Marketing & Business Development Systems Advisor
6 months ago
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ROLE DESCRIPTION
Our growing and innovative M&BD department is looking for a skilled and experienced Client Relationship Management) CRM Systems Advisor, with deep knowledge of InterAction, to join our M&BD Systems team.
- InterAction (Lexis Nexis) - Client Relationship Management
- iPublish (Concep) - E-marketing
- Introhive - Client Intelligence
As the lead for management of our CRM system, this person will play a crucial role in the successful service delivery, management, and optimization of our InterAction system and how it works alongside the other technologies and processes at the firm, with an emphasis on data protection.
They will work collaboratively with their team, IT and technology vendors to support all business development and marketing colleagues, plus other users across the business, to deliver against the firm’s strategy and goals.
KEY RESPONSIBILITIES
CRM Administration:
- Oversee the day-to-day management of the CRM platform, ensuring data accuracy, integrity, and security.
- Customize and configure the CRM system to meet the specific needs of the firm, collaborating with key stakeholders to gather requirements.
- Work closely with the technology vendor on all aspects of system maintenance.
- Lead the implementation of CRM enhancements, upgrades, and integrations with other business systems.
- Collaborate with IT and other relevant departments to ensure seamless integration and functionality across platforms.
- Support with troubleshooting any technical issues with the technology systems.
Data Management:
- Develop and implement data quality standards and protocols to maintain accurate and up-to-date client information.
- Monitor data hygiene, conduct regular audits, and troubleshoot data discrepancies.
User Training and Support:
- Provide training to end-users to ensure efficient and effective utilization of each of our marketing technology systems.
- Provide user support through tickets logged on the Service Now platform, adhering to SLA’s and best practice.
- Act as the go-to person for CRM-related inquiries and issues.
Reporting and Analysis:
- Generate and analyze reports to evaluate the effectiveness of CRM and e-marketing strategies and make recommendations for improvement.
- Work closely with business development and marketing teams to provide insights and support data-driven decision-making.
Security and Compliance:
- Review and update backend systems to ensure administrative accuracy.
- Implement and enforce security measures to safeguard sensitive client information.
- Ensure compliance with data protection regulations and industry best practices, performing data privacy and compliance reviews and updates for systems as needed.
M&BD Projects:
- Supporting the Head of M&BD Operations and Systems on large projects and taking the lead on smaller projects, including project planning and management to ensure projects are successful and meet deadlines.
EDUCATION:
- Grade 12 or equivalent (NQF 4) - Required.
- Bachelor’s degree with an emphasis on IT, Information Systems or Business plus marketing or law - Required.
EXPERIENCE:
- Proven experience (5+ years) in CRM administration, preferably within a legal or professional services environment.
- In-depth knowledge of InterAction CRM system, preferably with proficiency in other marketing technology platforms including Concep iPublish and Introhive.
- Extensive user support experience, including managing multiple team members through a tickets system across multiple workstreams
- Strong project management skills with a track record of successful CRM system maintenance, upgrading and improvement.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
- Understanding of data privacy laws and regulations.
SYSTEM SKILLS:
- Lexis Nexis Interaction CRM - Advanced
- Sharepoint, alternative CRM systems, and e-marketing - Advanced
- Microsoft Office, particularly developing and working with PowerPoint and Word templates - Advanced.
MENTAL & ENVIRONMENTAL / LEGAL REQUIREMENTS
- Ability to handle queries efficiently with diplomacy and tact.
- Adapting and responding to change
- Strong work ethic with an inherent sense of urgency
- Delivering results and meeting business expectations
- Working constructively with others
- Delivering through others
- Must be able to handle pressure, setbacks and a high level of stress
- Must be able to work to deadlines
- Must be able to maintain strict adherence to confidentiality policies.
- Must have clear criminal and credit records.
KNOWLEDGE AND SKILLS:
- Analytical skills
- Organizational and time management skills
- Excellent written and communication skills
- Project Management experience
- Commercial awareness, understanding of industry trends and implementing best practice
- Ability to deal with matrix m
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