Customer Relationship Management (CRM) Manager
Company: King University
Job Location:
Category: Admissions and Enrollment
Type: Full-Time
Position Title: Customer Relationship Management System (CRM) Manager
Reports To: Vice President of Enrollment
Department: Enrollment / Admissions
FLSA Status: Exempt
Job Description
King University seeks a highly motivated and detail-oriented Customer Relationship Management (CRM) Manager to oversee, manage, and optimize the University’s CRM system, Element 451. This position is critical to ensuring optimal use of our CRM Element451 to enhance communication, reporting, and relationship-building with prospective students, current students, and other key stakeholders to meet both undergraduate, adult, and graduate studies enrollment goals.
Responsibilities CRM System Management
- Serve as one of the primary administrators for the Element451 CRM, ensuring the system is operating efficiently and meeting the needs of the university.
- Customize and maintain CRM applications, workflows, forms, and processes to support recruitment and enrollment objectives.
- Manage the CRM’s data architecture, ensuring data integrity and accuracy across all platforms and integrations.
- Monitor and troubleshoot issues within the CRM system, working closely with Element451 support when necessary.
Data Analysis & Reporting
- Prepare essential queries on admission activities, outcomes, and progress toward enrollment goals.
- Generate, analyze, and interpret reports from the CRM to provide actionable insights to Enrollment Management leadership.
- Utilize data from the CRM to develop strategies that enhance student engagement, recruitment, and retention.
- Provide leadership and department heads with regular updates and reports on CRM performance metrics, conversion rates, and campaign effectiveness.
- Collaborate with senior leadership, marketing and admissions members to optimize targeted communications and outreach based on data insights.
Team Training & Support
- Train staff on the effective use of the Element451 CRM, providing ongoing support to ensure team members can fully leverage the system’s features.
- Develop and deliver documentation, resources, and training materials for end-users.
- Serve as the point of contact for internal CRM-related questions and troubleshooting.
- Serve as the technical lead for Element 451 integrations and source formats.
Communication Strategy & Automation
- Develop and implement automated communication workflows (emails, text messaging, etc.) to improve the university’s outreach to prospective and current students.
- Collaborate with Enrollment Management leadership, Marketing, and Student Affairs to align CRM strategies with broader institutional goals.
- Optimize the CRM’s marketing automation features to increase engagement across various communication channels.
Collaboration
- Work closely with the Enrollment Management team to ensure alignment between CRM functionality and recruitment strategy.
- Collaborate with IT and other key campus stakeholders to ensure smooth integrations between Element451 and other systems used by the university.
- Coordinate with marketing to ensure consistent messaging and branding across digital communications delivered through the CRM.
Qualifications
Education
- Bachelor’s degree in Information Systems, Marketing, Business Administration, or a related field.
Experience
- Minimum of 2 years of experience working with CRM systems, preferably in higher education.
- Experience with Element451 CRM is highly desirable.
- Proficiency in data analysis, reporting, and workflow automation.
Skills
- Strong understanding of CRM management, particularly in relation to recruitment and retention in a higher education context preferred.
- Excellent data management and critical thinking skills.
- Strong communication and collaboration skills, with the ability to work across departments.
- Proficiency in Microsoft Office Suite and CRM reporting tools.
- Ability to manage multiple projects simultaneously and meet deadlines.
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