CRM Data Specialist — Insights, Support

As an international law firm with offices in Canada, the U.
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. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career paths. 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 requires hybrid attendance in-office. 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. 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. 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. 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. 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. 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. Comfort writing plain-language guides and supporting role-based training. Opportunity to shape the Firm’s CRM data and systems with visible impact. Executive visibility and cross-functional collaboration with BD, Marketing, and IT. Access to training, certifications, and vendor enablement where useful. 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 ~ 15+ vacation days and hybri