Marketing & Business Development Systems Advisor at Hogan Lovells

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.