The Senior CRM Coordinator will be part of a high-performing data steward team, responsible for maintaining the integrity of data in the firm's global client management system (Baker CI) and InterAction for the relevant offices.

The role holder will serve as the frontline to the business both directly and indirectly (via ServiceNow) to support their CRM queries and influence the best practice use of Baker CI and InterAction. They will therefore split their time across both systems working closely with the Baker CI Solutions Delivery Unit (SDU) team to provide support as defined in the responsibilities below.


  • Maintain the integrity of data in Baker CI and InterAction by adhering to strict data quality and validation processes as defined in the BCI and InterAction data governance framework
  • Manage the Baker CI DQA and InterAction Data Control Management Inbox including resolution of tickets, researching data reliability, and liaising with lawyers and assistants regarding unresolved tickets
  • Contribute to the development and refinement of Baker CI data governance processes, tools, and dashboards as the system evolves
  • Assist with documenting data governance processes and developing training materials to facilitate ongoing learning and sharing of knowledge
  • Maximise Platform tools and Excel to efficiently clean data
  • Become deeply familiar with the Dun & Bradstreet integration with Baker CI and how our client data is structured to troubleshoot and work with the SDU and DQT team to resolve issues
  • Collaborate and work with the Baker CI SDU on ad-hoc data quality exercises and proactively scrutinize our client data to identify areas that need focus
  • Assist with UAT for new releases/upgrades as directed by Baker CI SDU
  • Support Baker CI and InterAction users across the firm through Service Now and adhere to the SLAs to ensure requests are executed on time
  • Management of global opt-outs and contact preferences to support client alerts and events run by BDMC
  • Support other BDMC projects as necessary such as Marketo
  • Assist functional managers with the support and development of team members and provide cover support as needed

Skills and Experience:

  • Strong experience working in a marketing or business development environment in Professional Services with CRM database experience. Whilst not essential, prior experience working within the legal industry will be highly regarded
  • College or tertiary education degree
  • High level of proficiency using Excel, Word, and Outlook
  • Excellent written/oral communication skills at all levels
  • Competency in data management and reporting
  • High work standards, accuracy, and attention to detail
  • Good organizational and prioritization skills
  • Methodical and process driven
  • Ability to meet deadlines and objectives
  • Ability to work well in both a team and individually, using own initiative
  • Interpersonal skills to work in a remote team and ability to communicate effectively with partners, lawyers, and BDMC professionals
  • Client service focus, flexibility, can-do attitude; motivated and enthusiastic; personal drive and energy
  • Team player with a highly proactive and motivated approach
  • High level of proficiency in using the internet for research
  • InterAction or other CRM database knowledge is desirable
  • People Management skills are desirable