CRM Senior Executive

Watson Farley & Williams is an international law firm advising on complex disputes and transactions through local knowledge and an integrated international network.  We have a strong sector focus, combining our technical excellence with deep industry knowledge across Energy, Transport and associated Infrastructure.

The firm has achieved rapid expansion and year-on-year growth owed almost entirely to a focused strategy, strong leadership and the quality of its people.  The next stage in the firm’s growth plan is to achieve full-service strength within core sectors across the global platform.

We strive for excellence in all that we do and view investment in our people as key to achieving our business goals and values, which rest on developing deep and long-lasting relationships externally and internally through respect, sharing, communication and integrity.

Our global practice is integrated across our offices in Europe, the Middle East, Asia, Australia and North America delivering consistently high levels of service across borders and locally through a deep understanding of local business customs and culture.

We are committed to creating an inclusive workplace to attract and retain the most talented people from all backgrounds and cultures.  We believe in celebrating difference and that people from any background can rise to the top, ensuring opportunities to develop and progress are available for all.

The global Business Development and Communications team comprises over 50 business development, communications and marketing professionals based across the jurisdictions where we have an office. As our route to market is through our global sectors and our clients are international, team members regularly collaborate to deliver cross-border campaigns and global projects.  It is a close-knit and very supportive team with an excellent reputation across the firm.

Working in partnership with the Global CRM manager, this role requires an individual who has used a CRM system for at least four years.

With the firm migrating to InterAction Hybrid Cloud in 2025, there is an opportunity in this role to work closely with the Global CRM Manager and key stakeholders to ensure the success of the roll out and champion the new system. This is an international project, and the role will likely require some traveling across our offices.

The role will require someone who is comfortable promoting and effectively selling the product/system to the partnership. Therefore, training fee earners and PA’s on the system will be a crucial part of this role.

This role requires someone who will be able to properly sell the key attributes of CRM during new joiner training sessions to different audiences in the firm. Partner training is different to PA training and a skill set for doing both well is crucial.

In addition, this role will also entail certain administrative tasks such as looking after the CRM inbox which covers CRM queries from across the firm. We will also need the successful candidate to look after our new Cirrom data system and maintain the data integrity generally on InterAction.

Josh Roche – Global CRM Manager

• Helping the CRM manager reposition CRM internationally by actioning tasks on the project upgrade timeline:
  • Learning new software and working with the super users across the offices to upskill.
  • Working with the BD team to promote the new system to the partnership.
  • Archiving data regularly and helping the CRM manager produce a strategy for regular archiving.
  • Maintaining and producing new data entry standards by using the data minder function in InterAction.
  • Becoming the go-to person for queries and reporting.
  • Training all users on the system internationally (in person and via Teams/Zoom).
  • Providing general project support.
• Providing regular and ad hoc reports from the CRM system for departments across the firm.
• Training new joiners (PA’s and Fee Earners) on InterAction.
• Training new Business Development and Communication team joiners on Vuture.
• Being responsible for Vuture reporting and preference manager.
• Working with the Business Development and Communications team to help distribute e-marketing campaigns.
• Being responsible for GDPR standards on sending Marketing lists within InterAction.
• Working with the CRM Manager to grow and maintain our CRM page on Ignition (the firm's Intranet). Updating user guides and creating video guidance.
• Maintaining and promoting the use of Power Bi reports across the Business Development and Communications team.
• Maintaining and managing our Correspondent Law Firm portal (CLF). This is a database that we created that sits on our Intranet page. The data is stored within InterAction and is feed through via an API.
• Working with senior management to ensure user adoption of the CRM system and best practice.
• Maintaining and executing the data cleansing/maintenance strategy.
• Seeking out opportunities for data to be used to add real value to the business.

• Demonstrable understanding of business development strategies and CRM processes within the professional services industry, including the ability to influence and promote the benefits of CRM.
• A good knowledge and understanding of CRM tools and their application in client relationship management.
• Experience of using InterAction or a CRM equivalent at a professional service firm.
• Experience in working with data analysis and segmentation.
• Excellent attention to detail and an innate appreciation of data structures.
• The ability to analyse data and derive themes and trends and be able to distil and present such findings in a confident and influential manner.
• Excellent research, organisation, planning and time management.
• Training new joiners at all levels and ad hoc training.

• Previous use of Power Bi reporting is not essential but is useful.
• Knowledge of Vuture or any other ecomms system e.g. Concep.
• Good Excel skills (intermediate level).
• Good problem-solving skills.

• Good presentation skills.
• The ability to use own initiative.
• The ability to manage priorities and deadlines efficiently and prioritise work.
• The ability to work well under pressure.
• An understanding and demonstration of WFW's core values of respect, sharing, communication and integrity.

We offer a competitive benefits and wellbeing package for all employees.

The Firm promotes a culture of agility and flexibility and is fully supportive of flexible working arrangements where these can be accommodated.

Respect for different backgrounds and perspectives is at the heart of our firm’s core values and we recognise the importance of fostering an inclusive environment that allows everyone to reach their full potential. This is a key feature of our Global Code of Conduct, which places diversity and inclusion at the centre of our firm’s ways of working.

We believe that exceptional client service can only be delivered by exceptional people. For this reason, we aim to attract, retain and develop the best talent from a wide range of backgrounds. All decisions relating to employment will be objective and based on merit and ability.

We are committed to ensuring that our recruitment processes are as inclusive and barrier-free as possible. This includes making adjustments for candidates with a disability or long-term health condition.  If you require adjustments to be made at any stage of the recruitment process, we’d encourage you to get in touch with a member of our team who would be happy to discuss options with you.