Product Manager – CRM & Automation

London based (Hybrid)

Up to £110,000

About the Organisation

Our client is a leading international law firm with ambitious plans for growth and innovation. Its Technology function plays a central role in delivering the firm’s strategy and is supported by sustained investment and strong engagement from senior leadership.

The Role

The firm is looking for an experienced Product Manager to lead the transformation of its Client Relationship Management and marketing automation capabilities.

This is a unique opportunity to reimagine the firm’s client-growth platform from discovery through to delivery. The successful candidate will own the product strategy, roadmap and value realisation for its core CRM and marketing automation products.

Working closely with Business Development, Marketing, practice groups, Data, Engineering and Architecture, you will identify high-value problems, improve end-to-end workflows and ensure the supporting data and integrations are trusted, scalable and compliant.

The role combines strategic product management, stakeholder leadership and people leadership. You will align platform investment with the firm’s priorities, improve adoption and user experience, and develop a roadmap that balances platform reliability, continuous improvement and longer-term innovation.

Key Responsibilities

Product Strategy and Roadmap

• Own the product vision, roadmap and backlog for the firm’s CRM and marketing automation capabilities across InterAction and HubSpot.
• Lead the development of the firm’s next-generation CRM product suite from discovery through to delivery.
• Align product priorities with Business Development, Marketing and practice-group objectives.
• Define clear outcomes, success measures and KPIs, focusing on business value, adoption and operational efficiency.
• Maintain a transparent, evidence-led backlog that balances business-as-usual stability, user pain points, strategic opportunities and technical requirements.
• Lead quarterly and annual roadmap planning, clearly communicating priorities, dependencies and trade-offs.

Leadership and Adoption

• Establish an effective operating rhythm across platform support, enhancements, stakeholder engagement and continuous improvement.
• Promote a culture of accountability, collaboration and customer-focused delivery.
• Lead and develop CRM and platform specialists, ensuring the team remains focused on measurable business outcomes.
• Drive adoption through communications, training, playbooks and practical guidance on how users can gain value from the platforms.
• Partner with Business Development leaders and practice groups to embed new ways of working.

Product Lifecycle Management

• Conduct continuous discovery with Business Development, Marketing, partners, fee earners and wider business teams.
• Translate user and business insight into clear problem statements, opportunities, hypotheses and product requirements.
• Use pilots, testing and iterative delivery methods to validate ideas and scale solutions that produce measurable value.
• Ensure solutions reflect the realities of a legal or professional-services environment, including time-poor users, relationship-led selling and confidentiality requirements.
• Identify opportunities to simplify manual processes, improve user experience and automate repeatable workflows.
• Ensure platform configuration and product enhancements are scalable, supportable and aligned with enterprise architecture and data principles.
• Monitor adoption, usage, satisfaction and business impact, using these insights to refine the roadmap continuously.

Data Quality, Integrations and Enterprise Data

• Own the CRM data strategy alongside the Data team, ensuring data is accurate, compliant and trusted.
• Improve the quality of client, contact and relationship data used for segmentation, campaigns and relationship insight.
• Work with Data, Engineering and Architecture teams to reduce duplication and manual data entry.
• Improve integrations and synchronisation between CRM, marketing automation and the wider technology ecosystem, including Intapp.
• Support appropriate data governance, stewardship and master-data alignment.
• Ensure data quality is treated as an ongoing operational discipline rather than a one-off cleansing exercise.
• Establish monitoring and governance across multiple data-entry points.

Commercial and Strategic Planning

• Build robust business cases for significant product investments, covering anticipated outcomes, options, costs, dependencies, risks and change implications.
• Support leadership in making informed investment decisions by balancing user needs, strategic alignment, technical feasibility and potential value.
• Contribute to the long-term direction of the firm’s client-growth technology landscape.
• Establish a transparent prioritisation framework that balances:
  • Business-as-usual platform reliability
  • High-value enhancements
  • Strategic capability development
  • Automation and insight
  • Integration improvements
  • Data quality

Essential Skills and Experience

• Strong product management experience involving business-critical platforms, digital products or internal products within a complex organisation.
• A proven ability to define product strategy, build roadmaps, prioritise effectively and translate business objectives into measurable outcomes.
• Strong stakeholder management and influencing skills, including experience working credibly with senior leaders and navigating competing priorities.
• Evidence of driving product adoption and behavioural change through product design, enablement and change-management approaches.
• A good understanding of product discovery, iterative delivery, value measurement and continuous improvement.
• Excellent written and verbal communication skills, with the ability to make complex subjects clear to different audiences.
• Confidence working with Data, Engineering, Platform and Architecture teams.
• The ability to translate between business outcomes and technical delivery requirements.

Desirable Experience

• Experience leading or managing CRM teams, platform specialists or related product functions.
• A strong understanding of data quality, data governance and the role integrations play in successful CRM outcomes.
• Experience of Business Development and Marketing processes, including segmentation, campaigns, opportunity management and relationship development.
• Experience working with HubSpot, InterAction or comparable CRM and marketing automation platforms.
• Experience within a law firm or professional-services environment.
• An understanding of relationship-led selling, complex stakeholder networks and confidentiality requirements.
• Exposure to enterprise data environments and Master Data Management, including the use of “golden records” across connected systems.
• Experience improving integrations and data synchronisation between marketing automation and relationship-management platforms.

Please reach out to Liam Meikle if you have any questions.