CRM Manager

Job Summary:
The CRM System Manager coordinators and executes the CRM systems using other relevant campus data systems to provide relevant, timely, and data-informed communication to students using Anthology Reach or other mass and direct communication platforms. The CRM Manager works collaboratively across the areas of the Division of Enrollment Management and Student Affairs including Admissions, Financial Aid, Registrar, and the Eagle Achievement Center. This position will also support the development of other software used for retention services, advising, outreach and intervention, and early alert. This position will manage the daily operations of the Anthology CRM including system maintenance, query development, process automation, data integrity, system security, integration with other campus systems, staff training, and the development of new Slate features.

Essential Responsibilities:

• Execute proactive and reactive, customized communications to students to inform and intervene to improve student recruitment, engagement, persistence, and retention to graduation using Coppin State University CRM systems including Anthology, Slate, EMMA, and others.
• Work collaboratively with areas of the division to plan communication timelines and journeys.
• Work to execute communications specific to student needed tasks including those with the Office of Admissions, Financial Aid, or advising.
• Work collaboratively with partners in University Relations and Communications positions across the university for consistency and design of the Coppin brand and voice.
• Develop a student communication timeline and ensure communications follow the overall plan.
• Ability to obtain and dissect data, including coding and building SQL queries, on students from a number of systems including People Soft, Anthology REACH, Anthology Succeed, Student Finance Planning, and others.
• Continue to monitor best practices in communication strategies to students.
• Provide data on communication engagement and success, such as read and engagement data regularly. Provide ad-hoc updates as needed.
• Work collaboratively with Information Technology to best utilize the software and resources available for communication to students.
• Support staff in copy-editing and refinement for consistency and brand alignment.
• Identify and suggest communication opportunities which are data and best practice informed.
• Monitor divisional incoming communications and social media outlets.
• Work collaboratively with the other Coppin State University social media accounts.
• Recommend changes to university policies, procedures, processes, and mandates to encourage student success.
• Keep abreast of the legal guidelines regarding academic advising and registration including those regulating confidentiality and privacy such as FERPA, HIPAA, etc.
• Participate in Divisional sponsored programs and events.
• Other duties as assigned.

Required Qualifications

Education:

• Bachelor’s degree in communication, marketing, or a related field.
• Master’s degree preferred.

Experience:

• Minimum of three years’ experience in communication, marketing, or CRM systems in a complex, dynamic, data-driven environment.
• Experience with software application development and database management.
• Experience in working with or relating to the experience of traditional and non-traditional students, and experience working with exploratory/undecided students.
• Strong Project Management Skills

Knowledge, Skills, and Abilities:

• Experience in CRM systems such as Salesforce or Anthology.
• Experience in MS D365 CRM Platform and PeopleSoft (Oracle)
• Student centered, self-starter with working knowledge of communication, marketing, and CRM systems.
• Strong critical thinking, communication, and interpersonal skills.
• Extensive experience in Excel and data list management including building queries, pulling queries and making use of diverse data.
• Ability to research, compile, and write complex statistical reports.
• Ability to work as a team member and independently while developing strong collaborative relationships with colleagues, students, student services, and academic services units.
• Ability to exercise excellent professional judgment and discretion, making decisions on a regular basis that impact student welfare and success.
• Ability to work with students of diverse backgrounds.
• Ability to work under minimal supervision to meet deadlines, manage multiple tasks, and prioritize duties.
• Knowledge of student development and resources to promote student success.
• Ability to maintain highly confidential information.
• Excellent knowledge of Microsoft Office Suite programs.

Physical Demands of Position:

• Occasional evening and weekend work for events may be necessary.
• Occasional travel required for retention initiatives and professional development.
• Ability to lift and carry small parcels, packages, and other items as needed.

Preferred Qualifications

Conditions of Employment

Position Detail Information

Position Detail Information

Posting Number
ST2022-0072

Position End Date (if temporary)

Open Date
09/28/2022

Close Date

Open Until Filled
Yes

Special Instructions to Applicant

COVID -19 vaccinations are strongly encouraged for all University employees. Medical and religious exemption request are accepted and are evaluated on a case-by-case basis. Please submit any/all documents related to this matter to AskHR@coppin.edu .