CRM Engagement Lead

Job Summary

The CRM Engagement Lead plays a key role in expanding access to higher education among adult learners. The position’s primary responsibility is overseeing the SJSU Online CRM platform, Element 451, to develop, manage, implement, and analyze strategic drip campaigns across email, text, digital ads, and direct mail. The purpose of this role’s work is to manage existing and incoming inquiries from prospective adult learners, and attract, influence and inform new student prospects, community college counselors, applicants and admitted students about the value and benefits of enrolling in SJSU Online to complete their bachelor’s degree.

The CRM Engagement Lead establishes customer journeys, CRM workflows, implements content personalization for email and text messaging, provides data analysis of campaign results, and makes recommendations for optimization of the CRM. This role also supports the management of marketing collateral for direct mail, including letters, postcards, event invitations, digital media, and more. Nurturing a strong and robust “top-of-funnel” inquiry pool through the CRM is a critical function of both this position in order to meet enrollment goals for SJSU Online. The CRM Engagement Lead is part of a team of four SJSU Online marketing professionals within University Marketing and Communications (UMC) that work collaboratively across UMC disciplines as well as with colleagues across recruitment, advising, admissions and enrollment, and external vendors such as Element 451 and digital advertising agencies.

Key Responsibilities

• Use established messaging platforms to implement integrated CRM marketing campaigns aimed at adults who accumulated college credits previously but left college without a bachelor’s degree.
• Create roadmaps of customer journeys, from prospective student to inquiry, applicant and admitted student; as well as for community college counselors and other key stakeholders.
• Identify key touch points and plan and execute CRM drip campaign strategy, in conjunction with the Senior Director of Enrollment Marketing and the Copywriter and Content Manager, to create “journeys” that engage audiences.
• Build audience segments and workflows in Element 451 and refresh CRM data to ensure marketing communications deliver to the correct audiences.
• Identify appropriate touch points for physical mailing of branded items that create a sense of emotional connection and belonging to the SJSU Spartan culture and community.
• Manage campaign approval process: Write (as needed), setup, test, and proofread emails, texts and letters to ensure all campaigns are accurate.
• Serve as liaison and thought partner with digital advertising agency, proactively evaluating placement options, monitoring results and recommending adjustments in strategy to Senior Director of Enrollment Marketing.
• Track all marketing activity in the CRM.
• Manage direct mail projects, such as admission letters, admission packets or swag, to engage students.
• Partner with direct mail vendor BLI to manage ongoing mailings.

Knowledge, Skills & Abilities

• Knowledge of CRM systems and drip campaign email/text marketing in platforms such as Salesforce Marketing Cloud, Element 451, Slate, Hubspot, or Pardot
• Ability to collaborate with and effectively communicate with external partners and high-level stakeholders
• Knowledge of marketing and communications principles, preferably in higher education or enrollment marketing
• Working knowledge of CRM “journeys”, data practices and reporting
• Ability to use data to inform decisions and make recommendations to leadership
• Ability to tailor language and customer journeys to multiple audiences
• Ability to document communications and keep editorial plans updated on an annual basis
• Possess a strong eye for captivating content and strong oral and written communication skills
• Must be organized, have strong time management skills and ability to multi-task
• Ability to learn quickly and demonstrate resourcefulness
• Ability to manage complex projects with multiple stakeholders
• Must possess proofreading skills and high attention to detail
• Ability to collaborate across multiple departments and as a member of a diverse team
• Ability to produce consistent work across channels and understanding of brand guidelines
• Knowledge of today’s marketing best practices and ability to do research to develop new approaches

Required Qualifications

• A bachelor's degree and/or equivalent training
• Four years of administrative work experience involving study, analysis, and/or evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs

Preferred Qualifications

• Bachelor’s degree
• Experience in CRM systems; such as Slate, Hubspot, Salesforce, or Element451 and drip email campaigns; Knowledge in software such as Microsoft Office, Canva, Adobe Creative Suite, and Google Suite; Experience in marketing and communications in higher education; Experience in using data to inform strategy and make recommendations to leadership; Strong proficiency in email platforms, and visual software such as Canva, Adobe Creative Suite, etc.; Ability to be proactive and demonstrated strong critical thinking skills

Compensation

Classification: Administrative Analyst/Specialist - Exempt II
Anticipated Hiring Range: $6,037/month - $6,687/month
CSU Salary Range: $5,022/month - $9,083/month

San José State University offers employees a comprehensive benefits package typically worth 30-35% of your base salary. For more information on programs available, please see the Employee Benefits Summary .

Application Procedure

Click Apply Now to complete the SJSU Online Employment Application and attach the following documents:

• Resume
• Letter of Interest

All applicants must apply within the specified application period: October 17, 2022 through October 30, 2022 . This position is open until filled; however, applications received after screening has begun will be considered at the discretion of the university.

Contact Information

University Personnel
jobs@sjsu.edu
408-924-2252

CSU Vaccination Policy

The CSU requires faculty, staff, and students who are accessing campus facilities to be fully vaccinated against the COVID-19 virus (including all booster doses of an approved vaccine for which an individual is eligible per current CDC recommendations) or declare a medical or religious exemption from doing so. As a condition of employment, any candidates advanced in a currently open search process should be prepared to comply with this requirement as well as with other safety measures established on the campus. The system wide policy can be found at https://calstate.policystat.com/policy/9779821/latest/ and questions may be sent to jobs@sjsu.edu .



Additional Information

Satisfactory completion of a background check (including a criminal records check) is required for employment. SJSU will issue a contingent offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was offered the position on a contingent basis.

The standard background check includes: criminal check, employment and education verification. Depending on the position, a motor vehicle and/or credit check may be required. All background checks are conducted through the university's third party vendor, Accurate Background. Some positions may also require fingerprinting. SJSU will pay all costs associated with this procedure. Evidence of required degree(s) or certification(s) will be required at time of hire.

SJSU IS NOT A SPONSORING AGENCY FOR STAFF OR MANAGEMENT POSITIONS. (e.g. H1-B VISAS)

All San José State University employees are considered mandated reporters under the California Child Abuse and Neglect Reporting Act and are required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment. Incumbent is also required to promptly report any knowledge of a possible Title IX related incident to the Title IX Office or report any discrimination, harassment, and/or retaliation to the Office of Equal Opportunity.

Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act and Campus Housing Fire Safety Notification:

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the Annual Security Report (ASR) is also now available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Security-Report.pdf. The ASR contains the current security and safety-related policy statements, emergency preparedness and evacuation information, crime prevention and Sexual Assault prevention information, and information about drug and alcohol prevention programming. The ASR also contains statistics of Clery crimes for San José State University locations for the three most recent calendar years. A paper copy of the ASR is available upon request by contacting the Office of the Clery Director by phone at 408-924-1501 or by email at clerycompliance@sjsu.edu .

Pursuant to the Higher Education Opportunity Act, the Annual Fire Safety Report (AFSR) is also available for viewing at https://www.sjsu.edu/clery/docs/SJSU-Annual-Fire-Safety-Report.pdf . The purpose of this report is to disclose statistics for fires that occurred within SJSU on-campus housing facilities for the three most recent calendar years, and to distribute fire safety policies and procedures intended to promote safety on Campus. A paper copy of the AFSR is available upon request by contacting the Housing Office by phone at 408-795-5600 or by email at uhs-frontdesk@sjsu.edu .

Equal Employment Statement

San José State University (SJSU) is an Equal Opportunity/Affirmative Action employer committed to nondiscrimination on the basis of age, ancestry, citizenship status, color, creed, disability, ethnicity, gender, genetic information, marital status, medical condition, national origin, race, religion or lack thereof, sex, sexual orientation, transgender, or protected veteran status consistent with applicable federal and state laws. This policy applies to all SJSU students, faculty and staff programs and activities. Title IX of the Education Amendments of 1972, and certain other federal and state laws, prohibit discrimination on the basis of sex in all education programs and activities operated by the university (both on and off campus).



Advertised: October 17, 2022 (9:00 AM) Pacific Daylight Time
Applications close: