CRM Insight Analyst

1 week ago

Sydney, New South Wales, Australia Clyde&Co Full time
Job Title

  • CRM Insight Analyst
  • Job Location
  • Sydney
  • Job Type
  • Business/Professional Services & Support
  • Expertise
  • Business Development
  • Description
The role can be based in any of Clyde's APAC offices and reports to the Head of Business Development. With coverage across Clyde's APAC offices there may be some travel involved.

Using the firm's different datasets to provide analytics and data visualisation to the wider team, combining them where possible.

The firm's choice of tool for data visualisation is Microsoft Power BI, and until now, reports and dashboards have been produced through a combination of static and live connections.


About the role

  • Work with the Business Development Manager to support the BD global leadership department in the compilation and presentation of BD program performance reports for global and regional boards (and other business areas as required)
  • Work with specialist BD teams to analyse and report on their respective data sets to illustrate performance and trends and inform future tactics
  • Identify data quality issues and work with respective teams to implement remedial plans for future accuracy; track and drive these remedial plans
  • Proactively drive a data use culture across global BD through dialogue with department members
  • Learn the strategy and tactics of the global department and specialist teams to ensure data insight is complimentary and focused.
Specialist teams include, but are not limited to: Marketing (campaigns, social media, website); client insight; pitch; client relationship management.

Client Relationship Management

  • Actively promote the utilisation of InterAction as a single, centralised source of client and target contact data across the region
  • Ensure secretaries, fee earners and other users of the system have a high level of awareness of data integrity requirements
  • Work closely with the Central CRM team and business development managers to ensure the system supports business development initiatives / activities across the region.
Data Quality

  • Drive the APAC Data Stewards in performing their data quality work and give feedback on their performance
  • Assign DCM tickets to relevant Data Steward groups and guide them (Data Stewards) in properly working the tickets in line with the established best practice policy
  • Improve the overall quality of the region's contact data by reducing stagnant, duplicated and bad/incomplete contact records
  • Work with secretaries and fee earners to clean their InterAction contact list, ensure their business contacts are shared to the firm, are accurate and are receiving the relevant firm updates or event invites
  • Upload or import contacts for the firm's new joiners
  • Facilitate the data quality developing process and administering contact updates with fee earners and support staff, by way of running bounceback reports and recording subscribe/ unsubscribe requests.
BD, Marketing and Communication

  • Work with the Singapore BD Assistant in the events process which involves building targeted client mailing lists, preparing invitations and processing RSVPs
  • Ensure database system use for BD initiatives and activities are aligned to best practice
  • Run ad hoc reports as requested by users and team members
  • Regularly communicate with system users on updates, best practices and useful functionalities of the system
  • Seek feedback from partners on delivery of benefits of the database and communicate to the CRM team
  • Continually educate users (fee earners, secretaries, BD, Mktg, etc) of their responsibilities as end users, ensuring any useful feedbacks are communicated to relevant parties.
Support and IT

  • Whenever needed, provide assistance to IT support and IT Training on any InterAction related queries, requests and issues
  • Liaise with IT training to ensure new joiners received training prior to system account/access creation
  • Provide coverage support for other InterAction team members when necessary
  • Be involved or participate in global projects or process development to enhance the utilisation of the database which improves processes and create efficiencies.

Essential Skills and Experience

  • Strong overall data analytics capability
  • Solid understanding of data modelling and relationship schema
  • Experience with reporting visualisation tools, preferably the use of DAX through Microsoft Power BI, however other platforms such as Tableau would also be advantageous
  • Use of Elite 3E or SSRS reporting
  • Experience of working with CRM data to build reports on customer/client relations
  • Basic understanding of Microsoft Azure Data Lake
  • A passionate, datadriven mindset with a strong desire to increase capabilities
  • Strong organisational and project management skills
  • The ability to work under pressure and to tight time frames
  • The ability to understand complex management information
  • Strong attention to detail
  • Proactive team player
  • Strong verbal and written communication skills

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