CRM & Email Marketing Manager

Practice Group / Department:

Job Description

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. 

The role:

Based in London and working as part of an established wider marketing and business development team, this role supports the development of our client engagement strategy, through a robust approach to data management across the EMEA region.

As our CRM & Email Marketing Manager, you'll play a central role in transforming our approach to the capture and management of client data to drive relationship and revenue growth. You will manage and promote the use of our CRM (InterAction+) and emailing marketing system (Vuture), guiding best practice and operational efficiency through continuous process improvement.

Strong analytical skills will be crucial as you provide insights on the engagement status of key contacts and client relationships, supporting the business to increase the ROI of campaigns through effective targeting and segmentation.

This role sits within our marketing team and reports to the Senior Digital Marketing Manager. It has two  reports (both based in our Newcastle office).

Additional operational support is also provided through our shared services hub in Newcastle, and you will be required to train that team and ensure they are following best practice.

Key responsibilities:

• Oversee the rollout of our new CRM system: Working with colleagues across IT, client and business development teams to rollout InterAction+ and ensure its optimal use across the EMEA region
• Line management: Manage two team members in Newcastle
• Management of external data services provider: Manage the relationship with our external data processing provider to obtain optimal results
• Process improvement: Identify and implement process improvements to enhance efficiency and effectiveness as part of wider marketing operational support.
• Analytics and reporting: Provide detailed analytics on client engagement and campaign performance, offering actionable information and insights to support business decisions.
• Campaign support: Work closely with the marketing team to support the planning and execution of targeted campaigns, ensuring they are data-driven and impactful.
• Train new users: provide ongoing training support and respond to user queries. 

Key skills and experience:

• Advanced CRM and email marketing skills: Proficient in using CRM tools (preferably InterAction) and email marketing platforms (preferably Vuture) to manage and analyse customer data.
• Data manipulation: Strong skills in data manipulation and analysis, with experience in Microsoft Power Apps, particularly PowerBI and Power Automate.
• Understanding and experience of working within a marketing and business development team supporting EMEA regions: Demonstrable experience of integrated marketing and business development activities.

Additional experience required:

• Stakeholder relationship building: Proven ability to build and maintain relationships with partners and business development peers.
• Excellent communication skills: Strong inter-personal skills with an ability to convey messages clearly and consistently.
• Attention to detail: High level of accuracy and detail orientation, capable of developing thorough project plans.
• Multi-tasking and analytical skills: Excellent ability to handle multiple tasks and analyse data to meet tight deadlines.
• Initiative and teamwork: Proactive in initiating action and capable of working both independently and as part of a team.

Diversity, Equity and Inclusion

To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing. Find more about Diversity, Equity and Inclusion here.

We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know here.