CRM Specialist

PAY GRADE: 29E

CONTEXT OF THE JOB: 

The University of Delaware receives more than 9,500 graduate student applications per year, hosts on-campus and off-campus recruitment events and supports all 200-plus graduate programs. The University of Delaware applicant portfolio consists of both international, domestic and online applicants seeking research-focused doctoral and professional master’s degrees along with 36 certificate programs. The position is found within Graduate College.

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.