Senior Web and CRM Manager

New York, NY

Summary

The Senior Web and CRM Manager (senior manager) will oversee the firm’s website and related microsites, and CRM.

Website

• The senior manager will oversee the strategic planning, development and maintenance of the firm’s main website and the firm’s multiple microsites, as well as other digital properties. The senior manager works closely with global business development, marketing and communications teams, as well as administration personnel, and must have a strong understanding of the firm’s business and the technologies used to enhance business development, recruiting and other profile-raising efforts.
• The senior manager is responsible for directing user experience throughout the firm’s web properties including delivering projects from initial concept through to completion, adhering to timeline and budget. This role serves as a liaison between internal and external web partners and will lead in maintaining the technical aspects of the firm’s web properties and troubleshooting and resolving related issues.
• The senior manager collaborates with firm leadership and leaders in marketing and communications and must regularly monitor legal industry regulations and best practices germane to digital channels.

CRM

• The senior manager will oversee the firm’s global client relationship management system (InterAction) and related systems, and is responsible for ongoing evaluations of the CRM data structure, ensuring the platform is fully optimized, and developing and executing plans and processes to ensure high-level data quality and integrity. The senior manager will manage the implementation of new InterAction enhancements.  

Key Responsibilities

• Manage day-to-day operations, including ensuring that all requests are accurately handled on a timely basis, staffing long-term assignments, managing access privileges, technical troubleshooting, evaluating work product and contributions.
• Ensure all postings to firm’s web properties are made accurately and in a timely manner.
• Manage administrative tasks for web properties, including creating and managing web sections and pages, activating and deactivating bios, provisioning and monitoring backend access to the CMS for firm users.
• Develop and manage enhancements to firm’s website and other web properties.
• Lead SEO initiatives and make recommendations to improve search ranking.
• Ensure platforms are optimized, updated, meet security and data privacy guidelines and conform to best practices.
• Responsible for quality control of all CRM data; ensure data is accurate complete and not duplicative.
• Create and maintain written standards for data entry and maintenance; perform routine quality control checks on data in accordance with InterAction best practices.
• Manage relationships with outside vendors.
• Collaborate with firm’s IT team to manage and troubleshoot technical and security aspects of all platforms.
• Provide user support and training.
• Prepare regular reports and devise strategies to improve performance.
• Monitor and benchmark trends and developments in technology that are applicable to all platforms.
• Maintain current knowledge of “best practice” techniques in the fields of online and emerging web technologies.

Education and Experience

• Bachelor’s degree required.
• 7-10 years’ experience in web project management and digital marketing, preferably within legal, professional services, technology or related industry.
• Demonstrated ability to lead a business function and team.

Knowledge, Skills & Attributes

• Advanced Sitecore CMS and HTML editing experience a plus.
• Experience managing hosting environment.
• Strong knowledge of HTML, CSS, and JavaScript development and constraints.
• Proficient in SEO techniques and best practices (keyword research, meta descriptions, on-site, technical SEO).
• Experience with Siteimprove and BrightEdge a plus.
• Understanding of Google Analytics and other website analytics tools.
• Strong proofreading and editing skills, with the ability to recognize verbal and visual branding.
• Experience with analytics analysis and reporting.
• Proficient in MS Office including Word, PowerPoint and Excel.
• Outstanding interpersonal skills and capability to work effectively with a variety of people and departments.
• Strong problem-solving skills with the ability to think creatively to work through complex issues successfully.
• Strong project and administrative management skills.
• Exceptional time management skills and ability to prioritize and manage multiple projects and deadlines.
• Ability to thrive in a fast-paced environment working successfully with all levels of leadership.
• Strong attention to detail with a highly organized approach to working.
• An excellent team player with strong interpersonal skills, successfully able to build relationships with a variety of diverse stakeholders.