CRM Program Director jobs in Delaware

PAY GRADE: 29E

CONTEXT OF THE JOB:

The Office of Admissions at the University of Delaware receives more than 40,000 first year and transfer student applications per year, hosts on-campus and off-campus recruitment events and maintains a prospect list of nearly one million students nationwide and throughout the world. Under the supervision of the Director of Operations, the Assistant Director is a critical member of both operations and the communications team and responsible for communication deployment logistics. The Assistant Director works closely with the Director to manage the deployment of email communications and serves as an integral part of the slate team managing data reports and visualization of effectiveness of campaigns. This role may also work on the integration of information from prospect to enroll ensuring that there is a consistent review of tactics and recommending intervention strategies.

MAJOR RESPONSIBILITIES:

CRM Management

• Manages the admissions CRM in all areas including continued infrastructure development, implementation of new features and processes, and leveraging system capabilities to improve the efficiency and effectiveness of recruitment and admissions efforts for all programs including transfer, Associates and international.
• Develops and leads training of systems manager and end-users to maximize systems knowledge.
• Creates queries for office communication deployment for over 5,000 messages per semester and finds systematic approaches to decrease the number of messages.
• Develops Slate process documentation and training materials, serving as a resource for staff across Slate best practices and policy development.

Admissions Operations

• Creates and maintains Systems Procedure manual for communication.
• Reviews and ensures process maps are current and adhere to Enrollment management policies.
• Develops and manages special program application processes for new initiatives.
• Assists in overseeing student workers, interns, and temporary employees as appropriate.
• Performs business requirements gathering and analyzing and clearly communicates findings and process improvement recommendations to various stakeholders
• Participates in thorough A B testing for messages and validation efforts ensuring timely and accurate results in a team environment.

Systems

• Investigates and resolves data quality issues and escalates situations according to department processes.
• Develops a data collection, analysis and reporting plan to cover recruitment and admissions activities, enrollment forecasts, enrollment analysis, and effectiveness of various marketing efforts.
• Evaluates new technologies for process enhancement and integration with existing systems.

Analytics and Reporting:

• Serves as the primary contact for communications reports to support long-term planning.
• Prepares reports on key metrics on a regular basis (daily, weekly, monthly, and quarterly) and supports the in-depth analysis of those metrics.
• Develops and designs a streamlined and automated approach to data management, analytics and presentation.
• Creates and generates ongoing recruitment application and enrollment reports to support admission activities, decision making and enrollment strategies.
• Produces or supports the production of standard, custom, and dashboard reports utilizing data warehouse and transactional systems.
• Along with other technical leads within the division, fulfills data requests for mailing lists, emails, and other requests.
• Using analytical skills, provides comprehensive assessments to management that interpret patterns and trends, and determine overall data quality.

QUALIFICATIONS:

• Bachelor’s degree and three years of related experience or equivalent combination of education and experience.
• Slate CRM experience required; Tableau and Analytics desired; well-versed in configurable joins and all slate modules with a focus on communications.
• Well-versed in Google analytics and Ping data analysis to inform decision-making
• Experience with assessment and implementation of systematic approaches for communications
• Effective written and oral communication and organizational skills.
• Strong presentation skills.
• Effective interpersonal skills and ability to work effectively with a wide range of constituencies in a diverse community.
• Knowledge of student recruitment, retention issues and admissions standards.
• Ability to multi-task and work independently as a team member to achieve common goals.
• Proficient computer skills and use of presentation software.
• Demonstrated understanding and consideration of the different needs and concerns of individuals with varying identities, cultures, and backgrounds.
• Committed to fostering a workplace culture of belonging, where diversity is celebrated, and equity is a core value.

Special Requirements:

• Some weekend and evening work.
• Valid driver’s license and regular access to private reliable means of transportation.