CRM Coordinator

ABOUT GOWLING WLG At Gowling WLG, our commitment to excellence begins with our people. As an international law firm with offices in Canada, the U.K., Europe, the Middle East, and Asia, we’re proud to recruit and retain top talent who bring energy, insight, and a singular focus on delivering exceptional experiences – for our clients and each other. We’re intentional about building a workplace that’s both high-performing and supportive, ensuring that everyone is empowered to do their best work and reach their full potential. Our culture is grounded in our shared values: Raise the Bar, Embrace Differences, and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career paths. Whether you’re pursuing a role in law or business services, explore what’s possible and make your mark with Gowling WLG. PROFILE The CRM Coordinator supports the day-to-day administration and dependable use of the Firm’s CRM system. In this role, you will focus on data accuracy, quality, and consistency, ensuring records are up-to-date, trusted, and easy to use, and develop ideas and solutions to resolve issues or increase the efficiency and adoption of the tool. As the first point of contact for users, we are looking for a business-minded and service-oriented CRM Coordinator who takes the time to understand the Firm, user roles, and their specific needs to deliver insights and support that make their day-to-day easier. The individual will help colleagues get value from the system by providing proactive support, preparing lists, developing reports and insights, and enabling scheduled data hygiene tasks to continuously improve the system, its data, and its value. You also help maintain guides and resources, assist with testing and updates, and ensure the CRM delivers against its promise as a business development tool that supports opportunities, campaigns, client relationships and engagement, and most importantly, business growth. This position can be based in our Ottawa, Toronto or Calgary office. RESPONSIBILITIES Data Management and Quality Keep CRM data accurate, current and consistent through regular updates, routine enrichment and deduplication, reducing errors and improving consistency to ensure an accurate view of our relationships, contacts, and opportunities. Monitor data quality, flag issues quickly, and respond swiftly to recommend fixes to maintain trusted records, escalating when needed, and communicating clearly so requests are closed on time. Support ongoing clean-up projects that improve the reliability and usability of the CRM. User Support Act as the first point of contact for CRM questions, resolving common issues quickly and escalating when needed, ensuring users feel heard and supported. Track user requests through to closure and keep colleagues informed with clear updates and communications. Capture recurring user issues and play an active role in helping to shape training, support materials, and ongoing system or data improvements. Your impact shows up in trust: fewer data issues, faster turnaround on requests, and growing confidence and adoption of the CRM across the Firm. Lists and Reporting Build, QA, and deliver mailing and event lists that are accurate, on-time, and actionable, enabling smooth execution of campaigns and events. Prepare reports and saved views that give stakeholders quick, reliable insights at their fingertips so they can stay informed and keep their stakeholders updated, pivoting as needed in their approach. Testing and Change Support Assist with preparing and executing test cases for CRM updates and new features as we evolve our usage and connections to other tools. Log results, validate changes, and elevate issues promptly to keep the platform dependable. Contribute to platform reviews by surfacing recurring issues and suggesting fixes. Ensure testing adds stability: updates are prepared, tested, and logged so the CRM remains dependable after changes. Documentation and Training Build, maintain, and update CRM resources and support materials to help colleagues and Firm members use it with confidence, such as end-user guides, quick references, tips and tricks, and templates so they’re clear, easy to understand, and user-friendly Support role-based training sessions by coordinating logistics, updating materials, and answering user questions. Collaboration and Coordination Collaborate with stakeholders to streamline and standardize business processes using CRM. Partner with IT and internal stakeholders on incidents and small projects by keeping statuses visible and ensuring updates are tracked. Supporting other BD & Marketing tools as needed. QUALIFICATIONS Post-secondary education in a relevant field or equivalent experience. Minimum of 2–3 years of experience working with a CRM and marketing technology in B2B or professional services in a data focused role. Tech-savvy with deep experience working with data tools and within the Microsoft 365 platform. Able to learn new platforms quickly with an interest in new tools, continuous improvements, solving issues, and turning raw data into business insights. Proven experience maintaining CRM data quality: updating records, enriching information, deduplicating, and merging data. Ability to create reports, dashboards and views and check data accuracy before release. Working knowledge of Canadian privacy and consent (incl. CASL), suppression, and retention basics. Highly accountable, action-oriented, and eager to learn. Team player with the ability to collaborate widely and stay connected, while also working independently. Comfort writing plain-language guides and supporting role-based training. Ability to work in a fast-paced, matrixed organization with competing deadlines. Clear, respectful communication and teamwork with stakeholders and vendors. WHAT WE OFFER Opportunity to shape the Firm’s CRM data and systems with visible impact. A collaborative, inclusive, growth-oriented team that values craft and outcomes. Professional development, mentorship, and clear progression pathways. Executive visibility and cross-functional collaboration with BD, Marketing, and IT. Access to training, certifications, and vendor enablement where useful. BENEFITS/PERKS Gowling WLG’s total rewards program is designed to foster a culture where high performance and personal well-being go hand-in-hand. We support your career and life with: 100% employer-paid health, dental, and mental health coverage, plus an annual lifestyle spending allowance Benefits coverage for Firm members and their dependents from day one 15+ vacation days and hybrid work flexibility Parental leave top-up for 26 weeks (after 12 months of full-time employment) Group Retirement Savings Plan with employer match Financial protection through short & long-term disability, life, accident & critical illness insurance Employee & Family Assistance Program, guided CBT, and an internal network of 120+ trained Mental Health First Aid responders Recognition awards, appreciation events, and a supportive, collaborative work culture Perks and preferred pricing programs, referral bonuses and more Gowling WLG is dedicated to building a diverse and inclusive workplace. If you are in need of accommodation or support at any time during the recruitment process, please let us know. #J-18808-Ljbffr