Senior Digital & CRM Systems Manager

Shoosmiths is the law firm clients choose for excellent service, incisive thinking and above all for our ability to focus on what matters. From offices across the UK and Brussels, we support some of the world’s most exciting and ambitious businesses; amazing clients making an impact. We empower our people to be their authentic selves and deliver together in supportive teams committed to excellence and innovation. The first top 50 law firm to achieve ‘Platinum Standard’ Investors in People, our values and culture are not just words on our website but are the heartbeat of the firm.

We have an outstanding benefits package to complement our competitive remuneration system. In addition to the competitive salaries, great working environment and high-quality work, we believe that all staff should be rewarded for their commitment to the continued success of the firm through a comprehensive and flexible range of benefits.

To discover more about our benefits, please visit: Benefits Package

Shoosmiths' Business Development and Marketing Operations function is at the forefront of our strategic growth, driven by a commitment to dynamic, tech-savvy, and operationally efficient practices. We understand that in today's rapidly evolving business landscape, adaptability is key.

Our ambition for the team is to harness cutting-edge technology and data-driven insights to shape innovative marketing strategies, foster client relationships, and identify new opportunities that enable us to excel in our chosen markets.

With a relentless focus on operational efficiency, we want to streamline processes and maximise resources, ensuring that our efforts have a measurable impact on our lawyers, the market and our clients resources, ensuring that our efforts have a measurable impact on our lawyers, the market and our clients.

This is an integral and pivotal role within an exciting re-shaped and forward-thinking marketing operations team, and one in which you will provide strategic and tactical direction around how we define, deliver and measure campaigns and client experience touchpoints in line with our chosen markets and strategic priorities.

You will lead on the development and implementation of our digital strategy and roadmap of complex, integrated digital channels - overseeing the scope, planning, budgeting, priority setting, definition, and initiation of digital initiatives to support the firm’s marketing communications and business development activities, including advising on best practice for platforms and integrations as well as content and campaign delivery.

You will manage and lead to engage colleagues across the firm on best practice use of our CRM system. You will be responsible for our marketing lists, credentials database and take a data-led approach to embed clear processes to optimise how we gather, cleanse, store and utilise our client data to deliver excellent user experience, for internal users and external clients.

You will support and advise across our divisions, sectors, chosen markets and business areas to develop a digital, data-driven approach to content and campaigns.

You will be responsible for the leadership of the Digital and CRM teams and working in unison with the wider Business Development & Marketing team.

Strategy & Planning

• Working with the Head of Marketing Operations to develop and implement the firm’s digital channel strategy.
• Working with the Head of Marketing Operations to develop a long-term vision and roadmap for the firm’s CRM system and work with the CRM team on implementing that vision.
• Develop and deliver a roadmap of complex, integrated digital platforms to support our marketing communications, campaigns and business development.
• Understand the business strategy across our divisions, sectors and chosen markets and how this translates into digital priorities.

Leadership

• Lead the digital presence for our firm. Gain trust and build strong relationships with the fee earners and other business services across our firm, becoming a go-to business partner for all digital marketing activities.
• Lead your team to deliver impactful, effective and efficient campaigns.
• Support individuals to achieve their objectives and ambitions for growth and development.

Operational Excellence

• Strengthen our understanding of our client base and what is important to them through data and client insights, to ensure we are creating an experience which resonates with our clients.
• Create a culture of continual improvement, creativity and problem solving, constantly scanning the industry landscape to ensure we stand out amongst our competitors.
• Identify, evaluate and implement technical tools to support delivery of campaigns and KPI metrics.
• Recommend and oversee the implementation of new technologies.
• Develop best-practice processes, guidelines and measurement frameworks to ensure a high level of consistency, cost management, and stakeholder satisfaction.
• Oversee the cleansing, management and encourage engagement with the CRM system.
• Proactively provide reports and management information to track and spot opportunities to grow our client relationships.
• Ensure compliance with GDPR.
• Develop and implement effective strategies for updating and creating content for the firm's external website.
• Ongoing development and evolution of our website. Create new and engaging pages and sections on our website, continually working to optimise existing content (onsite and offsite), increasing visits, presence, and maximising ROI.
• Lead on website maintenance and development of content and functionality, to include preparing, updating and maintaining content, providing activity reports and making recommendations for improved user experience and opportunities for future development.
• Define a process for regular reporting on web analytics and CRM data insights.
• Stay up to date with and benchmark new technology with competitors and industry leaders.
• Work with the wider Business Development & Marketing Operations team to advise on the best approach to digital thought-leadership campaigns and content across the website as well as social media.
• Develop relevant SEO strategies and developing best practices to SEO and digital content writing principles.
• Develop commercial and innovative ways to use data and analytics, identifying business opportunities by analysing client engagement across our digital channels.
• Develop and define best practice policies and support across planning and execution of digital marketing and communications campaigns across all channels.

Financial Performance

• Maintain regular contact and communication with platform providers to ensure we are leveraging investment.
• Keep up to date with new developments and products and make recommendations for new marketing technology solutions.

People & Culture

• Lead and manage the team on a day-to-day basis, ensuring they are motivated and delivering best-in-class outputs.
• Act as an internal consultant to the wider Business Development and Marketing Operations team to provide advice and practical support as needed and ensure we are working in a collaborate and multi-disciplinary fashion.
• Build strong relationships and collaborate with wider firm resources and internal support teams when needed (e.g. facilities, audio/visual, travel, etc.).
• Work closely with the IS Director and IS function.
• Develop and manage relationships with external suppliers.
• Be the champion for the CRM and digital marketing teams across our firm. Support and educate stakeholders on their use and understanding of all digital marketing channels.
• Encourage and enhance greater coordination, alignment, and flow of information across the wider Business Development and Marketing Operations and Client Relations teams, working together as one cohesive team.

• Proven experience delivering clear results in a CRM and digital role within professional services. An understanding of legal is advantageous.
• Leadership and judgement – you will be able to make tough decisions and implement them, as well as anticipate future risks and take appropriate action to address them.
• Strong knowledge of InterAction and Sitecore, or similar CRM and CMS systems as well as GA4 and Microsoft.
• Excellent team management and project management skills.
• A strong communicator with attention to detail.
• A strong collaborator, bringing people together to work effectively.
• A proven track record in managing complex digital marketing initiatives.
• Excellent interpersonal and influencing skills.
• A track record of developing the careers of your team at all levels.
• A sophisticated approach to knowledge sharing and the ability to learn from others.
• Experience running corporate social media, with particular focus on LinkedIn.

Our approach to our people is underpinned by our approach to diversity, inclusion and well-being. Our ambition is to build a diverse and ambitious workforce that reflects all backgrounds and talents, and a workplace that is supportive and inclusive, recognises and nurtures talent, and has a strong sense of community between colleagues.

This means that everyone who either applies to or works for the firm is treated equally, whatever their gender, age, ethnic origin, nationality, marital status, disability, sexual orientation or religious beliefs.