Coordinator CRM Services - Office of Undergraduate Admissions



Position Overview:

Coordinate student programs and/or services to assist and/or promote students, to assist with recruitment, growth, success, retention or extracurricular development of the student. Review and maintain student records and generate report for area. Coordinate the development and/or preparation of informational materials relevant to students or alumni. Recruit or coordinate the recruitment of students for programs and/or projects. Coordinate student related programs and events for college/school to include (but not limited to) open-houses, award ceremonies, career days, and student organizations. May assist in educational-related activities related to the accreditation process.

Department Specific Essential Job Functions:

Manages and oversees Constituent Relationship Management (CRM) activities for Student Affairs including marketing programs, strategies, campaign management, and analytics. Consults with managers on response handling, campaign tracking, follow-up, and automated lead management. Works with leadership of Student Affairs' Departments to ensure their CRM deployment and continued use are successful. Assists with the creation of area specific communication efforts and campaigns. Liaise with all relevant stakeholders, to review processes and CRM Implementation and seeks ongoing improvements. Participates in defining requirements for evolving CRM infrastructure and campaign reporting. Administers and configures the CRM system to ensure the system is operating properly and performing as required; develops, tests, implements, maintains and monitors computer programs and systems; designs web forms that are used to capture information into the CRM; researches and implements 3rd party plug-in software to extend functionality of the CRM system. Creates and modifies screens in the CRM to improve the business processes and workflows in various departments on campus; creates and modifies reports, analytics and Key Performance Indicators (KPI's) based on requirements. Consults with and advises the Marketing team on customer and marketing history data, campaign audiences, and best approach to achieving marketing goals during the campaign planning process. Develop presentations, training modules and scenarios for use during training sessions. Provide one-on-one training as necessary. Works with faculty/staff to develop and create appropriate communication plans and key words which will trigger those plans. Solves student application challenges and issues. Supports multiple areas of campus in their efforts to deploy and maintain communication plans and to engage constituents through the CRM.

Qualifications

Experience Required:

Requires a bachelor's degree in related field plus 6+ years of relevant experience or 10+ years of equivalent work experience that provides knowledge of and exposure to fundamental theories, principles, and concepts. Requires the application of expertise in a chosen field to achieve results.

Experience Preferred:

Experience with CRM systems/and or/research management systems. Knowledge of systems analysis, designing specifications, data segmentation's, relational database management. Demonstrated experience in defining, measuring and implementing actions to ensure strict quality standards are maintained.

Knowledge/Skills/Abilities:

Ability to develop effective relationships with key stakeholders within the organization. Understanding of the importance of CRM as a core enterprise tool in driving revenue efficiency in the University. Proven ability to manage change and business integration. In depth knowledge of the Marketing and Admissions process and requirements. High-level organizational ability with excellent written and oral communication skills in reviewing, developing and implementing procedures and policies. High level problem solving skills, including the ability to proactively develop innovative solutions.

Physical Demands:

Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.

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