CRM Specialist

CRM Specialist

Context of the Job: The University of Delaware receives more than 9,500 graduate student applications per year, hosts on-campus and off-campus recruitment events and supports all 200-plus graduate programs. The University of Delaware applicant portfolio consists of both international, domestic and online applicants seeking research-focused doctoral and professional master’s degrees along with 36 certificate programs. The position is found within Graduate College.

Under the supervision of the Director of Graduate Recruitment Marketing, the CRM Specialist is a critical member of both operations and the recruitment marketing team and is responsible for the planning, configuration, deployment, and optimization of CRM communications and related recruitment technologies. This role includes managing data reports, strategizing campaign tracking, and the analysis and visualization of the effectiveness of campaigns. This role works on the integration of information from prospect to enrollment, ensuring that there is a consistent review of tactics and recommending intervention strategies.

In addition, this position works in close collaboration with the Manager of Graduate Services Operations, who serves as the primary administrator of the Graduate instance of Slate, to ensure adherence to established system processes, data governance standards, and institutional policies and procedures. The Graduate College seeks a team member with a continuous improvement orientation who will move our mission forward with urgency.

Major Responsibilities:

CRM Management

• Manages the graduate admissions CRM in all functional areas, including continued infrastructure development, implementation of new features and processes, and leveraging system capabilities to improve the efficiency and effectiveness of recruitment and admissions efforts for all programs.
• In partnership with the Manager of Graduate Services Operations, develops and leads training of end-users to maximize systems knowledge and process alignment.
• Creates queries for office communication deployment and finds systematic approaches to create more efficiencies in messaging.
• Develops and maintains CRM configurations, including configurable joins and communication modules, to support data integrity, campaign execution, reporting, and operational efficiencies across the graduate enrollment lifecycle.
• Develops, maintains, and updates CRM system documentation, communication procedures, process maps, and end-user training mat