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Senior Manager

Senior Manager

Khaitan & Comumbai, India
2 days ago
Job description

Job Description

Job responsibilities :

  • CRM Strategy Development :

o Develop and execute a robust CRM strategy aligned with the firm's objectives to enhance client relationships and service delivery.

o Champion usage of CRM among Partners, Counsels and Executive Assistants.

o Liaise with Business Development team and Legal Leadership to understand and respond to their special cases on CRM

  • Data Management and Analysis :

    • o Oversee data collection, management, and analysis to ensure accurate client records and segmentation.

    o Utilize data insights to inform marketing campaigns, focused new client acquisition, improve client services, and identify opportunities for growth.

    o Govern data quality of the CRM, in partnership with Contact Management and Accounting.

  • Client Engagement :

    • o Design and implement targeted client engagement programs to foster long-term relationships and increase client satisfaction.

    o Manage client feedback initiatives to assess service quality and implement changes based on client insights.

  • Collaboration and Training :

    • o Collaborate with various departments (e.g., marketing, business development, conflict management / risk, revenue management and billing) to integrate CRM tools into daily operations.

    o Train Legal Leaders, Business Development team and EAs on CRM systems

  • Technology Management :

    • o Stay current on CRM technology trends and recommend enhancements to improve system capabilities.

    o Explore and deploy use cases of adjacent technology such as ONA and Reputation Management.

  • Reporting and Metrics :

    • o Track and report on CRM performance metrics, providing actionable insights to leadership for strategic decision-making.at Practice, Client, Initiative and Opportunity Level

    o Deploy FP&A

  • skills to drive Budgeting and Tracking on Sales.

    • o Track and model origination credits aggregated to Partner, Practices, Sectors and Officers.

    o Recommend ways to increase return on investment on Business Development spends.

    Essential Competencies (Skills & Attributes) :

  • Detail-oriented mindset with a focus on data integrity and accuracy. Ability to adapt to evolving technologies and learn new CRM systems quickly. Prior experience in training and supporting CRM users is preferred.
  • Strong communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders.
  • Excellent leadership, communication, and interpersonal skills, with a proven ability to collaborate effectively across departments.
  • Experience in developing training programs and fostering a culture of data sharing in business development.
  • Strategic thinker with strong project management skills and the ability to prioritize tasks effectively.

    • Experience :

  • 8-14 years post-qualification experience in managing CRM system such as Sales Force or LexisNexis.
  • Experience in global law firm, professional services firms and partnership firms is an advantage.
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