Associate Director, CRM Administrator, Admissions Office

University of Delaware•Newark, NJ

16h

About The Position

The Office of Admissions at the University of Delaware receives more than 40,000 first-year and transfer applications annually, hosts recruitment events, and maintains a prospect list of nearly one million students. Under the supervision of the Director of Operations, the Associate Director provides strategic leadership for CRM communications, marketing automation, and admissions technology supporting recruitment and enrollment objectives. The role oversees Slate communication strategy, portal development, analytics, and communication deployment, and supervises the Operations Coordinator responsible for admissions mailings. The Associate Director is the primary functional expert for Slate communications and collaborates with campus partners on technology solutions that improve operational efficiency and the prospective and admitted student experience. The position provides strategic direction for the admissions CRM, including communications strategy, system infrastructure, marketing automation, portal enhancements, and the implementation and optimization of system capabilities. It develops CRM standards and best practices, leads staff training and documentation, oversees campaigns and A/B testing, and manages communications workflows. It also directs admissions communications procedures, process documentation, application processes for special programs, and continuous operational improvement. The Associate Director leads complex CRM data-quality resolution and evaluates technologies that support enrollment communications and operational efficiency. The role provides strategic oversight for analytics, reporting, dashboards, and automated reporting used in enrollment planning, marketing decisions, and recruitment, application, and enrollment strategies. It collaborates with Enrollment Management leadership and campus partners to develop CRM communication strategies and data solutions supporting institutional priorities. Other job-related duties may be assigned.

Requirements

Bachelor's degree and four years of related experience, or an 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.
Knowledge of configurable joins and Slate modules, particularly communications.
Knowledge of Google Analytics and Ping data analysis to inform decision-making.
Experience assessing and implementing systematic approaches for communications.
Effective writing, oral communication, and organizational skills.
Proficient computer skills, including use of presentation software.
Effective interpersonal skills and ability to work 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 contribute as a team member toward common goals.
Ability to work some weekends and evenings.

Nice To Haves

Tableau experience.
Analytics experience.

Responsibilities

Provide strategic leadership for the admissions CRM, including communications strategy, infrastructure development, marketing automation, portal enhancements, and system optimization.
Develop CRM standards, policies, best practices, training, and documentation for staff and campus partners.
Lead communications deployment strategy, create scalable workflows, and oversee CRM campaigns and A/B testing.
Supervise, coach, manage workloads, and evaluate assigned staff responsible for admissions mailings and communications operations.
Provide strategic oversight for admissions portals, including My Blue Hen Home.
Direct the development and maintenance of communications procedures, process documentation, and operational standards.
Review process maps to ensure they are current and adhere to Enrollment Management policies.
Develop and manage special-program application processes for new initiatives.
Lead operational planning, workflow management, and continuous process improvement for admissions communications and mailings.
Gather and analyze business requirements and communicate findings and process-improvement recommendations to stakeholders.
Direct resolution of complex CRM data-quality issues and recommend long-term system improvements.
Develop data collection, analysis, and reporting plans for recruitment and admissions activities, enrollment forecasts, enrollment analysis, and marketing effectiveness.
Lead the evaluation, implementation, and optimization of CRM technologies.
Oversee communications analytics and reporting used for enrollment planning, marketing decisions, and recruitment, application, and enrollment strategies.
Develop enterprise reporting, dashboards, and automated analytics; prepare regular reports on key metrics for leadership decision-making and communication-effectiveness evaluation.
Create ongoing recruitment, application, and enrollment reports and support in-depth analysis of metrics.
Provide strategic reporting and analysis, assess patterns and trends, and evaluate overall data quality.
Collaborate with Enrollment Management leadership and campus partners on CRM communication strategies and data solutions.
Perform other job-related duties as assigned.