Associate Director of CRM Strategy

Title: Associate Director of CRM Strategy

Position Number: 998354 

Unit/Department: Admission

Salary: Commensurate with experience and qualifications of the selected candidate 

Department Summary:

Drake University's Office of Admission is responsible for enrolling the University's vibrant, talented, and diverse undergraduate students. Led by the Dean of Admission and in collaboration with a team of talented professionals, this department works in conjunction with campus partners to identify and recruit future Bulldogs (students, not actual bulldogs) both in the state of Iowa and across the United States and world.

Job Summary:

The Office of Admission seeks a dynamic individual to join our amazing team. We are hiring for an Associate Director of CRM Strategy to be the lead manager of the office’s client relationship management (CRM) system, Technolutions Slate, and provide an array CRM support services to the Office of Admission and key campus partners.

As the lead CRM manager, the Associate Director of CRM Strategy is a subject matter expert on Slate and supports continual product development that serves undergraduate recruitment and enrollment goals and strategies.

The Associate Director of CRM Strategy reports to the Dean of Admission and collaborates closely with various leaders within the office of admission and across campus that support recruitment efforts such as Financial Aid, New Student and Parent Programs, and Residence Life to name a few. Key duties of the Associate Director of CRM Strategy include developing and supporting front-facing CRM functionality (i.e. events, web microsites/portals, interactive forms, etc.). Additionally, the Associate Director of CRM Strategy participates in the development of CRM-based tools used by the Office of Admissions and campus partners such as query/report construction and other data analytical tools.

Outside of Slate responsibilities, the Associate Director of CRM Strategy also manages the Assistant Director of CRM Strategy who works in collaboration managing the Slate instance and assigned projects. The Associate Director of CRM Strategy also helps support vendor-provided services used by the Office of Admissions, identifies opportunities for continuous improvement, and participates in appropriate CRM user forums.

As all undergraduate admission operations (applications, communications, queries, reports, etc.) run through Slate, this CRM lead position is vital to the success of the Office of Admission. As a result, we are looking for someone responsible, trustworthy, and dependable with good interpersonal skills and a curiosity to push Slate and maximize our usage of the tool. This individual should have great attention to detail, excellent communication skills, and the ability to adapt to change (as the work of recruitment and admission is constantly evolving).

Minimum Qualifications:

• Bachelor’s degree

• Minimum 2 years of experience managing a client relationship management (CRM) system, Slate preferred

• Ability to work independently and effectively while managing multiple initiatives

• Outstanding attention to detail

• Excellent time management skills

• Great interpersonal skills

• A positive and professional attitude

Preferred Qualifications:

• Master’s degree

• Strong analytical skills with the ability to collect, organize, and analyze detailed information accurately

• Experience in a higher education or other non-profit environment

• Knowledge of SQL, JavaScript, HTML, CSS, or other scripting languages, a plus

Job Duties:

• 35% - CRM Lead for Office of Admission and Drake University Serve as the Customer Relationship Management system (Technolutions Slate) lead and functional expert for the Office of Undergraduate Admission and Drake University as a whole. Responsible for identifying, designing and applying the most effective ways to use Slate (CRM) from inquiry to yield in order to achieve enrollment goals. Serve as the official liaison for CRM between the Office of Undergraduate Admission, Bright College, Orientation, the Office of Residence Life, Financial Aid and college and school undergraduate. Collaborate and lead efforts to align the CRM, best practices and how it is used to improve the customer journey in other units. Apply demonstrated expertise and leadership to guide and train university Slate users in order to streamline system use, systematize innovation, and standardize use of CRM tools, queries and reports across units. Create culture of collaboration with key Slate leaders on campus, speci