Under the supervision of the Director of Graduate Recruitment
Marketing, the CRM Specialist is a critical member of both
operations and the recruitment marketing team and is responsible
for the planning, configuration, deployment, and optimization of
CRM communications and related recruitment technologies. This role
includes managing data reports, strategizing campaign tracking, and
the analysis and visualization of the effectiveness of campaigns.
This role works on the integration of information from prospect to
enrollment, ensuring that there is a consistent review of tactics
and recommending intervention strategies.
In addition, this position works in close collaboration with the
Manager of Graduate Services Operations, who serves as the primary
administrator of the Graduate instance of Slate, to ensure
adherence to established system processes, data governance
standards, and institutional policies and procedures. The Graduate
College seeks a team member with a continuous improvement
orientation who will move our mission forward with urgency.
MAJOR RESPONSIBILITIES:
CRM Management
- Manages the graduate admissions CRM in all functional 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.
- In partnership with the Manager of Graduate Services
Operations, develops and leads training of end-users to maximize
systems knowledge and process alignment.
- Creates queries for office communication deployment and finds
systematic approaches to create more efficiencies in
messaging.
- Develops and maintains CRM configurations, including
configurable joins and communication modules, to support data
integrity, campaign execution, reporting, and operational
efficiencies across the graduate enrollment lifecycle.
- Develops, maintains, and updates CRM system documentation,
communication procedures, process maps, and end-user training
materials.
Admissions Operations
- Remains well-versed in analytics platforms like Google and
Adobe Analytics, and Ping data analysis to inform
decision-making
- Reviews and ensures process maps are current and adhere to
enrollment management policies.
- Serves as a member of the Graduate Recruitment Marketing
team
- Performs business requirements gathering and analysis, 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.
- Evaluates new technologies for process enhancement and
integration with existing systems.
Analytics and Reporting:
- Develops automated dashboards and recurring reports.
- Analyzes recruitment, application, enrollment, and campaign
performance data.
- Presents findings and recommendations to leadership.
- Develops and designs a streamlined and automated approach to
data management, analytics and presentation.
- Develops a data collection, analysis and reporting plan to
cover recruitment and marketing activities, recruitment and
enrollment forecasts, recruitment and enrollment analysis, and
effectiveness of various marketing efforts.
- 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.
- CRM experience required, Slate CRM experience preferred;
Tableau and Analytics desired.
- Experience with assessment and implementation of systematic
approaches for communications.
- Experience leveraging a CRM to build automated email messaging
campaigns.
- Effective written and oral communication and organizational
skills.
- Strong presentation and data visualization skills.
- Effective interpersonal skills and ability to work effectively
with a wide range of constituencies in a diverse community.
- Knowledge of graduate student recruitment and admissions
standards.
- Ability to multitask and work independently as a team member to
achieve common goals.
- Proficient computer skills and use of presentation
software.
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.
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