CRM Senior Executive

The department

HFW’s Marketing & Business Development department comprises teams that support the regional offices, industry groups and marketing operations (including communications, events, design and CRM). The role supports CRM and e-Marketing, working closely with Digital Marketing. The job description reflects a focus on tracking and reporting how HFW’s Marketing & Business Development activities drive the institutionalisation of clients.

Key responsibilities

CRM & e-Marketing

• Work jointly with the CRM Manager on the day-to-day management and operation of the firm’s CRM platform (InterAction) and e-Marketing platform (Vuture).
• Primary responsibility for the timely resolution of user queries submitted via ServiceNow, providing guidance that builds user capability and promotes best practice across the CRM and e-Marketing platforms.
• Take a leading role in resolving Data Change Management (DCM) tickets.
• Under the direction of the CRM Manager, manage and deliver the CRM and e-Marketing training programme, including induction and periodic group sessions.
• Provide proactive guidance on data quality, contact and relationship management, list creation and reporting, as well as complex campaigns and campaign automation.
• Collaborate with the CRM Manager to provide effective periodic data management, including data archiving and categorisation.
• Ownership of best practice guides and training materials for managing the CRM database, e-Marketing and related tools.
• Establish and manage superuser and focus groups to gather feedback, facilitate best practice and identify system development opportunities across the CRM and e-Marketing platforms.
• Take a lead role in working with and advising the Marketing and Business Development team on building and maintaining accurate, segmented marketing lists, including proactively addressing deliverability issues and improving data quality.
• Take a lead role in building and maintaining target lists for Global Key Clients and Strategic Growth Clients, ensuring they remain accurate and fit for purpose to support lead generation and tracking.
• Under the direction of the CRM Manager, generate sector and regional data quality reports, supporting all associated initiatives that drive data quality improvement.
• Under the direction of the CRM Manager, take responsibility for data mapping and importing new data sets globally, including partner onboarding and joint event data.
• Support the CRM Manager in designing and implementing strategies to continuously improve the effectiveness of e-Marketing.
• Assist in the preparation of CRM and e-Marketing dashboards and reports.

Key skills and experience required

Demonstrable experience of CRM and e-Marketing platforms and practices, preferably InterAction and Vuture, including expertise in data stewardship, data mapping and user experience optimisation.

• At least five years of relevant experience in a similar role within a legal or professional services organisation.
• Highly proficient in business applications (MS Office: Word, Excel, Outlook, PowerPoint, and ideally Power Automate and Power BI) and marketing tools.
• Strong process orientation, with proficiency in data analysis and reporting, exceptional attention to detail and advanced problem-solving skills.
• Strong communication skills, both written and verbal, including training and presenting.
• Ability to take initiative under direction and ensure work is consistently completed accurately and thoroughly.
• Highly motivated and driven, with a desire to make a meaningful impact and the confidence to assert boundaries and provide constructive feedback when necessary.

Additional information

Please note that this job description is not contractual and may be amended periodically to meet the changing needs of the Firm.

HFW aims to ensure equality of opportunity, and we are actively working towards improving the diversity of our staff. All applications will be considered only on merit and the applicant’s suitability to meet the requirements of the role.

HFW collects and processes personal data relating to job applicants to manage its recruitment process. The firm is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations. For information on how the firm will process your data, please see our Privacy Notice, in the section “What we collect and how we use it”.