Ropes & Gray is a preeminent, global law firm. The firm has been ranked in the top-three on The American Lawyer's prestigious "A-List" for seven years and is ranked #1 on Law.com International's "A-List" in the U.K. - rankings that honor the "Best of the Best" firms.

The firm has approximately 2,500 lawyers and professionals serving clients in major centers of business, finance, technology, and government in Boston, Chicago, Dublin, Hong Kong, London, Los Angeles, New York, San Francisco, Seoul, Shanghai, Silicon Valley, Singapore, Tokyo and Washington, D.C.

The firm has consistently been recognized for its leading practices in many areas, including asset management, private equity, M&A, finance, real estate, tax, antitrust, life sciences, health care, intellectual property, litigation & enforcement, privacy & cybersecurity, and business restructuring.

Ropes & Gray is an equal opportunity employer.

The Senior Manager of Customer Relationship Marketing (CRM) will be an accomplished change leader with deep knowledge and experience engaging stakeholders across global offices on enterprise CRM evolution and adoption. The ideal candidate will be an expert on the CRM landscape, including comprehensive knowledge of the various platforms available in the legal industry, best practices, benchmarks and strategy for tracking and increasing client engagement. This position has overall responsibility for the firm’s CRM database (InterAction), including establishing overall strategy for CRM, integrating with other firm systems, and delivering continuous improvement of the system and functionality to support changing business needs.

The Senior Manager of CRM and their team will work closely with others to plan, manage, and deliver targeted multi-channel CRM marketing projects. This position will require a mix of strategic planning, critical thinking, and the ability to execute and assess the performance of CRM-related projects.

This role serves as the department's program manager and liaison to other departments—including, but not exclusively—Client Development, Practice Development, Information Services—for technology-intensive CRM marketing projects. In addition, this position partners with peers in a variety of departments who have responsibility for databases in their specific departments, such as HRIS, Knowledge Management, IS/Applications, to ensure that projects represent both the appropriate strategic focus and the necessary practical business functionality using CRM information.

The senior manager will work with other Marketing Communications leaders to oversee and manage third-party content distributions. This position is skilled at synthesizing information to draw conclusions and provide actionable recommendations on ways to improve distribution and readership.

• Refine and document the firm’s CRM strategy, technical requirements and process that will enable the firm’s business strategy, drive database growth, increase engagement across the firm’s contacts and actionable insights from native reports.
• Collaborate across the marketing and business development department, practice development, attorney talent and other areas to develop and execute targeting strategies that enable practice, client and industry plans and initiatives.
• Fully utilize technology and standardize processes to increase knowledge sharing, efficiency, data quality, and department impact across all CRM operations, tools and systems.
• Drive exceptional internal and external client experiences using technology.
• Create measurable improvement in internal adoption, data quality, external customer engagement levels and other outcomes.
• Reduce manual processes through automation or new integrations between existing systems and/or workflows.
• Eliminate “single points of failure” created by information and access not being documented, shared, and supported by clear escalation protocols.
• Produce strategic, compelling, and error-free deliverables through individual and team processes, including quality control checklists.
• Implement and maintain industry best practices regarding CRM governance and global compliance requirements.
• Oversee day-to-day management of the database, reporting, and contact enhancements that support business development and marketing communications.
• Educate marketing and business development colleagues and internal clients regarding CRM developments and upgrades in the legal industry by proactively networking with industry leaders and researching best in class technologies.
• Work closely with internal business leadership and outside technology vendors to develop strategies to enhance the functionality of the CRM system and other downstream systems.
• Project manage all CRM system upgrades and improvements, including driving support and adoption across the firm.
• Manage day-to-day activities and professional development of CRM team.

• Bachelor's degree and minimum of 15+ years of prior experience in a comparable position, preferably in a professional services organization
• Demonstrated project management experience, as well as marketing-based application software
• Proficiency in systems analysis and design
• Proficient in CRM systems (InterAction+ preferred), SharePoint and Microsoft Office.
• Ability to effectively describe technology and translate user needs into technology requirements.
• Excellent written and verbal communications.
• Highly organized and able to balance multiple simultaneous projects.

Ropes & Gray is proud to offer a comprehensive Total Rewards package to our business support team members. The firm also offers comprehensive health and well-being benefits, personal and professional development, career growth opportunities and a collegial and supportive culture. The anticipated pay range for this role is $133,500-$201,000 in Boston and $140,000-$211,000 in NY, which represents our good faith and reasonable estimate of the starting salary range at the time of posting. In addition, this role is eligible for a discretionary bonus based on performance. The actual offered rate for this position will be determined based on job-related, non-discriminatory factors, including qualifications and experience, geographic location, education, external market data and consideration of internal equity.

This position requires hybrid on-site presence as an essential function of the role. Consistent and predictable on-site presence is required for ongoing business continuity, professional development and effective collaboration with colleagues and management.