging, which are fundamental components to our core values. FTI Consulting is publicly traded on the New York Stock Exchange and has been named the #1 Professional Services Firm on Forbes List of America's Best Employers and the best firm to work for by Consulting Magazine . For more information, visit www.fticonsulting.com and connect with us on Instagram and LinkedIn .
FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.
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