CRM, Insight and Data Lead

Insights & Data Lead

The Insights & Data Lead plays a pivotal role in ensuring the firm has clear, high‑quality and actionable insight into its clients, referrers, sources of work, and commercial performance. By transforming data, relationship intelligence and market knowledge into meaningful recommendations, the role helps drive strategic decision-making, client development, and firmwide operational effectiveness.

This is a highly visible role with significant autonomy and influence, ideal for someone who enjoys analysing data, spotting opportunities, shaping commercial thinking, and contributing directly to the firm's strategic growth.

Key responsibilities

• Gathering and analysing data on the sources of all new work, including referrals from third parties, BD initiatives and international networks, to monitor strategic performance and refine future investment focus.
  
• Gathering and analysing data on our client base, spread of work (gap analysis), relationships held, recent activity, and financial performance to understand opportunities for growth, identify and mitigate risks, focus future engagement.
  
• Introducing client onboarding standards to better introduce new clients to the firm's range of services, engage with them on their preferences, understand their objectives, and ensure the firm works effectively in retaining them.
  
• Building upon the firm's nascent Key Account programme. For these chosen client accounts this will involve mapping relationships and tracking activity, monitoring engagement, sharing key information and identifying opportunities to widen relationships, and leading regular meetings internally to ensure all lawyers are joined up in the ways they work with each client.
  
• Refreshing and developing the firmwide Client Listening programme, with an emphasis on the commercial client base and referral sources for all teams. This will include the ongoing facilitation of the Client Listening programme from inception to completion, including identifying clients, interviewing clients, identifying follow-up actions, ensuring these are fed back to the client team and actioned.
  
• Analysing and identifying overall feedback trend data and making recommendations to the firm (including presentations at team and Board level, as appropriate) as to areas of client service delivery that could be improved.
  
• Overseeing the data elements of email marketing and automation platforms, including ensuring GDPR requirements are satisfied.
  
• Assisting the firm in understanding its requirements for, and subsequent implementation of, a CRM system (noting that the work undertaken by the role holder will form a significant part of the business case for doing so).
  
• Supporting the team in the preparation of credentials and tender response documentation, particularly the utilisation of client feedback; case studies; legal directory submission content, and other sources of data that aid the firm in showcasing its expertise.
  
• Supporting the team in other relevant activity or initiative with clients and referrers that directly supports new business generation.

What This Role Offers

• Autonomy to shape a developing function and introduce new approaches.
• Direct impact on how the firm manages relationships, wins work, and makes strategic decisions.
• A central role in improving client service, growing key accounts, and supporting the firm's long‑term ambitions.
• The opportunity to build evidence and insight that will underpin future CRM investment and digital capability.

Personal skills and attributes

• Strong analytical skills with the ability to interpret data sets and present insight clearly and persuasively.
• Confident influencing and collaborating with partners and senior leaders.
• Highly organised, structured and detail‑
• Strong understanding of business development processes and what drives client loyalty.
• A proactive, self‑starting mindset; able to work independently while contributing effectively to a small team.
• Curious, commercially minded and able to spot opportunities others may miss.
• Enthusiastic, articulate and confident presenting ideas and leading on projects.
• Passionate about data, continuous improvement and enhancing client relationships.

The role holder will require excellent personal skills (including presentation skills), strong analytical skills, strong administrative skills (including the consolidation, manipulation and presentation of data), a strong ability to problem solve and to use data to identify new opportunities for the firm.

The holder of this role will enjoy considerable autonomy and responsibility, helping to enhance service delivery and relationship management across the firm and the strategic growth of the firm.

Previous experience working in a law firm is not required.
Benefits

• 25 days annual leave plus Bank Holidays
• Contributory Pension Scheme
• Private Medical Insurance
• Season Ticket Loan
• Death in Service Benefit
• Hybrid Working (currently three days in the office and two remotely)

If this job isn't quite right for you, but you know someone who would be great at this role, why not take advantage of our referral scheme? We offer £200 in shopping vouchers for every referred candidate who we place in a role. Terms & Conditions Apply. https://www.ambition.co.uk/refer-a-friend