Global CRM Executive

Watson Farley & Williams is an international law firm advising on complex disputes and transactions through local knowledge and an integrated international network.  We have a strong sector focus, combining our technical excellence with deep industry knowledge across Energy, Transport and associated Infrastructure.

The firm has achieved rapid expansion and year-on-year growth owed almost entirely to a focused strategy, strong leadership and the quality of its people.  The next stage in the firm’s growth plan is to achieve full-service strength within core sectors across the global platform.

We strive for excellence in all that we do and view investment in our people as key to achieving our business goals and values, which rest on developing deep and long-lasting relationships externally and internally through respect, sharing, communication and integrity.

Our global practice is integrated across our offices in Europe, the Middle East, Asia, Australia and North America delivering consistently high levels of service across borders and locally through a deep understanding of local business customs and culture.

We are committed to creating an inclusive workplace to attract and retain the most talented people from all backgrounds and cultures.  We believe in celebrating difference and that people from any background can rise to the top, ensuring opportunities to develop and progress are available for all.

The global Business Development and Communications team comprises over 50 business development, communications and marketing professionals based across the jurisdictions where we have an office.  As our route to market is through our global sectors and our clients are international, team members regularly collaborate to deliver cross-border campaigns and global projects.  It is a close-knit and very supportive team with an excellent reputation across the firm.

Working in partnership with the Global CRM manager, this role requires an individual who has used InterAction in a previous firm for at least two years. The role will also require this person to support our Global CRM assistant, and whilst the role does not have line manager responsibility, we will expect this person to delegate work and support the Global CRM assistant.

This is a project-based support role and is currently a fixed term contract to support the change over of our CRM system globally. We are migrating from Lexis Nexis’ InterAction V7 over to InterAction Hybrid Cloud. This is an international project, and the role will require some traveling across our offices. The project has already begun, and we expect to complete the project in early 2026.

The role will require someone who is comfortable promoting and effectively selling the product/system to the partnership.

Joshua Roche, Global CRM Manager

• Help the Global CRM Manager reposition CRM internationally by actioning tasks on the project upgrade timeline:
  • Learn new software and work with the super users across the offices to upskill.
  • Work with the Business Development and Communications team to promote the new system to the partnership.
  • Archive data regularly and help the Global CRM Manager produce a strategy for regular archiving.
  • Maintain and produce new data entry standards by using the data minder function in InterAction.
  • Become the go-to person for queries and reporting.
  • Train all users on the system internationally (in person and via Teams/Zoom).
  • Provide general project support.
• Provide regular and ad hoc reports from the CRM system for departments across the firm.
• Train new joiners (PA’s and Fee Earners) on InterAction.
• Train new Business Development and Communications joiners on Vuture.
• Be responsible for Vuture reporting and preference manager.
• Work with the Business Development and Communications team to help distribute e-marketing campaigns.
• Be responsible for GDPR standards on sending Marketing lists within InterAction.
• Work with the Global CRM Assistant to grow and maintain our CRM page on Ignition (Intranet). Update user guides and create video guidance.
• Be responsible for maintaining and promoting the use of Power Bi reports across the Business Development and Communications team.
• Maintain and manage our Correspondent Law Firm portal (CLF). This is a database that we created that sits on our Intranet page. The data is stored within InterAction and is fed through via an API.
• Work with senior management to ensure user adoption of the CRM system and best practice.
• Be responsible for maintaining and executing the data cleansing/maintenance strategy.
• Seek out opportunities for data to be used to add real value to the business.

• A good knowledge and understanding of CRM tools (InterAction) and their application in client relationship management (two years minimum experience).
• Demonstrable understanding of Business Development strategies and CRM processes within the professional services industry, including the ability to influence and promote the benefits of CRM.
• Experience of using InterAction at a professional services firm.
• Experience in working with data analysis and segmentation.
• Excellent attention to detail and an innate appreciation of data structures.
• The ability to analyse data and derive themes and trends and be able to distil and present such findings in a confident and influential manner.
• Excellent research, organisation, planning and time management.
• The ability to work well under pressure.

• Knowledge of Vuture or any other ecomms system e.g. Concep.
• Good Excel skills (intermediate level).
• Good problem-solving skills.

• Good presentation skills.
• The ability to use own initiative.
• The ability to manage priorities and deadlines efficiently.
• An understanding and demonstration of WFW's core values of respect, sharing, communication and integrity.

We offer a competitive benefits and wellbeing package for all employees.

The firm promotes a culture of agility and flexibility and is fully supportive of flexible working arrangements where these can be accommodated.

Respect for different backgrounds and perspectives is at the heart of our firm’s core values and we recognise the importance of fostering an inclusive environment that allows everyone to reach their full potential. This is a key feature of our Global Code of Conduct, which places diversity and inclusion at the centre of our firm’s ways of working.

We believe that exceptional client service can only be delivered by exceptional people. For this reason, we aim to attract, retain and develop the best talent from a wide range of backgrounds. All decisions relating to employment will be objective and based on merit and ability.

We are committed to ensuring that our recruitment processes are as inclusive and barrier-free as possible. This includes making adjustments for candidates with a disability or long-term health condition.  If you require adjustments to be made at any stage of the recruitment process, we’d encourage you to get in touch with a member of our team who would be happy to discuss options with you.