Associate Director, CRM Administrator, Admissions Office
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Job no: 504036
College / VP Area: VP for Enroll Management
Work type: Staff
Location: Newark, DE
Categories: Admissions, Administrative Support
Pay Grade: 30E
Context of Job:
The Office of Admissions at the University of Delaware receives more than 40,000 first year and transfer student applications per year, hosts on-campus and off-campus recruitment events and maintains a prospect list of nearly one million students nationwide and throughout the world. Under the supervision of the Director of Operations, the Associate Director provides strategic leadership for CRM communications, marketing automation, and admissions technology that supports recruitment and enrollment objectives. The Associate Director oversees Slate communication strategy, portal development, analytics, and communication deployment while supervising the Operations Coordinator responsible for admissions mailings. This position serves as the primary functional expert for Slate communications and collaborates with campus partners to develop and implement technology solutions that improve operational efficiency and the prospective and admitted student experience.
Major Responsibilities:
- CRM Management Provides strategic leadership for the admissions CRM, directing communications strategy, infrastructure development, marketing automation, portal enhancements, and implementation and optimization of new system capabilities to improve recruitment and enrollment operations.
- Develops CRM standards, policies, and best practices while providing leadership, training, and documentation to staff and campus partners to maximize effective system utilization and support Slate best practices.
- Leads communications deployment strategy, develops scalable communication workflows, and oversees CRM campaigns and A/B testing to improve communication effectiveness while reducing operational complexity.
- Provides direct supervision, coaching, workload management, and performance evaluation for assigned staff responsible for admissions mailings and communications operations.
- Provides strategic oversight for admissions portals, including My Blue Hen Home, ensuring an engaging and effective student experience throughout the enrollment lifecycle.
- Admissions Operations Directs the development and maintenance of communications procedures, process documentation, and operational standards.
- Reviews and ensures process maps are current and adhere to Enrollment Management policies.
- Develops and manages special program application processes for new initiatives.
- Provides leadership for operational planning, workflow management, and continuous process improvement related to admissions communications and mailings.
- Performs business requirements gathering and analysis and clearly communicates findings and process improvement recommendations to various stakeholders.
- Systems Directs the resolution of complex CRM data quality issues and recommends long-term system improvements.
- Develops data collection, analysis, and reporting plans to cover recruitment and admissions activities, enrollment forecasts, enrollment analysis, and the effectiveness of various marketing efforts.
- Leads the evaluation, implementation, and optimization of CRM technologies that enhance enrollment communications and operational efficiency.
- Analytics and Reporting Provides strategic oversight for communications analytics and reporting used to inform enrollment planning, marketing decisions, and recruitment, application, and enrollment strategies.
- Develops enterprise reporting, dashboards, and automated analytics and prepares regular reports on key metrics to support leadership decision making and evaluate communication effectiveness.
- Creates and generates ongoing recruitment, application, and enrollment reports to support admissions activities, decision making, and enrollment strategies, and supports in-depth analysis of those metrics.
- Provides strategic reporting and analysis, including comprehensive assessments that interpret patterns and trends and determine overall data quality.
- Collaborates with Enrollment Management leadership and campus partners to develop CRM communication strategies and data solutions supporting institutional priorities.
- Performs other job-related duties as assigned.
Qualifications:
- Bachelors degree and four years of related experience, or equivalent combination of education and experience.
- Advanced knowledge of Slate CRM communications, portals, and marketing automation.
- Experience leading enterprise CRM initiatives and business process improvement.
- Demonstrated leadership in project management and cross-functional collaboration.
- Slate CRM experience required; Tableau and Analytics desired; well-versed in configurable joins and all slate modules with a focus on communications.
- Well-versed in Google analytics and Ping data analysis to inform decision-making.
- Experience with assessment and implementation of systematic approaches for communications.
- Effective writing, oral communication and organizational skills.
- Proficient computer skills and use of presentation software.
- Effective interpersonal skills and ability to work effectively with a wide range of constituencies in a diverse community.
- Supervisory experience.
- Strong presentation skills.
- Knowledge of student recruitment, retention issues and admissions standards.
- Ability to multitask, work independently, and work as a team member to achieve common goals.
Special Requirements:
- Ability to work some weekends and evenings.
Notice of Non-Discrimination and Equal Opportunity
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VI and VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.
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