CRM Manager

Cape Fear Community College•Wilmington - Downtown Campus, NC

About The Position

This position supports student recruitment, admissions, student engagement, and student success initiatives through the ongoing maintenance, support, and enhancement of the college's Customer Relationship Management (CRM) platform. This position provides user support and training, creates and maintains CRM reports, promotes data integrity, assists with system troubleshooting and integration efforts, and in collaboration with key stakeholders, including Community Relations & Marketing and Student Services, develops and maintains communication workflows. Working closely with the Dean of Enrollment Services, the director helps align people, processes, and technology to support enrollment goals while enhancing the student experience from initial interest through enrollment, persistence, and completion.

Requirements

Minimum of 1-3 years combined full or part-time experience in an educational setting with direct CRM and enrollment technology systems and strategy.
Knowledge of Customer relationship management (CRM) systems and their application across the student lifecycle, including enrollment, recruitment, admissions, retention, student success, engagement, and student communications.
Knowledge of enrollment and student success technology ecosystems and the integration of CRM platforms with student information systems, communication platforms, data sources, and other institutional technologies.
Knowledge of CRM administration and system management, from day-to-day configuration, data management, troubleshooting, and user support to system planning, optimization, and long-term strategy.
Knowledge of enrollment, retention, and student success processes within a community college or higher education environment, including the prospective student, applicant, and enrolled student lifecycle.
Knowledge of FERPA, data privacy, security, and related requirements governing the appropriate collection, use, access, and protection of student and prospective student information.
Ability to coordinate complex CRM and enrollment technology operations.
Ability to train staff and serve as CRM liaison to campus stakeholders.
Ability to communicate clearly and professionally, both orally and in writing.
Ability to troubleshoot technical issues and resolve problems quickly.
Ability to work independently and collaboratively with internal and external partners.
Ability to manage multiple projects and priorities in a fast-paced environment.
Ability to meet deadlines, ensure system progress, and communicate needs effectively.

Nice To Haves

Experience with Element451 preferred.
Community College experience preferred.

Responsibilities

Serves as the institutional subject matter expert and primary administrator for the enrollment CRM and related enrollment systems, ensuring systems effectively support enrollment priorities and processes.
Configures, tests, implements, and continuously optimizes CRM functionality, including workflows, automation, forms, applications, portals, communications, and other system tools.
Partners with the Dean of Enrollment Services and enrollment stakeholders to translate strategic priorities and business needs into effective systems, processes, and technology solutions.
Leads enrollment systems projects and enhancements, including requirements gathering, project planning, testing, implementation, change management, and documentation.
Partners with Information Technology and other campus stakeholders to ensure effective integration and data exchange among the CRM, student information system, and other related technologies.
Manages data imports, exports, record matching, deduplication, and other data management processes to maintain accurate and reliable enrollment records.
Coordinates testing of updates, integrations, and changes to the CRM and related institutional systems to ensure continued functionality, data integrity, and effective system performance.
Serves as the primary liaison with CRM vendors and external partners to coordinate support, troubleshoot issues, and implement system enhancements.
Develops and maintains enrollment dashboards, reports, and other data tools that provide timely and actionable information to enrollment leadership and stakeholders.
Oversees system access, security, continuity, and disaster recovery processes, including user permissions and business continuity activities, as appropriate.
Works with platform users to learn and implement AI functionality and AI team members.
Provides training, consultation, and ongoing support to CRM users, promoting effective adoption and consistent use of system capabilities.
Develops and maintains user guides, technical documentation, process documentation, training materials, and other resources related to enrollment systems.
Monitors the effectiveness, performance, and deliverability of CRM-based communications and recommends improvements.
Collaborates with campus partners on cross-functional initiatives involving enrollment technology, communications, data, and process improvement.
Participates in the evaluation and implementation of new technologies, vendors, integrations, and system capabilities.
Monitors emerging enrollment technology, CRM capabilities, and industry practices and recommends opportunities for improvement.
Participates in relevant professional development activities and professional communities to maintain current knowledge and expertise.
Performs other duties as assigned.