Associate Director, CRM Administrator, Admissions Office

University of Delaware•Newark, DE

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. As the primary functional expert for Slate communications, the Associate Director collaborates with campus partners on technology solutions that improve operational efficiency and the prospective and admitted student experience. The position leads admissions CRM infrastructure, communication workflows and campaigns, portal enhancements, analytics, reporting, and the evaluation and optimization of CRM technologies. It also directs admissions communications and mailing operations, establishes standards and procedures, supports staff and campus partners in effective system use, and provides strategic analysis to inform enrollment planning and institutional decision-making. The role reports to the Director of Operations and may require some weekend and evening work.

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, with a focus on communications.
Knowledge of Google Analytics and Ping data analysis for decision-making.
Experience assessing and implementing systematic approaches for communications.
Effective writing, oral communication, and organizational skills.
Proficient computer skills and experience using presentation software.
Effective interpersonal skills and the 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 work as a team member to achieve common goals.
Ability to work some weekends and evenings.

Nice To Haves

Tableau and analytics experience desired.

Responsibilities

Provide strategic leadership for the admissions CRM, including communications strategy, infrastructure development, marketing automation, portal enhancements, and implementation and optimization of system capabilities.
Develop CRM standards, policies, best practices, training, and documentation for staff and campus partners.
Lead communications deployment strategy, develop scalable workflows, and oversee CRM campaigns and A/B testing.
Supervise, coach, manage workloads, and evaluate staff responsible for admissions mailings and communications operations.
Provide strategic oversight for admissions portals, including My Blue Hen Home, to support the student experience throughout the enrollment lifecycle.
Direct the development and maintenance of communications procedures, process documentation, and operational standards.
Review process maps and ensure they are current and comply with Enrollment Management policies.
Develop and manage application processes for special programs and 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 that improve enrollment communications and operational efficiency.
Oversee communications analytics and reporting for enrollment planning, marketing decisions, and recruitment, application, and enrollment strategies.
Develop enterprise reports, dashboards, and automated analytics, and prepare regular reports on key metrics for leadership decision-making and communication-effectiveness assessment.
Create ongoing recruitment, application, and enrollment reports and support in-depth analysis of metrics.
Provide strategic reporting and analysis, including assessments of patterns, trends, and data quality.
Collaborate with Enrollment Management leadership and campus partners on CRM communication strategies and data solutions that support institutional priorities.
Perform other job-related duties as assigned.