Client Data & Analytics Senior Director

Description

Hybrid work schedule - this position can be filled in any of our offices across Canada

Does the creation, development and management of the client data and analytics function appeal to you? Have you always been interested in implementing systems, processes and best management practices?

Here's a position for a forward-thinking leader, reporting to the chief marketing officer and part of the Canadian client and market leadership team, to match your talent!

Here is what we can offer you :

Transformation and Client Listening

• Develop and lead multi-year continuous transformation program for Clients and Markets with, and on behalf of the chief marketing officer
• Manage cross-functional teams of SMEs across Business Services towards major project timelines
• Define operational metrics across Clients and Markets and establish system / process for measuring and managing business value delivered across the most critical firm priorities
• Define, establish and lead an integrated client listening program working with firm management to understand the client experience for our top clients across multiple touchpoints, offices and practice groups;

Digital Engagement

• Create, plan, implement and optimize digital marketing metrics to measure and improve the customer experience across all digital channels (internal and external) - this includes but is not limited to CRM, website, intranet, experience management, social media
• Create a thorough understanding of the firm's target market and strategic plan and develop operational cadences to measure how effectively the firm is meeting / performing against the needs of the market and achieving the firm's strategic objectives
• Lead internal teams and collaborate cross-functionally to define digital operations and develop strategies and tactics to meet those needs in innovative ways
• Be a thought leader within the firm helping to identify market trends, new technologies, evolving best practices, competitor activity, and testing opportunities to automate and innovate that help drive the business

Technology

• Create, lead and evolve actionable insights from across the marketing technology stack that drive revenue, accelerate conversions and support client retention and acquisition capabilities
• Establish and operationalize a framework to maximizeleverage of platform capabilities (and investment in correct tools)
• Develop and implement processesaroundtechnologyto standardizedworkflows.
• Lead a cross-functional team of stakeholders to flesh out an implementation strategy that aligns to global and local requirements, and meets the business and user needs for Canada and aligns globally

Insights & Operations

• Develop a blueprint roadmap to establish a Client Data and Analytics team aligned to firm strategy
• Standardize Marketing and BD campaign taxonomy to track everything consistently tracked across digital platforms.
• Define and implement the 'one source of the truth platform' for all data to move through (e.g., Salesforce or CRM tool)
• In collaboration with different teams, establish centralized client reporting via standard dashboards to ensure consistent (and agreed to)performancemetrics and KPIs
• Responsible for managing all C&M program spend centrally back to in-market activity;
• Establish standardized annual planning to align support models around strategic market priorities and prioritize reporting and KPIs to ensure meeting objectives and validating program spend

What you bring to the role :

Experience in using technology to drive insights and recommended strategies across all marketing and BD touch points (e.

g., digital paid, owned and earned channels)

• Deep understanding of data-driven marketing communications and privacy regulations, including CASL and GDPR
• Experience leading complex, enterprise-wide transformational programs that touch on various areas of the business and deliver high impact / ROI
• Experience leading and managing client satisfaction programs / NPS across multiple practice groups and client segments
• Ability to work effectively as part of a global team while being accountable to ensure country-specific needs are being met
• Ability to analyze complex data across multiple sources to understand multi-faceted issues, identify the root cause and articulate it in an actionable way, frame options to resolve, and drive the decision on those options with the relevant stakeholders
• Understanding of the linkages between business, policies, processes and behaviors / mindsets; identifies integration risks and cross-functional dependencies proactively and quickly implements mitigation plans
• Hands-on experience measuring the effectiveness and ROI of marketing methodologies and technologies including

Other Qualifications

• Possess 15 years of relevant experience in a professional services environment
• Significant experience influencing and leading initiatives with C-suite executives
• High EQ : influential change-leader who can actively listen, challenge the status quo while building followership and support by bringing people along
• Excellent project management skills and organizational skills
• Ensure team stays up to date with latest industry trends, best practices and applies them to support marketing campaigns, business development and client service
• Empower teams to leverage new tools creating opportunities to reinvent roles, develop new capabilities and progress careers
• Bilingualism (French and English) would be considered a strong asset

Ready to join a proactive and modern firm that provides an exceptional career experience in an inclusive and collaborative environment? Come join us!

As a global law firm, we embrace a culture of excellence and working hard, but always with a focus on flexibility, respect, diversity and openness.

We strive to create an equitable, inclusive environment where everyone can bring their whole self to work and realize their career potential.

To find out more about how we integrate diversity, equity and inclusion in everything we do please click https : / / www.

nortonrosefulbright.com / en-ca / about / diversity-equity-and-inclusion.

If you are unable to apply for a position online or require any reasonable adjustments during the recruiting process, please contact TORHR RH@nortonrosefulbright.

comto further discuss your needs.

Please note that applicants who receive an employment offer may be required during their employment with Norton Rose Fulbright to provide proof of vaccinations recommended from time to time by government or public health authorities.

Norton Rose Fulbright has a duty to accommodate those who are unable to get vaccinated due to protected grounds. For applicants who require an accommodation, please contact TORHR [email protected] to discuss further.

We thank all candidates for their applications, but please note that we will be contacting only those whom we invite for an interview.

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