Specialist, CRM*

Reference # SCRM_-_02-22-19
Open Date February 22, 2019
Location Montréal

The Specialist, CRM will be expected to be an internal thought leader for CRM experiences and partner with our Business Development and Marketing Communications functions to define and grow their business initiatives. The Specialist, CRM will be expected to be up on the latest and emerging industry best practices and have developed strategic CRM programs that may assist the firm in building our thought leadership and lead generation.

The Specialist, CRM will be expected to

  1. Work with functional areas to understand business processes and aid users in becoming more efficient and effective in using CRM and associated Business Development/Marketing systems;
  2. Serve as the Firm’s local database expert and representative for all queries related to CRM database, direct mail, contact management and area resource for the firm’s CRM system.

As part of the national CRM Team, CRM specialists continuously work to ensure the CRM system is a highly valuable resource for the Firm and aligned to strategy of establishing, developing and maintaining long-term valuable business development relationships.

This position is part of the Firm’s Business Services department and reports to the Senior Manager, CRM. The Firm’s Business Services department is a dynamic group of professionals who work effectively as a team, but enjoy an environment allowing for creativity and growing responsibility.

Key Responsibilities


  • Develops, documents and revises system design procedures, test procedures, and quality standards
  • Develop technical solutions (programs) to create data files to load data from the external systems and/or upload data to the external systems
  • Assist in resolving technical issues that arise within CRM and other related systems
  • Act as the area point person for all data quality standards, including best practices for data entry, nomenclature standards, project-related data entry process, formatting guidelines and archival of data, reports, etc.
  • Lead local area legal assistants in the development and maintenance of a national CRM database to ensure accuracy, completeness, and integrity of the information; act as the primary resource for questions from local end users; and liaise with the Senior Manager, CRM and IT department regarding issues, enhancements and upgrades
  • Data change requests, including review of all data requests & required research to either approve or reject proposed user changes to data in the system. Requires direct communication with users as well as self-directed research to ensure accuracy of information (i.e., direct calls to contacts, organizations and/or internet searches, etc.)


  • Manage and refine the local distribution of publications (printed or electronic) and communication materials including various publications, newsletters, alerts, brochures, invitations, etc. Manage local bounce-backs and RTS
  • List and campaign initiatives; building and refining knowledge base of BLG permission-based contact lists for mailing consistency, efficiency and cost effectiveness
  • Continuous reviewing of the database to proactively create new and maintain existing searches and to identify inconsistencies in the data
  • Provide analysis of digital metrics and provide report summaries to clients for individual campaigns or quarterly reports
  • Stay abreast of e-Marketing best practices to continuously improve and update firm offerings


  • Performs legal assistant training in conjunction with the Firm’s trainers, including one-on-one and group sessions either locally or by webinar
  • Co-ordinate with training representatives to develop training programs and support materials enhancing BLG’s ability to maintain contacts and thus the integrity of the database

Communication/ Administration

  • Provide regular status and update on all CRM programs on a regular basis and offer recommendations for continual improvement
  • Stay informed of developments within the direct marketing community, (trends and changes). Keep abreast of the legal category and competitors’ campaigns or strategies
  • Educate and inform local Business Development colleagues, local legal assistants and professionals to facilitate greater understanding about BLG database, contact management, processes and the direct mail programs
  • Integrate programs into overall client contact strategy and participate in the day-to-day management of contact strategy

Continuous Improvement

  • Recommends and implement CRM strategic or tactical solutions to improve business processes within our Business Development and Marketing/Communication functions
  • Performs first-level technical support for the CRM product and escalates issues to National CRM Leader and IT as needed
    • Recommend and implement strategic solutions as required to further enhance the existing CRM program

Key Competencies Required

  • BA in Marketing, IT or related field
  • A minimum of 3 to 5 years of CRM experience as a CRM integrator/customizer, or related experience in database management functions, and direct [mail] in a business to business professional services organization or Marketing
  • Knowledge of client relationship management systems or relational databases and experience with Microsoft CRM and CRM4Legal desired
  • Data management; Desire and aptitude to learn database technology and concepts and apply them in the legal industry
  • Ability to handle many projects simultaneously and prioritize effectively with a solutions driven, proactive attitude
  • Ability to analyze digital metrics and create summarized reports to clients
  • Strong organizational skills with the ability to a handle large volume of assignments under pressure
  • Must be able to multi-task and prioritize effectively and solve issues. Ability to see the "big picture" and follow through with minimal supervision
  • Strong attention to detail and confidentiality
  • Strong work ethic and initiative. Ability to be a "team player" as part of a national team
  • Ability to lead data quality initiatives with the legal assistants in the area is critical
  • Strong oral and written communication skills with an ability to effectively communicate at all levels of the Firm
  • Advanced PC skills with demonstrated expertise with Microsoft Office
  • Prior law firm experience preferred
  • Bilingualism (French-English) is mandatory
  • Ability to work in a fast-paced, high-pressure environment; with strong attention to detail and the ability to work under pressure and meet deadlines


We thank all applicants for their interest in this position, however, only applicants selected for an interview will be contacted.

BLG will not consider unsolicited resumes from recruitment agencies. Recruitment agencies should not submit candidates unless specifically authorized by BLG to do so.

Everyone at BLG is required to carry out the duties of their role while upholding the important principles of our respectful workplace policies, and treating everyone with respect, regardless of position. At BLG, valuing diversity and inclusion is key to a respectful workplace.

BLG is committed to fostering a diverse and inclusive workplace. We welcome and encourage applications from diverse candidates, including people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

* Please note that relatives of current BLG employees and Partners are not eligible for consideration.

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