Drake University Asst Director, Customer Relations Management System Strategy - 998354 in Des Moines, Iowa
Asst Director, Customer Relations Management System Strategy - 998354
Drake University's Office of Admission is excited to welcome a new member to their undergraduate team. Slate (CRM) has been a part of our admission operations for four admission cycles, however, there is much potential for continued innovation and creativity as we leverage this system to improve both our internal processes as well as the customer (student and parent) journey experience. We are seeking: a creative, analytical thinker who enjoys presenting solutions and problem solving to get the job done. An entrepreneurial mindset and someone who is comfortable navigating ambiguity. Ability to work with data of variety levels of quality and validity. Strong listening, verbal and written communication skills. Ability to manage multiple activities in a deadline-oriented environment. Strong organization skills, flexibility, and rigorous attention to detail. Responsibilities will require collaboration with a variety of teams within the office and a desire to further empower members of the admission team to be better Slate users. A desire to work collaboratively, and willingness to be creative and push new ideas are vital to success within the role. With a key part of this job serving as a member of our communication team the ability to write creativity and with an intention of engaging an audience is essential. This new team member will consistently evaluate the messaging they are responsible to monitor it's success to drive calls to action and adjust messages accordingly to achieve various engagement goals.
Function Percent Description
Support CRM Leadership and Evolution and Project Management
Serve as key team member of Customer Relationship Management system (Technolutions Slate) team for the Office of Undergraduate Admission. Responsible for assisting with identifying, designing and applying the most effective ways to use Slate (CRM) from inquiry to yield in order to achieve undergraduate enrollment goals. Responsible for exploring, recommending and implementing new uses of functionality under direction of and in collaboration with Associate Director of CRM strategy.
Consult and manage specific CRM projects under guidance of Associate Director of CRM Strategy for admission areas (including operations, events, communications, enrollment strategy and data analysis for entering first year and transfer external deparments) and staff. Support Drake’s ability to consistently innovate, enhance, and evolve how undergraduate admission and other campus units leverage the CRM to create a smooth customer journey.
Serve in a consultative role for internal teams such as processing, events and communications to ensure accurate and quality data input and output. Includes working in conjunction with Associate Director for CRM and in building, publishing, and maintaining populations, rules, queries, reports and templates that live within CRM as well as developing and maintaining queries and reports as needed for Office of Admission.
Serve as key partner on Communication Strategy team within the Office of Undergraduate Admission. Meet, consult, and collaborate with Associate Director of Communications Strategy. Responsible for writing, designing, and executing some messaging out of CRM for target market populations, events, and individual territory management strategies. Develop skills as T4 web user. Assist with building admission presentations that tie in university messaging and branding and leverage various marketing tools.
Visit Team and National Alumni Scholarship
Responsible for consulting, designing, and building Slate events as a member of the strategic visit and events team. Serve as collaborative partner on this team through the enrollment management cycle. In conjunction with strategic visit and events team establish event cycle prep priorities, timelines, and data needs to ensure smooth customer journey on behalf of students, families and staff and the meeting of key enrollment cycle deadlines. Provide consistent training strategic visit and events team within Slate Event’s portal.
Own build, maintenance and communication stream for National Alumni Scholarship Program. This includes collaborating with key members from Office of Admission and Alumni Office.
Cycle Prep and External Application Development and Management
Build and maintain digital structure and supporting processes for application review processes for undergraduate admission within CRM. Includes developing hands-on knowledge around current processing functions to better understand workflow and student experience. Lead collaborative efforts with Operations and Processing team to troubleshoot problems and identify opportunities for improvement.
Consult directly with campus partners that host and review target applications throughout the enrollment cycle. Support on boarding new applications and partners each year and responsible for updating, editing and maintaining applications each cycle.
Work directly with Associate Director for Communication Strategy to develop and execute communication campaigns for target applications to drive engagement and yield within enrollment funnel.
Identify opportunities for consistent continuing education and training for CRM within Office of Undergraduate Admission and campus partners such as Bright College, Orientation, and graduate college and school admission teams. Work collaboratively with Assistant Director of CRM Strategy and campus partners to identify, design and deliver programs throughout enrollment cycle.
06 0% Other duties as assigned.
Experience with CRMs such as Technolutions Slate, Adobe, other design programs, and entry level coding is preferred, but not required.
Required Documents Message:
Cover Letter, Resume/CV
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Drake University is an equal-opportunity employer and actively seeks applicants who reflect the diversity of the nation. No applicant shall be discriminated against on the basis of race, color, national origin, creed, religion, age, disability, sex, pregnancy, gender identity or expression, sexual orientation, genetic information, veteran status or any characteristic protected by law in its educational programs and activities, admissions, or employment..