University of Delaware
Equal Employment Opportunity Statement
The University of Delaware is an Equal Opportunity Employer which
encourages applications from Minority Group Members, Women,
Individuals with Disabilities and Veterans. The University's Notice
of Non-Discrimination can be found at
http://www.udel.edu/aboutus/legalnotices.html
Job No: 504036
Work Type: Staff
Location: Newark, DE
Categories: Admissions, Administrative Support
Pay Grade: 30E Context of 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 Associate Director provides strategic leadership
for CRM communications, marketing automation, and admissions
technology that supports recruitment and enrollment objectives. The
Associate Director oversees Slate communication strategy, portal
development, analytics, and communication deployment while
supervising the Operations Coordinator responsible for admissions
mailings. This position serves as the primary functional expert for
Slate communications and collaborates with campus partners to
develop and implement technology solutions that improve operational
efficiency and the prospective and admitted student experience.
Major Responsibilities:
- CRM Management Provides strategic leadership for the admissions
CRM, directing communications strategy, infrastructure development,
marketing automation, portal enhancements, and implementation and
optimization of new system capabilities to improve recruitment and
enrollment operations.
Develops CRM standards, policies, and best practices while
providing leadership, training, and documentation to staff and
campus partners to maximize effective system utilization and
support Slate best practices.
Leads communications deployment strategy, develops scalable
communication workflows, and oversees CRM campaigns and A/B testing
to improve communication effectiveness while reducing operational
complexity.
Provides direct supervision, coaching, workload management, and
performance evaluation for assigned staff responsible for
admissions mailings and communications operations.
Provides strategic oversight for admissions portals, including
My Blue Hen Home, ensuring an engaging and effective student
experience throughout the enrollment lifecycle.
Admissions Operations Directs the development and maintenance
of communications procedures, process documentation, and
operational standards.
Reviews and ensures process maps are current and adhere to
Enrollment Management policies.
Develops and manages special program application processes for
new initiatives.
Provides leadership for operational planning, workflow
management, and continuous process improvement related to
admissions communications and mailings.
Performs business requirements gathering and analysis and
clearly communicates findings and process improvement
recommendations to various stakeholders.
Systems Directs the resolution of complex CRM data quality
issues and recommends long-term system improvements.
Develops data collection, analysis, and reporting plans to
cover recruitment and admissions activities, enrollment forecasts,
enrollment analysis, and the effectiveness of various marketing
efforts.
Leads the evaluation, implementation, and optimization of CRM
technologies that enhance enrollment communications and operational
efficiency.
Analytics and Reporting Provides strategic oversight for
communications analytics and reporting used to inform enrollment
planning, marketing decisions, and recruitment, application, and
enrollment strategies.
Develops enterprise reporting, dashboards, and automated
analytics and prepares regular reports on key metrics to support
leadership decision making and evaluate communication
effectiveness.
Creates and generates ongoing recruitment, application, and
enrollment reports to support admissions activities, decision
making, and enrollment strategies, and supports in-depth analysis
of those metrics.
Provides strategic reporting and analysis, including
comprehensive assessments that interpret patterns and trends and
determine overall data quality.
Collaborates with Enrollment Management leadership and campus
partners to develop CRM communication strategies and data solutions
supporting institutional priorities.
Performs other job-related duties as assigned.
Qualifications:
- Bachelors degree and four years of related experience, or
equivalent combination of education and experience.
- Advanced knowledge of Slate CRM communications, portals, and
marketing automation.
- Experience leading enterprise CRM initiatives and business
process improvement.
- Demonstrated leadership in project management and
cross-functional collaboration.
- 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 writing, oral communication and organizational
skills.
- Proficient computer skills and use of presentation
software.
- Effective interpersonal skills and ability to work effectively
with a wide range of constituencies in a diverse community.
- Supervisory experience.
- Strong presentation skills.
- Knowledge of student recruitment, retention issues and
admissions standards.
- Ability to multitask, work independently, and work as a team
member to achieve common goals.
Special Requirements:
- Ability to work some weekends and evenings.
Notice of Non-Discrimination and Equal Opportunity
The University of Delaware does not discriminate against any person
on the basis of race, color, national origin, sex, gender identity
or expression, sexual orientation, genetic information, marital
status, disability, religion, age, veteran status or any other
characteristic protected by applicable law in its employment,
educational programs and activities, admissions policies, and
scholarship and loan programs as required by Title IX of the
Educational Amendments of 1972, the Americans with Disabilities Act
of 1990, Section 504 of the Rehabilitation Act of 1973, Title VI
and VII of the Civil Rights Act of 1964, and other applicable
statutes and University policies. The University of Delaware also
prohibits unlawful harassment including sexual harassment and
sexual violence.
PI287903269
