Specialist, Client Relationship Management (CRM)

Ranked a Best Employer in Canada for 24 years, Bennett Jones is one of Canada’s premier business law firms and home to 500 lawyers and business advisors. With deep experience in complex transactions and litigation matters, and offices in Calgary, Edmonton, Montréal, Toronto, Vancouver and New York, the firm is well equipped to advise businesses and investors with Canadian ventures and connect Canadian businesses and investors with opportunities around the world. Serving clients since 1922, we are proud to be the firm that businesses trust with their most complex legal matters.

We are currently recruiting for the following role in our Toronto/ Calgary office:

Specialist, Client Relationship Management (CRM)

The Role:

As a Specialist, Client Relationship Management (CRM) at Bennett Jones, you will play a key role in advancing the firm’s use of InterAction by combining strong hands‑on CRM data management with increased ownership of processes, reporting, and end‑user enablement. Building on the firm’s “data champion” foundation, you will take responsibility for ensuring client and company information is accurate, consistently maintained, and effectively leveraged to support business development, relationship intelligence, and firm‑wide initiatives.

Reporting to the Manager, Business Development Technology, you will act as a trusted partner to lawyers, Client and Business Development, Marketing, IT, and other operational teams, actively promoting best practices and supporting adoption of InterAction across the firm. The role involves both executing day‑to‑day data and request management and contributing to continuous improvement efforts, including identifying opportunities to enhance data quality, streamline processes, and expand reporting capabilities. As an experienced member of the CRM team, you will provide advanced user support, contribute to system enhancements and integrations, and support the evolution of CRM standards and governance.

Essential Functions:

Data Quality

• Lead the Data Change Management process: liaising with the CRM Coordinator and others reviewing DCM changes to ensure tickets are processed in an efficient and correct manner
• Oversee the consistent organization of all firm contact folders, mailing lists, and invitation lists so that events and communications reach the right people
• Support day-to-day operations and integrations such as ERM, Client and HRIS and other synchronized integrations
• Use automated searches in order to keep contact records with vital information continuously updated, merge duplicate records, assign people to company records, and identify contact record types
• Generate mailing lists, event invitation lists, and other ad-hoc contact lists, and maintain existing lists/archive old lists
• Develop and maintain system documentation, standard operating procedures, knowledge articles, and training materials to support repeatable, auditable CRM operations
• Work with other departments (human resources, finance) in order to update contact records with additional important information (client identification, alumni management, etc.)

Operations & Strategy

• Through existing expertise and ongoing learnings, recommend system and process enhancements and integrations to increase the efficiency and effectiveness of CRM operations and deliveries
• Oversee all CRM workload, working with other members of the marketing and business development team to triage requests, keeping them informed on new system and process updates
• Work with others in the marketing and business development team, as well as other departments, in order to connect information sources and help to create a unified contact view
• Be a trusted advisor to members of the marketing and business development team, helping to improve contact-related processes and initiatives on an ongoing basis
• As and when directed, manage vendor relationships

Change Management/Client Service

• Be a go-to CRM expert for legal assistants and lawyers in all Bennett Jones offices, providing ongoing training, support, and advise while addressing concerns and help requests in a timely fashion
• Work to promote InterAction adoption across the firm, through positive communication with end-users, and provide real-world examples of how the system can enhance user success
• Providing support to the marketing and business development team and/or other internal functional groups on time-sensitive client requests, including advice on how they can generate targeted list pulls, analytics and reporting
• Monitor and update contact details and subscription preferences, and respond to client inquiries related to e-alerts, publications and events

Qualifications:

• Post-secondary education in marketing, business administration, commerce, or an IT-related discipline or related experience in a full-service law firm
• Minimum 5 years' experience maintaining and/or managing a Client Relationship Management platform (Salesforce.com, Microsoft Dynamics) with LexisNexis InterAction experience including its various admin / user interfaces strongly preferred
• Solid understanding of data management and the importance of data quality tasks such as data manipulation and mining
• Familiar with analysis, analytical tools, researching, CASL compliance and reporting
• Excellent communication skills with ability to communicate with individuals at all levels of the Firm
• Methodical and thorough with a strong focus on attention to detail, accuracy and an understanding for the need of documentation and well-defined procedures
• The desire to embrace excellent customer service, addressing requests and questions with urgency and a dedication to client satisfaction
• Ability to learn quickly, work effectively with others and independently and manage priorities in a fast-paced, dynamic work environment
• Experience in a law firm is an asset

Additional Details:

• Compensation: $70,000- $85,000 per annum
• Vacancy: This position is for an existing vacancy

Apply To:

Human Resources
Bennett Jones Services Limited Partnership
3400 One First Canadian Place
P.O. Box 130
Toronto, ON M5X 1A4
E-mail:  hrdepttor@bennettjones.com

All offers of employment are conditional upon the satisfactory verification of a Canadian criminal record check and social media search.  Determination of the factors that constitute satisfactory verification is within the sole discretion of Bennett Jones.

This position will remain open until a suitable candidate is found.

Bennett Jones is committed to providing accommodations throughout the recruitment process in accordance with the Accessibility for Ontarians with Disability Act, 2005.  If you require accommodations, please notify us and we will work with you to meet your needs.  We are proud to be an equal opportunity employer.