CRM Manager

DEFINITION:

This position supports student recruitment, admissions, student engagement, and student success initiatives through the ongoing maintenance, support, and enhancement of the college's Customer Relationship Management (CRM) platform. This position provides user support and training, creates and maintains CRM reports, promotes data integrity, assists with system troubleshooting and integration efforts, and in collaboration with key stakeholders, including Community Relations & Marketing and Student Services, develops and maintains communication workflows. Working closely with the Dean of Enrollment Services, the director helps align people, processes, and technology to support enrollment goals while enhancing the student experience from initial interest through enrollment, persistence, and completion.

SUPERVISION RECEIVED AND EXERCISED:

Receives direct supervision from the Dean of Enrollment Services. Provides technical and functional guidance to platform users.

ESSENTIAL AND OTHER IMPORTANT FUNCTIONS STATEMENTS:

Essential and other important responsibilities and duties may include, but are not limited to, the following: Essential Functions: Serves as the institutional subject matter expert and primary administrator for the enrollment CRM and related enrollment systems, ensuring systems effectively support enrollment priorities and processes. Configures, tests, implements, and continuously optimizes CRM functionality, including workflows, automation, forms, applications, portals, communications, and other system tools. Partners with the Dean of Enrollment Services and enrollment stakeholders to translate strategic priorities and business needs into effective systems, processes, and technology solutions. Leads enrollment systems projects and enhancements, including requirements gathering, project planning, testing, implementation, change management, and documentation. Partners with Information Technology and other campus stakeholders to ensure effective integration and data exchange among the CRM, student information system, and other related technologies. Manages data imports, exports, record matching, deduplication, and other data management processes to maintain accurate and reliable enrollment records. Coordinates testing of updates, integrations, and changes to the CRM and related institutional systems to ensure continued functionality, data integrity, and effective system performance. Serves as the primary liaison with CRM vendors and external partners to coordinate support, troubleshoot issues, and implement system enhancements. Develops and maintains enrollment dashboards, reports, and other data tools that provide timely and actionable information to enrollment leadership and stakeholders. Oversees system access, security, continuity, and disaster recovery processes, including user permissions and business continuity activities, as appropriate. Works with platform users to learn and implement AI functionality and AI team members. Other Important Functions: Provides training, consultation, and ongoing support to CRM users, promoting effective adoption and consistent use of system capabilities. Develops and maintains user guides, technical documentation, process documentation, training materials, and other resources related to enrollment systems. Monitors the effectiveness, performance, and deliverability of CRM-based communications and recommends improvements. Collaborates with campus partners on cross-functional initiatives involving enrollment technology, communications, data, and process improvement. Participates in the evaluation and implementation of new technologies, vendors, integrations, and system capabilities. Monitors emerging enrollment technology, CRM capabilities, and industry practices and recommends opportunities for improvement. Participates in relevant professional development activities and professional communities to maintain current knowledge and expertise. Performs other duties as assigned.

QUALIFICATIONS:

Preferred Knowledge of: Customer relationship management (CRM) systems and their application across the student lifecycle, including enrollment, recruitment, admissions, retention, student success, engagement, and student communications; experience with Element451 preferred. Enrollment and student success technology ecosystems and the integration of CRM platforms with student information systems, communication platforms, data sources, and other institutional technologies. CRM administration and system management, from day-to-day configuration, data management, troubleshooting, and user support to system planning, optimization, and long-term strategy. Enrollment, retention, and student success processes within a community college or higher education environment, including the prospective student, applicant, and enrolled student lifecycle. FERPA, data privacy, security, and related requirements governing the appropriate collection, use, access, and protection of student and prospective student information. Community College experience preferred. Ability To: Coordinate complex CRM and enrollment technology operations. Train staff and serve as CRM liaison to campus stakeholders. Communicate clearly and professionally, both orally and in writing. Troubleshoot technical issues and resolve problems quickly. Work independently and collaboratively with internal and external partners. Manage multiple projects and priorities in a fast-paced environment. Meet deadlines, ensure system progress, and communicate needs effectively.

EXPERIENCE AND TRAINING GUIDELINES:

Minimum Education/Training/Experience: An Associate's degree or higher is preferred. Minimum of 1-3 years combined full or part-time experience in an educational setting with direct CRM and enrollment technology systems and strategy. Special Instructions to Applicants This position REQUIRES UNOFFICIAL TRANSCRIPTS AND/OR TRAINING CERTIFICATIONS be submitted in addition to the application. Please have these documents ready to upload when applying. Candidates are required to submit OFFICIAL TRANSCRIPTS for all degrees obtained prior to their first day of work or hire date. If highest level of education is High School diploma or equivalent, proof of completion is required. Candidates who have obtained their education outside of the US and its territories must have their academic degree(s) validated, at their own expense, by an outside credential evaluation service as equivalent to the Baccalaureate or Master's degree conferred by a regionally accredited college or university in the United States. To claim veterans’ preference, all eligible persons shall submit a DD Form 214, Certificate of Release or Discharge from Active Duty, to Human Resources during the application process. Human Resources will verify eligibility. #J-18808-Ljbffr Cape Fear Community College