Assistant Director of CRM, Office of Admission

Apply now Job no: 493231
Work type: Staff Full-Time
Location: Denver, CO
Categories: Admission / Financial Aid

The Enrollment Division at the University of Denver works to attract and enroll an optimal mix of qualified students who will enrich the composition of our learning community. The division, which consists of Undergraduate Admission, International Student Admission and Financial Aid, seeks to enroll students who will become leaders, scholars, artists, entrepreneurs, and public servants uniquely qualified to live in and shape a global society. Our vision is to serve with exceptional quality as we assist students making the transition to the University and ensuring their persistence to graduation. In our daily work, the enrollment team is guided by these values: excellence, innovation, engagement, integrity, inclusiveness, fair and consistent decision making, responsiveness, fiscal responsibility, open communication, collaboration, and professional development. Our enrollment goals, recruitment strategies and the admission and financial aid processes are designed to enroll a diverse, ethical and intellectually vibrant student body that can be successful at the University of Denver and go on to lead lives of meaning and purpose.

Position Summary

The Assistant Director of Constituent Relationship Management (CRM) Operations for the Enrollment Division will be responsible for managing the Slate CRM system on a day-to-day basis. This position will report to the Director of Communication and work closely with the Director of Admission, Director of Enrollment Services and Director of Enrollment Research & Analysis to utilize the Slate CRM platform to execute strategic enrollment initiatives. The ideal candidate will be process-oriented, pay close attention to details, and have strong writing and analytical thinking skills. Additionally, this role will require in-depth knowledge of admission, marketing and business processes. This position will be working remotely until deemed safe to return to campus. 

Essential Functions

CRM Management: Responsibilities include managing and leading the use of the Slate CRM platform, serving as a central point of contact for ensuring accuracy of company data; maintaining control of access rights, security settings and user privileges; process enhancements, change requests and system alterations; generating detailed process maps for workflow; responsible for executing campaigns from conceptualization through to analysis this includes idea generation and exploration, preparing and presenting proposals, overseeing the creative and production processes and championing successful execution. Work with the campus visit team and diversity and access team to ensure effective and accurate forms and procedures related to registering for and communicating about campus visits and events.

Training and Development: Creating or updating training manuals, policies and procedures; provisioning all new users and providing system training to all staff members; communicating future releases and enhancements.

Analysis: Building custom reports and dashboards specific to job functions; produce regular reports on Slate CRM campaign data, system usage and new functionality to relevant stakeholders across the University.

Strategic Project Management: Work with senior leadership of the division to help plan the goals, strategies and tactics in relation to the Slate CRM platform.

Knowledge Maintenance: Working with staff to know and understand their various programs and workflows to ensure that all content and data is consistent, accurate and on brand; regularly evaluate and update content to reflect the changing dynamics of both the programs/information and the audiences we interact with on a regular basis; attend admission counselor staff meetings, enrollment services meetings and actively participate in division-wide communication team.
Competitive research: Analyzing strategies being implemented by market leaders across industries and recommending changes to keep us ahead of the curve. Keep abreast of communication trends, especially as it relates to recruiting and admission.

In addition to the general duties listed above, the Assistant Director of CRM Operations will be a member of our Communication team. They will work closely with the team to help execute marketing and communication initiatives, manage all email and text communications sent out of Slate and oversee email campaign development, management and optimization of digital marketing strategies. The Communication team supports the mission and goals of the Enrollment Division by ensuring consistent and relevant messaging to empower, educate and excite prospective and current members of the DU community through creative and innovative strategies. The Communication team is responsible for creating and/or reviewing all communication touch points across a variety of platforms (website, social media, video, print, electronic, digital marketing, text messages, etc.) and works collaboratively to envision and execute campaigns in all of these areas.

In addition to following the University of Denver's policies and procedures, principal responsibilities include, but are not limited to:

  • CRM Management - Slate
  • Marketing and Communication
  • Training and Development
  • Data Reporting and Analysis for communication plan
  • Create and implement strategy to support continuous innovation in CRM
  • Project Management and Process Improvement

Knowledge, Skills, and Abilities

  • Communication Skills: Excellent written communication and speaking skills. Ability to effectively present information and respond to questions from students, University colleagues and the general public over the telephone, in writing and in person. Ability to edit and create new marketing/communications content in collaboration with other staff.
  • Data Management: Ability to read, analyze, interpret and report on marketing/communication and enrollment management data. Ability to explain complex data to a wide variety of people. Understand industry and data trends for a program/project/plan and translate into measurable action plans.
  • Customer Service Skills: Ability to provide exceptional customer service to students and families who are trying to navigate the admissions process.
  • Detail Oriented: Process oriented thinking and ability to pay careful attention to detail.
  • Organization and Time Management Skills: Ability to juggle a wide variety of tasks and effectively prioritize responsibilities.
  • Independent and Collaborate Worker: Demonstrated independent and forward thinking and ability to work well within a team with a high level of professionalism.
  • Training & Teaching Skills: Ability to provide training and give professional feedback and guidance to staff.
  • Positive leader and team builder.
  • Strong written and verbal communication skills.
  • Ability to organize time and tasks.
  • Ability to problem solve and forward-thinker.

Required Qualifications

  • Bachelor's degree or an equivalent combination of education and experience.
  • 3-5 years of work experience in admission office environment. 
  • Prior experience with Slate CRM.

Preferred Qualifications

  • Bachelor's degree.
  • Prior experience with Banner and Parchment.
  • Basic knowledge of Power BI and/or Tableau.

Work Schedule
Monday - Friday, 8:00 a.m. - 4:30 p.m.

Application Deadline
For best consideration, please submit your application materials by 4:00 p.m. (MST) on Thursday, September 10, 2020.

Special Instructions
Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Range
Salary will be determined by the qualifications of the selected candidate balanced with departmental budget availability, internal salary equity considerations, and available market information.

Please include the following documents with your application:

  1. Resume
  2. Cover Letter

The University of Denver is committed to enhancing the diversity of its faculty and staff. We are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, religion, sex, sexual orientation, gender identity, disability, military/ veteran status or any other status protected by law.

All offers of employment are based upon satisfactory completion of a criminal history background check.

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