CRM Specialist

Job Description

Position: CRM Specialist (permanent)

Department: Marketing & Business Development

Reporting to: Senior Events Manager

The Role

The CRM Specialist is the primary point of contact in the London office for CRM data management and user support. The role sits within the Marketing & Business Development team and works closely with lawyers and the New York CRM team.

This is a critical role at a pivotal time for the firm, playing a central part in the London office's transition from InterAction to Intapp DealCloud, currently scheduled for Q2 2026. The post‑holder will take ownership of CRM data quality, act as the local subject‑matter expert, and help embed best practice across the office to ensure the CRM is accurate, trusted and used effectively.

Responsibilities

CRM Migration & System Ownership

• Play a leading role in the migration from InterAction to Intapp DealCloud, working closely with the New York CRM team to support a smooth and successful transition.
• Act as the London office subject‑matter expert during and after migration, owning issues, queries and data‑related problem‑solving.
• Support the integration and adoption of DealCloud across the office, ensuring consistency with firm‑wide standards.

Partner & User Engagement

• Provide partner‑facing, one‑to‑one support, demonstrating the value of the CRM in terms of relationship intelligence, "who knows who" insights, relationship strength and BD activity tracking.
• Train the Business Development team, secretaries and fee earners on best‑practice use of DealCloud, tailoring guidance to different user groups and levels of engagement.
• Act as a trusted adviser to partners and senior stakeholders on CRM functionality, data quality, relationship intelligence and how CRM insights support business development and client strategy.

Data Quality & Governance

• Ensure CRM data is accurate, complete and up to date at all times.
• Institute and enforce best practices for data entry, maintenance and governance within DealCloud.
• Maintain clear guidelines, processes and documentation, working in close alignment with the New York CRM team.

Data Management & Reporting

• Maintain and cleanse mailing lists and contact records, including:
• Identifying and resolving duplicate records and data errors
• Researching and verifying changes to contact details (e.g. moves, mergers, name changes)
• Researching and validating mailing and business addresses
• Ensuring consistency across contact and company records

• Enter new contacts into DealCloud, ensuring correct formatting and adherence to firm data standards.
• Generate and maintain searches, reports and lists to support Business Development activity, and work with the practice groups to identify frequently used lists and keep them up-to-date
• Apply judgement around data relevance, accuracy and appropriate use.
• Streamline access to CRM data and improve data sharing across the BD team.

Events and Marketing Mailings

• Working with Vuture, take the lead on managing mail outs of briefings, blogs and other client-facing communications in UK business hours
• Proactively working with the Events team on event invitations and managing RSVPs

Compliance

• Support the firm's compliance with GDPR and other relevant data protection requirements in relation to CRM data.

Skills & Experience

Essential:

• Extensive hands‑on experience with Intapp DealCloud and InterAction in a professional services environment
• Strong data stewardship skills, with a proven ability to manage, cleanse and govern CRM data.
• Confidence undertaking desk‑based research to verify and update contact and company information.
• Exceptional attention to detail and accuracy.
• Proactive, hands‑on and flexible approach, with a strong sense of ownership.
• Strong written and verbal communication skills, with the confidence to work directly with partners and senior stakeholders.
• Ability to work collaboratively within a team environment, demonstrating resilience and professionalism.

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