Associate Director of Constituent Relationship Management (CRM) Operations and Communications

The Enrollment Division at the University of Denver (DU), which consists of Undergraduate and International Admission teams, and Financial Aid, works to attract, enroll, and cultivate an optimal mix of vibrant and intellectually-motivated students who will enrich the composition of our learning community and go on to lead lives of meaning and purpose. Recognizing education as a means of individual and societal transformation, our vision is to inspire, guide, and support prospective students as leaders and scholars who will positively impact their communities. In our daily work, the enrollment team is guided by these values: intentional and informed decisions; integrity; diversity, equity, and inclusion; collaboration; fiscal responsibility; clear and thoughtful communication; and exceptional quality service.

Position Summary

The Associate Director of Constituent Relationship Management (CRM) Operations and Communications for the Enrollment Division is responsible for managing the Slate CRM system. This position reports to the Director of Communications and work closely with the directors of Admission, Enrollment Services and Enrollment Research & Analysis to utilize the Slate CRM platform to execute strategic enrollment initiatives. The ideal candidate is meticulous and diligent and must have strong analytical skills. This role requires in-depth knowledge of admission, marketing, and business processes.

• CRM Operations Management: manage and lead the use of the CRM system as the central point of contact to ensure accurate data, control access, enhance processes, map workflows, propose new CRM processes, oversee implementation, and champion execution.
• CRM Communications Management: work closely with the Director of Communications and Marketing to oversee email and text communications in Slate, including automated campaigns, while supporting various teams in executing new initiatives and improving existing email campaigns within Undergraduate Admission.
• Strategic project management: maintain project management software for communication team coordination. Assist division leadership in planning communication goals related to Slate CRM. 
• Training and development: Oversee CRM training, manage Media Operations Ambassadors for CRM support and communications, and coordinate system updates and staff training.
• Knowledge maintenance: Collaborate with admission staff, maintain content consistency, attend relevant meetings, and update information as needed.
• Competitive research: analyze CRM strategies of industry leaders, suggest improvements. Stay updated on communication trends for CRM, recruitment, and admission.

The Associate Director of CRM Operations and Communication joins the team that supports the Enrollment Division's goals through creative messaging across various platforms.

Essential Functions

Responsibilities include:

• Adherence to DU policies and procedures.
• CRM operations and communications management in Slate.
• Marketing and communication.
• Project management and process improvement.
• Training and development.
• Developing strategy for CRM innovation.

Knowledge, Skills and Abilities

• Communication Skills: strong communication skills in writing, speaking, and marketing collaboration with staff.
• Data Management: analyze marketing data, interpret trends, and create action plans while explaining complex processes.
• Detail Oriented: detail-oriented with process-focused thinking.
• Independent and Collaborative Worker: proven reliability both independently and in team settings.
• Training & Teaching Skills: train and provide feedback to staff, including students with diverse CRM skills.
• Positive leader, team builder, and forward-thinker
• Ability to organize time and prioritize a variety of tasks
• Ability to solve problems, innovate and adapt

Required Qualifications

• Bachelor's degree or an equivalent level of education and experience
• 3-5 years of work experience in admission office environment and CRM management
• Prior experience with Slate
• Strong communication skills

Preferred Qualifications

• Prior experience with Banner and Parchment
• Prior experience with Wrike or similar project management software
• Basic knowledge of Power BI and/or Tableau

Working Environment

• Standard office environment.
• Unexpected interruptions often occur, and stress level is moderate to high.
• Noise level is quiet to moderate.
• Some nights/weekends may be required on occasion.