CRM Communication Specialist EM42
Admissions and Recruitment
CODES
JOB CODE: 7152 EEO:05 GRADE:14C
OTRS: Optional E/NE:Non-Exempt VAC:7
DEGREE: 01 SAFETYSENSITIVE: NO DATE:03/2018
JOB SUMMARY
This position assists in creating and maintaining a morerobust and active communication plan by utilizing our CRM to more effectivelycontinue to reach out to prospective students, applicants, and admits at everystate of the admissions process. Thisposition is a key stakeholderensuring the business processes for recruitment, prospect management,enrollment funnel management, communication plans, student onboarding and otherenrollment functions at a high level.
MAJOR DUTIES
●Manage existing student recruitment communication flows and campaigns within CRM and suggest new ways to enhance or add to the existing strategies.
●Ensure that prospective student information is entered into the CRM regularly, as required.
●Coordinate data exchanges between Hobson’s and other University contracted third party vendors.
●Coordinate & periodically meet with academic colleges (and department chairs), departments, and student services to create and maintain department-specific communications to be sent at appropriate stages of each communication plan.
●Develop and execute ad hoc campaigns using CRM designed to reach individual or groups of prospective students.
●Create and periodically update (annual and mid-cycle) new filters to correspond with Communication Plan, specific to each stage of the admissions process.
●Export mailing labels for direct mail pieces to be sent to students, specific to where they are in the admissions process/funnel (prospect, hand-raiser, applicant, admit, enrolled).
●Compose weekly and monthly and analytical reports to determine effectiveness of communications at all stages of the admissions process.
●Manage weekly exports for call center, record specialists, academic departments, student services, or university representatives to follow up with prospective, applied, or admitted students via electronic and/or direct mailings.
●Track admissions reports to evaluate where inquiries and applicants are coming from (created source codes) and how they proceed through and admissions funnel.
●Work with the Assistant Director of Recruitment to assist with training University Representatives regarding the Hobson’s Connect CRM, advising on territory management, and customizing communications for specific areas and student populations.
●Create and maintain PURLs (personalized URLs).
●Build communication plans to promote upcoming campus events (campus tours – for students and parents, counselor surveys, college fairs hosted on campus, recruitment events on campus – RiverHawk Rally and RiverHawk Jam, PLC conference, special large group tours, etc.).
●Research best practices for managing CRMs at the university level to maintain effective and practical communication plans.
●Ensure consistent brand imaging and messaging.
●Website maintenance and creation for Admissions and Recruitment.
●Oversee implementation and maintenance of CRM and texting software.
●Manages the integrity of the data by conducing weekly suspect duplicate checks, removal of outdated contacts, email, etc.
●Manages weekly imports into the CRM.
●Provides fist line CRM support for staff.
●Performs related duties.
KNOWLEDGE REQUIRED BY THE POSITION
●The admissions process and timeline, skill in problem solving, knowledge of the Hobson’s CRM system, knowledge of NSU communication plan, skill in marketing and communication.
●Communication skills, knowledge of other department/college functions across campus, knowledge of admissions timeline.
●Knowledge of the Hobson’s CRM system, familiarity with 3rd party vendor contracts.
●Knowledge of higher education and college admissions, skill in data entry and analysis.
●Knowledge of HTML.
●Knowledge of Adobe Creative Suite.
●Advanced problem-solving skills.
SUPERVISORY CONTROLS
The supervisor assigns workin terms of general instructions but at times judgment is needed. Thesupervisor checks all completed work for compliance with detailed and specificinstructions, accuracy, nature and propriety of the final results, and continuedassessment of recruitment strategies.
GUIDELINES
Guidelines include NACAC’s(National Association of College Admissions Counseling) Statement of GoodPractices, and the Oklahoma State Regents of Higher Education (OSRHE) policies.
COMPLEXITY/SCOPEOF WORK
●The majority of the work for this position will be front-loaded so that the intensity will be great at the beginning and will become more routine and maintenance-based in the future, once a new communication plan has been established and is ongoing.
●The purpose of this position is to assist in creating and maintain a more robust and active communication plan by utilizing our CRM to more effectively continue to reach out to prospective students, applicants and admits at every state of the admissions process.
CONTACTS
●Contacts are typically with co-workers, other college personnel, faculty, 3rd party vendors and other professionals in the field to maintain current best practices.
●Contacts are typically to provide services, to give or exchange information, or to resolve problems.
PHYSICALDEMANDS/ WORK ENVIRONMENT
●The work is typically performed while sitting at a desk.
●The work is typically performed in an office, library or computer room.
SUPERVISORY AND MANAGEMENT RESPONSIBILITY
Thisposition has no supervisory responsibilities.
MINIMUM QUALIFICATIONS
●Knowledge and level of competency commonly associated with completion of a baccalaureates degree in Marketing, Communications, Computer Science, Public Relations, etc.
●Institutional knowledge of admissions timeline, skill in problem solving, knowledge of higher education admissions processes and skill in data entry and analysis.
PREFERRED QUALIFICATIONS
●Bachelor’s degree in Marketing, Computer Science, Communications or Public Relations
●Previous work with Hobson’s or similar CRM product is preferred
●2 years’ experience in Admissions or Recruitment