Manager, M&BD Operations

Our Global Operating Center located in Manila is pivotal to enhancing the Firm’s operational efficiency and streamlining legal and business services support across our global network. Our center provides comprehensive administrative, financial and operational services across office operations, compliance and new business, finance, technology, human resources, innovation and marketing. By centralizing these critical functions, the center ensures consistency and quality in service delivery while reducing operational costs. Through its integrated approach, our Global Operating Center enables the Firm to focus on its core legal services, drive global growth and maintain high standards of client service across all offices.

Manager, Marketing & Business Development Operations is a key role within the M&BD Operations team which enables the wider Marketing & Business Development function to operate efficiently, consistently and at scale and deliver against its goals and strategic priorities.

Working under the guidance of senior team members and alongside fellow managers, the role is critical to two of our key domains, targeted communications and client and matter intelligence, ensuring that both are underpinned by effective processes, data, CRM usage and marketing technology. For each domain, the Manager will oversee the development and delivery of all processes, workflow, training, L&D and other associated deliverables.

The Manager will have line management responsibility for 5 team members in Manila and will lead by example when it comes to providing operational, analytical and domain led support across core M&BD processes. They will ensure that work is delivered smoothly, accurately, on time and in line with firm standards.

The Manager will drive and deliver projects, taking ownership of established processes and contribute to cross functional efforts that support continuous improvements, system enhancements and new ways of working. This includes playing a central role in how CRM data, reporting and analytics are used to inform targeted communications strategies, enhance visibility of activity and support Marketing initiatives. Through mentoring and coaching, the Manager will ensure the development of Coordinators, Specialists and junior colleagues to help raise the overall capability and quality within the team.

A curious mind, strong attention to detail and the desire to solve problems and improve how work is done are critical for success in this role, along with an approachable, collaborative style that positively contributes to team morale and engagement.

Responsibilities

Targeted communications, CRM and data enablement

• Co-lead the operational framework for targeted communications, ensuring that campaigns, alerts and client communications are supported by robust processes, workflows and documentation.

• Act as a conduit between the M&BD Operations team and functional stakeholders for targeted communications and CRM activity, addressing issues and concerns and adopting a solution focused approach whilst striving to improve working relationships and processes.

• Ensure that CRM data structures, processes and ways of working support effective audience segmentation, list building and campaign execution.

• Oversee the capture, maintenance and governance of data required for targeted communications, supporting data hygiene initiatives and alignment with firm standards.

• Oversee the centralization and organization of key marketing data sets to enable the effective flow of work, information and insight across targeted communications, CRM and broader marketing technology operations.

• Work with relevant teams to develop and refine reporting and dashboards that provide visibility on communications activity, audience engagement and operational performance.

• Use data and analytics to generate insights that inform decision making and improve campaign execution.

Matter intelligence

• Work with senior team members to develop and build out the MBD Operations matter intelligence domain. This includes all processes, workflow, training, L&D and other associated deliverables.

• Train and oversee the development of junior team members, ensuring they deliver consistent, high quality, proactive client and matter capture activities.

• Regularly review processes and procedures to improve through data driven analysis and stakeholder feedback.

• Co-lead the experience and matter profiling processes and embed new ways of working across the M&BD Operations team and wider function.

Marketing technology

• Champion and advise on the marketing technology suite of products and services used to support targeted communications, CRM and related operations.

• Proactively seek out opportunities to connect people, platforms, processes and products to maximize the potential across the marketing technology portfolio and improve operational efficiency, effectiveness and user adoption.

• Product manage and help set strategic roadmaps for key marketing systems as required, translating strategy into user stories, technical requirements and recommendations, setting priorities and overseeing ongoing development and upgrades.

• Work effectively with external vendors, feeding suggestions for future product roadmaps and beta testing new components where appropriate.

• Drive new technology and change management initiatives, researching, learning and piloting new solutions and onboarding team members and other users.

Cross functional collaboration and project delivery

• Collaborate with requestors and stakeholders across multiple teams and functions, both local and global, to achieve cross functional initiatives and strategic objectives.

• Play an active role in the delivery of M&BD Operations projects, including process improvements, system enhancements and new capability roll outs.

• Proactively share best practices and contribute to continuous improvement across M&BD Operations and the global function.

• Provide technical, domain or process expertise to the M&BD Operations team, reinforcing standards and ways of working.

• Coach and mentor coordinators and junior team members through new processes, product developments and service offerings, helping to build confidence, capability and consistency and supporting the upskilling of the team in data, CRM and targeted communications practices.

• Manage new joiner inductions for relevant Operations team members, raising the profile of the team and its service offering.

• Contribute to knowledge sharing documentation and training materials within the Operations team, including guidance on CRM usage, reporting, analytics and marketing technology.

Performance and impact

• Track and update key metrics and activity logs, supporting the team’s ability to monitor progress and report on outcomes.

• Assist in the preparation of regular reports and summaries for leadership and team meetings, including analytics and insights related to targeted communications, CRM activity, marketing technology usage and matter intelligence.

• Ensure all records and documentation are accurate, up to date, and compliant with firm standards.

• Support maintenance of calendars and planning tools for the M&BD function.

Essential Job Requirements

• Bachelor’s degree or equivalent relevant experience; professional certification an advantage where appropriate.

• Experience in information systems, marketing operations, marketing technology or related operational role.

• Law firm or professional services experience preferred but not mandatory

• Demonstrated experience with CRM and marketing technology platforms, and an understanding of how to use these to support targeted communications, audience segmentation, campaign coordination and measurement.

• Demonstrated ability to translate business requirements into processes, platform configurations, user stories and technical specifications, balancing usability, scalability and maintainability.

• Experience leading or supporting system or process enhancements, new capability implementations and continuous improvement initiatives from discovery through deployment and adoption.

• Familiarity with Agile delivery methodologies (such as Scrum or Kanban) and experience managing or contributing to backlogs, sprint planning and release cycles.

• Strong analytical skills, with experience building dashboards and reports and using data to inform decisions, optimize workflows and demonstrate value (for example with tools such as Power BI or similar).

• Good understanding of data privacy and security considerations relevant to CRM and marketing technology platforms, with the ability to apply firm policies and regulatory requirements to configuration and data management.

• Experience designing and delivering user training, documentation and support materials for new processes and platform capabilities.

• Client focused mindset with a commitment to delivering intuitive, reliable and user centric operational solutions.

• Clear and professional communication skills supporting effective collaboration with team members and stakeholders.

• Ability to manage workload effectively, meet deadlines, and work collaboratively in a team-based, fast-paced environment.

• Commitment to firm policies, standards and confidentiality requirements

Other

• This is a full-time role based in Manila

This role reports to

Director, Marketing & BD Operations

Equal Opportunities

White & Case is committed to creating a fair workplace. It is our Firm’s policy to recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.
 
If you require assistance and/or adjustment to participate in our application and/or interview process, please email us. We will be happy to work with you.

The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.

The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.

Note to Recruitment Agencies

Our internal Recruitment team manages all aspects of lateral hiring. All agencies must have signed terms of business—specific to the relevant office—before submitting any candidates. CVs or applications sent directly to White & Case partners or employees will also not be considered formal introductions. If you have questions, please contact the relevant Recruitment team. We work with our preferred suppliers when engaging agencies.