CRM Analyst

7 days ago

Toronto, Canada Dentons Full time

Toronto, ON, CA Calgary, AB, CA Edmonton, AB, CA Ottawa, ON, CA- Feb 1, 2024Dentons is designed to be different. Our firm leads the way in a rapidly changing legal marketplace. We challenge the status quo and deliver consistent results as well as uncompromising quality and value to our clients. Our global presence is renowned with over 21,000 individuals in more than 200 offices across 80 countries.

Dentons Canada is committed to its people and communities. We are consistently recognized as an employer of choice having received numerous awards including being selected as one of Canada’s Top 100 Employers (2024); Canada’s Top Employers for Young People (2023); Alberta Top 75 Employers (2023), Canada’s Best Diversity Employers (2023); Mansfield Rule 4.0+ Certification; Chambers Diversity & Inclusion Awards, North America 2021; and Canada Law Awards for Pro Bono Initiative of the Year 2021.

This role is an opportunity for you to join the world’s largest law firm, a firm that offers opportunities to build your career while growing your skills and deepening your expertise.

***

We are seeking a talented and motivated CRM and Digital Marketing Specialist to join our team.

Digital Marketing plays an integral role at Dentons by providing multiple client touch points ranging from sharing thought leadership, event invitations, and website content. Our objective is to provide interested parties with relevant, useful, and timely information, to enhance existing relationships, generate leads and improve client outcomes.

This role will focus on working closely with the Canadian team to drive digital and data initiatives to champion, promote, and encourage the use of the CRM (InterAction), and ensure our clients are receiving insights critical to their business.

**KEY RESPONSIBILITIES**
- Lead efforts to champion, promote and encourage the use of the firm's CRM system, InterAction, and its associated processes.
- Collaborate with team members to leverage CRM for projects and tasks.
- Support running the firm's CRM business tool, InterAction, aligned to policies and procedures, including data protection.
- Manage the Canada DCM inbox, and liaising with digital team members and project sponsors to ensure tickets are processed in an efficient and correct manner.
- Assist in the creation, analysis, and interpretation of reports as requested.
- Create bespoke reports where required, either in the InterAction Report Manager or using the export function.
- Proactively manage data quality in InterAction for key sets of data.
- Provide training to end users to promote best practice use of InterAction and supporting processes
- Handle requests for assistance with InterAction and CRM in a timely and efficient manner.
- Assist where directed on Digital Marketing and wider Marketing team projects, initiatives, and programs
- Actively promote, develop, and implement approved best practices and monitor their effectiveness.
- Bring forward recommendations for improvements to the department’s systems, business processes and procedures
- Demonstrated commitment to privacy and ethical conduct.

**REQUIRED EXPERIENCE, SKILLS & ATTRIBUTES**

Technical experience and skills
- Sound understanding of CRM principles in professional services, ideally legal
- Sound knowledge of InterAction, including its various admin / user interfaces and associated modules (3+ years)
- Familiarity with Vuture will be beneficial
- Solid understanding of data management and the importance of data quality tasks
- Comfortable with databases, data, manipulation, and mining
- Familiar with analysis, analytical tools, researching and reporting

Personal skills / attributes
- High level of analytical, logical thinking
- Strong problem identification and problem resolution skills
- Adept communicator, with ability to communicate with individuals at all levels of the Firm
- Highly organized and able to proactively manage schedules and tasks
- Methodical and thorough with a strong focus on attention to detail, accuracy, and an understanding for the need of documents and well-defined procedures
- Able to work effectively with others and independently
- Energetic, self-motivated and results-oriented
- Can show initiative and the ability to be proactive, while also being able to follow instructions and provide support to the team
- Able to exercise tact and diplomacy in an organizational setting
- Flexibility to work outside of regular business hours if required, to support Firm priorities

**_We thank all applicants for their interest, however, only those selected for an interview will be contacted._**
- At Dentons we are committed to offering equitable and competitive pay, we achieve this by aligning internal salary ranges for specific roles to similar positions in the external market. In the normal course, our practice is to hire, transfer and promote employees within the entry part of our range, adjusting as needed based on the prior experience, skills and

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