The Enrollment Communication and CRM Specialistis responsible for the overall communication administration and support of the Customer Relationship Management System, Slate. TheEnrollment Communication and CRM Specialist will apply their skills as a seasoned database professional to support and to grow the capabilities of the Slate platform to meet the needs of Undergraduate Admissions. They will maintain data integrity and conduct on-going analysis of business processes that align with overall department goals. The position requires strong interpersonal communication and technical writing skills and will lead or coordinate projects and work with other departments such as enrollment marketing and be willing to communicate the needs of undergraduate admissions. This person must be able to think critically and creatively about how the Slate platform can be used to increase efficiencies and provide a more holistic experience to students, parents, and counselors to achieve enrollment goals and be adaptable, growth-minded, and able to work with a diverse team of individuals with varying technological knowledge. They must also be able to function independently, own their work, and see projects through to completion. There is an opportunity for this position to be fully remote upon approval from the Director of Undergraduate admissions.
Traditional characteristics of the Enrollment Communication and CRM Specialist:
- Should have the curiosity and expertise of the CRM, Slate, and participate in the CRM community
- Understand the admissions processes, enrollment funnel and all stages of the enrollment cycle
- Have excellent writing skills with the intention to write, create and execute all undergraduate emails, and messaging to be deployed through the CRM
- Be the “go-to” person for the users on the undergraduate enrollment team
- Be an advocate for the CRM within the organization and help to appropriately expand its use as needed to impact the student experience positively and thus enhancing enrollment opportunities for the university.
- Take data quality seriously and work to maintain the integrity of the data, including time and effective measurement and reporting to evaluate the impact and effectiveness of activities in the CRM system.
Responsibilities: (This list represents but does not include all related responsibilities the employee may be required to perform.) The Enrollment Communication and CRM Specialist will:
- Support and advance Northwood University’s Vision, Mission, Values, Code of Ethics, and Outcomes;
- Work exclusively with the undergraduate enrollment Director of Admissions and Vice President of Undergraduate Enrollment to grow the capabilities of the Slate platform to meet the needs of Undergraduate Admissions.
- Serve as a critical team contributor of creative ideas to utilize the capabilities of the CRM system best and work collaboratively across campus to develop and implement these initiatives aimed toward enhancing enrollment outcomes;
- Work with the Database Manager to maintain data integrity and conduct on-going analysis of business processes that align with overall department goals.
- Establish and manage an inclusive communication schedule by developing and deploying relevant emails and SMS messages to be leveraged across all student target audiences to drive customer engagement and matriculation.
- Execute communications emails using new or existing templates, specifically ensuring targets are accurate.
- Support development of on-going and new drip email campaigns, specifically updating the template to be used and ensuring the logic is accurate.
- Work with the Database Manager on effective and timely monitoring of CRM system data, data quality and accuracy, effective migration of data, and integration of data relative to various enrollment lead sources (purchased or organically obtained)
- Gather, analyze, prepare and summarize business and user needs, documenting requirements and revising existing system and process logic issues as necessary.
- Work with undergraduate admissions staff on CRM best practices and provide documentation and training as needed.
- Work in accordance with the IT department under the direction of the Vice President of Undergraduate Enrollment and Director of admissions to integrate new tools and systems to support new student enrollment as they become available and necessary/desired.
- Maintain and advance a CRM reporting dashboard to support the assessment of activities and relevance/effectiveness towards enrollment initiatives activated .
- Manage data uploads while maintaining data integrity, create or update events forms, and even portals within Slate CRM while providing documentation and training as needed.
- Perform other functions as needed.
Expectations: The Enrollment Communication and CRM Specialist is expected to:
- Apply technical expertise and business analysis concepts to identify, evaluate and define complex systems scope and objectives with an understanding of applicable business practices, processes, systems, and industry standards to meet end-user needs.
- Create and document technical specifications to meet user needs within the department, including developing and implementing complex CRM-user interface designs.
- Conduct on-going analysis of business processes, make recommendations, and deliver solutions that align with the overall department roadmap.
- Provides support and training on new applications and guides and less-experienced CRM Users.
- Work with IT team and database manager to monitor data quality, migration, and integration into and out of the CRM system to ensure proper coding and classifications for recruitment efforts.
- Actively engage and explore necessary practices to increase customer engagement and, ultimately, enrollment through the optimization of existing tools and the integration of new tools/systems as needed or available
- Lead the development of CRM system training documents for staff members and new users.
- Promote and ensure ongoing transparency through excellent communication techniques.
- Be responsible for projects related or not related, to Admissions as assigned.
Qualifications: Requirements for The Enrollment Communication and CRM Specialist:
- Possess a bachelor’s degree, preferably in Business, Marketing, or related area, and/or equivalent 4-7 years of related experience/training
- Have admissions experience and understand all facets of the enrollment cycle and funnel.
- Have 3 years of CRM experience, specifically with Slate.
- Have excellent writing skills with experience writing various drip campaigns
- Have proven customer service orientation combined with the ability to work well and engage others
- Possess creativity, initiative, and enthusiasm about the importance of, and possibilities of the CRM system.
- Have excellent business analysis and problem-solving skills
- Have experience in providing positive end-user support.
- Be a quick, analytical thinker and decision-maker that best serves enrollment and the university.
- Understand how to effectively engage colleagues and communicate complex concepts relevant to the CRM system.
- Have a strong proficiency with computer applications, including Windows-based programs and databases.
- Demonstrated experience working in a team environment and ability to manage projects from inception to implementation.
- Strong organizational skills and the ability to prioritize and adhere to a time-sensitive schedule.
- Initiative and ability to handle multiple tasks with minimal supervision.
Northwood University has an institutional philosophy which emphasizes free enterprise in a context of limited government and individual responsibility. The ideal candidate will have a strong attraction to the mission and core values of Northwood University. Applicants are encouraged to familiarize themselves with the University’s outcomes at www.northwood.edu/aboutus/.
Job Type: Full-time
Benefits:
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person