CRM Coordinator - 12 month fixed term contract

Chapman Tripp
28 March 2019

Position summary

Chapman Tripp uses InterAction as its CRM system. The role of CRM Coordinator is an integral part of the Clients & Markets team (C&M team) to help promote the use of the system within the business.

The Coordinator is responsible for:-

  • maintaining and managing the system, including updating data, managing licenses and configuring profiles,
  • implementing an internal communications programme to drive engagement,
  • reporting and analysis of key client engagement,
  • responding to all stakeholder enquiries,
  • providing user training to both existing staff and new starters,
  • coordinating the ‘super user’ network to manage data change management, and
  • offering guidance on best practice for use of the CRM system.

The Coordinator will continue to refine processes to help the C&M team to manage and report on information in the system. The focus on using data to inform our strategic programmes and direction needs to become more formalised. The growth aspect of this role will be to move towards business analyst responsibilities, reporting key findings, trends, insights and outputs.

Position Report

This position reports to the National Events Manager

Position location


Working relationships

The CRM Coordinator works closely with the National Events Manager and other members of the C&M team to design, update and embed business processes to maximise use and engagement with the system across the firm.

The Coordinator has a close working relationship with the IT team and external suppliers who provide support to the firm (CRM database and eMarketing software). The Coordinator is the main point of contact for the firm with the suppliers.

The Coordinator works closely with super users and Legal Administrators (LAs) across the firm to help manage the update of contact information, and ensure data updates are carried out accurately and in a timely manner.

The Coordinator is the first point of contact for the full range of stakeholders who have questions about the database, system set up and data management.

A close working relationship will also exist between this position and the key points of contact within the firm of other systems with which InterAction may integrate, i.e. the practice management system.

Key tasks and responsibilities

The key day-to-day tasks and responsibilities of the CRM Coordinator are to:

  • Act as a first line of support for lawyers and LAs across the firm, engaging with users to encourage buy-in and developing the culture of change in conjunction with the relevant C&M team members.
  • Proactively work with the C&M team to produce standard and customised reports from the database to meet stakeholders’ requirements, either independently or working in conjunction with the in-house report writing resource for more complex reporting to ensure transparency and high engagement with the system.
  • Work with members of the C&M team on an ongoing internal communications programme to ensure successful cultural change among a variety of stakeholders, including project planning, regular communications and updates, reward and recognition programmes and activity monitoring.
  • Work with the Client Services Manager and other members of the C&M team to help facilitate the monthly client survey programme
  • Proactively look for new ways to use the system to encourage further development in supporting the firm’s strategic goals, working closely with the C&M team on strategy and planning.
  • Work with teams to find solutions for requests for enhancements to the database to assist either in their working practices or help deliver on their business plans.
  • Coordinate the configuration of the system, including lawyer and team profiles, setting proxies, alerts and configure relevant team data.
  • Researching new and innovative ways to configure the system to support our strategic initiatives.
  • Manage the logistics and delivery of training to existing staff and new starters. This may include team sessions, one-on-one sessions in person or remotely, as well as making continuous improvements to the training tip-sheets as the embedding phase progresses.
  • Help design and implement firm policies, data protection regulations and best practice in conjunction with LexisNexis resources, and work with the National Events Manager to refine business processes documents for the use of the system.
  • Establish and administer data management tasks and processes relating to Clients & Markets to ensure that information is kept up to date, e.g. managing bounce-backs, new contacts, archiving and new subscriptions.
  • Work with the C&M team’s communications specialists to manage contact preferences and monitor marketing lists.
  • Administer processes for ongoing maintenance of data, including running regular audits on data quality and periodic data-cleaning exercises using the InterAction tools available
  • Deliver extended LA user training, building up a trusted network of super users across the firm.
  • Coordinate the ongoing management of data, either directly or working with super users across the firm.
  • Research missing contact information or coordinate research and updates across the firm.
  • Undertake any other tasks identified to assist in this strategic project.

Essential skills and experience

  • Experience of a CRM system (2-3 years) – InterAction preferred.
  • Experience in a professional services environment is highly desirable.
  • Experience in data interrogation and customising reports.
  • Methodical approach to data entry and research skills.
  • Experience in developing, drafting and implementing database procedures and protocols, and training end-users.
  • Experience in project planning and the documentation of business processes.
  • Experience in training a range of users on CRM solutions.
  • IT trouble-shooting experience.
  • Proven organisational and time management skills – with the ability to work to tight timeframes and to juggle priorities.
  • Persuasive and comfortable liaising with people with a wide range of technical skills and expectations in relation to the database.
  • Excellent attention to detail with strong proof reading and numeric accuracy skills.
  • Excellent Microsoft Office (including Word and Excel) and PC skills.
  • An experienced coordinator with no CRM experience willing to learn the system may also be considered for this position providing the requirements for other experience and personal attributes are met.

Personal attributes

  • A self-starter who can take ownership and responsibility for all projects tasks to deliver a consistently high level of results.
  • Methodical and process oriented.
  • Flexible and committed, actively promotes and demonstrates openness to change.
  • A collaborative working style and a team player who enjoys working in a busy environment.
  • Maintains composure and objectivity when under pressure.
  • Organised and able to multi task, prioritise and delegate effectively.
  • An energetic, robust, self-starter, and solutions oriented.
  • Responsible and proactive.
  • Resilient.
  • Sense of humour
For more information about this role, please contact our recruitment team at or apply directly via seek.

Powered by Wild Apricot Membership Software