Customer Relationship Management (CRM) Administrator

Roles

The CRM Administrator is responsible for the overall administration and support of the Customer Relationship Management System (i.e. Recruit, Salesforce, etc.). The successful Administrator is a person who has a good understanding of how a CRM can and should be utilized across the organization to strengthen enrollment outcomes, communication channels, and effective assessment of tactics and strategies for implementation. Additional characteristics of the CRM Administrator include:

• Should have the curiosity and expertise to learn a CRM and participate in the CRM community.
• Be the “go-to” person for the users in the field (i.e. admissions personnel, etc.)
• Be an advocate for the CRM within the organization and help to appropriately expand its use as needed to positively impact the student experience and thus enhancing enrollment opportunities for the university.
• Take data quality seriously and work to maintain the integrity of the data, including time and effective measurement and reporting to evaluate impact and effectiveness of activities in the CRM system.

Responsibilities

(This list represents but is not inclusive of all related responsibilities the employee may be required to perform.) The CRM Administrator will:

• Support and advance Northwood University’s Vision, Mission, Values, Code of Ethics, and Outcomes;
• Work across the university to provide direction, advocacy, communication, and coordination regarding CRM system capabilities, activities, schedules, and enrollment outcomes
• Continually expand and share knowledge of the CRM system to strengthen enrollment outcomes, build team engagement, and to ensure that field users (i.e. admission personnel) are leverage the capabilities of the systems to maximize connectivity and positive enrollment outcomes for Northwood University for all student audiences (traditional, adult, and graduate).
• Serve as a key team contributor of creative ideas to best utilize the capabilities of the CRM system and work collaboratively to develop and implement these initiatives aimed toward enhancing enrollment outcomes;
• Effective and timely monitoring of CRM system data, data quality and accuracy, effective migration of data, and integration of data relative to various enrollment lead sources (purchased or organically obtained)
• Serve as the university champion of the CRM system and its capabilities and provide the necessary training and development of staff on expectations, best practices, and usage of the CRM system.
• Lead the development of the necessary training documents and best practice initiatives for members of the admission field team at all levels (traditional, adult, graduate)
• Work in accordance with the IT department to integrate new tools and systems to support new student enrollment as they become available and necessary/desired.
• Working in direct conjunction with admissions leadership and the marketing and communication department, establish and manage an inclusive communication deployment schedule as to be administered via the CRM system
• Facilitate and initiate enrollment targeted text message (SMS) communication strategies to be leveraged across all student target audiences (traditional, adult, and graduate) to drive customer engagement and matriculation.
• Establish a CRM system metrics reporting dashboard to support assessment of activities and relevance/effectiveness towards enrollment initiatives activated
• Collaborate with other NU departments (i.e., Marketing and Communications, IT, etc.) on initiatives to improve the prospective student/customer experience, and remove barriers for all target audiences (traditional, adult, and graduate).
Northwood University | Customer Relationship Management Administrator 2
• Advising best practices for data management for leadership teams serving all units of enrollment (undergraduate, traditional, ADP, graduate)
• In the event a new CRM is considered, be a part of the lift, launch and execution of such system

Qualifications

• Possess a bachelor’s degree, Master’s degree is preferred, preferably in Business, Marketing, or related area.
• Have proven customer service orientation combined with the ability to work well and engage others
• Possess creativity, initiative, and enthusiasm about the importance of, and possibilities of the CRM system.
• Have excellent business analysis and problem-solving skills
• Have experience in providing positive end-user support.
• Be a quick, analytical thinking and decision maker that best serves enrollment and the university.
• Understand how to effectively engage colleagues and communicate complex concepts relevant to the CRM system.
• Have a strong proficiency with computer applications including windows-based programs and databases.
• Demonstrated experience working in a team environment and ability to manage projects from inception to implementation.
• Strong organizational skills and the ability to prioritize and adhere to a time sensitive schedule.
• Initiative and ability to handle multiple tasks with minimal supervision.

Expectations

• Develop systems and processes and communicate these efforts to ensure the data is correct and usable in the CRM system to drive positive enrollment outcomes.
• Monitor data quality, migration, and integration into the CRM system to ensure proper coding, and classifications for recruitment efforts
• Actively engage with Marketing and Communications, IT, and other departments to increase customer engagement and ultimately enrollment through optimization of existing tools and the integration of new tools/systems as needed or available
• Lead the development of CRM system training documents for staff members/users
• Collaborate across campus, systems, and central functional areas to ensure service excellence.
• Promote and ensure ongoing transparency through excellent communication techniques.
• Be responsible for projects related, or not related, to Admissions as assigned.

At Northwood University, we believe in individual freedom and responsibility, moral law, ethical and limited government, earned success, and the importance of creativity, free enterprise, and entrepreneurship as the well-spring of individual and human progress. The successful candidate will be in agreement with and will promote the University's philosophy and its commitment to the American free-enterprise system when conducting business on behalf of the University. Applicants are encouraged to familiarize themselves with the University's outcomes at www.northwood.edu/aboutus/ .