CRM Analyst


Vancouver, British Columbia, CA Toronto, ON, CA Calgary, AB, CA Ottawa, ON, CA Edmonton, AB, CA

Date:  Sep 4, 2021

The Firm is currently recruiting for a CRM Analyst. This role can be filled in any Dentons Canada office locations.  This position reports to the Digital Marketing Manager, CRM in Toronto. This position will work in the Digital Marketing team, which continuously strives to increase profitability through the collaborative and measured use of integrated, multi-channel digital marketing practices and tools that empower marketers, business developers and professionals to generate more leads, close more deals and increase their efficiencies. 


The CRM Analyst works as part of the Digital Marketing team to drive and support the business in their efforts to champion, promote and encourage the use of the firm's CRM system, InterAction. Key responsibilities will be to proactively manage data quality, engage with end users to promote best use of InterAction, and develop and manage quality reporting to support CRM within Dentons.


The ideal candidate will work across our North America teams, with a focus on Canada, as well as having some global responsibilities.



•    Become a leading member of the team to drive and support the department and the business in their efforts to champion, promote and encourage the use of the firm's CRM system, InterAction, and its associated processes. 
•    Be a trusted advisor to the Marketing and Business Development team members as they leverage CRM for projects and tasks
•    Undertake required tasks in support of the daily running of the firm's CRM business tool, InterAction, in-line with its policies and procedures, including data protection 
•    Assist in the management of the DCM inbox, liaising with data stewards to ensure tickets are processed in an efficient and correct manner.
•    Assist in the creation, analysis and interpretation of reports as requested.  Create bespoke reports where required, either in the InterAction Report Manager or using the export function.
•    Proactively manage data quality in InterAction for key sets of data 
•    Engage with end users to promote best practice use of InterAction and supporting processes
•    Take appropriate steps to improve user behavior where required, such as one on one training and user helpdesk support.
•    Handle requests for assistance with InterAction and CRM in a timely and efficient manner.
•    Assist where directed on Digital Marketing and wider Marketing team projects, initiatives and programs. 
•    Support the Marketing / Business Development team to research, gather and collate relevant information to support its efforts as and when required. Actively promote, develop and implement approved best practices and monitor their effectiveness.
•    Where seen, put forward recommendations for improvements to the department’s systems, business processes and procedures
•    Demonstrated commitment to privacy and ethical conduct.



Technical Experience and Skills

•    Sound understanding of CRM principles in professional services, ideally legal
•    Sound knowledge of InterAction, including its various admin / user interfaces and associated modules (1+ years)
•    Solid understanding of data management and the importance of data quality tasks
•    Comfortable with databases, data, manipulation and mining
•    Knowledge of email marketing principles and platforms is desirable
•    Familiar with analysis, analytical tools, researching and reporting
•    Computer literate with good working knowledge of common desktop applications such as MS Outlook and Word, but especially Excel 


Personal Skills / Attributes 
•    High level of analytical, logical thinking
•    Strong problem identification and problem resolution skills
•    Adept communicator, with ability to communicate with individuals at all levels of the Firm
•    Highly organized and able to  proactively manage schedules and tasks
•    Methodical and thorough with a strong focus on attention to detail, accuracy and an understanding for the need of documents and well-defined procedures
•    Able to work effectively with others and independently
•    Energetic, self-motivated and results-oriented
•    Can show initiative and the ability to be proactive, while also being able to follow instructions and provide support to the team
•    Able to exercise tact and diplomacy in an organizational setting
•    Flexibility to work outside of regular business hours, in an effort to support a global business.


*We thank all applicants who apply, only candidates selected for an interview will be contacted.



Equal Opportunity Statement

Inclusion and diversity (I&D) are fundamental to who we are at Dentons Canada and essential to the success and strength of our firm. Our forward-thinking, inclusive culture promotes and supports the professional development of our diverse talent, the leading services we offer to our clients, and positive social change. As a testament to our commitment to I&D, we are recognized as one of Canada’s Best Diversity Employer’s for 11 consecutive years (2011-2021) and one of Canada’s Top Employers for Young People (2021) for the fourth time.

Dentons Canada is an equal opportunity employer and we welcome your application. All employment decisions, including hiring, will be made without regard to age, ancestry, citizenship, colour, creed, disability, ethnic origin, family status, gender assigned at birth, gender identity, marital status, place of origin, race, sexual orientation or any other characteristic protected by applicable human rights legislation. 

To support and embrace your diverse skillsets, talents and experiences, we are committed to providing you with an inclusive, barrier-free and accessible workplace to support your success. Should you require accommodation during the recruitment process, for example as a result of a disability, please contact us at careers.canada@dentons.com.