Enrollment Systems and CRM Manager

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The Enrollment Systems and CRM Manager works closely with enrollment marketing and admissions colleagues in the Division of Strategic Enrollment Management to coordinate, manage, and act as a power-user for the technology used for recruitment, admissions, and email marketing. The functions of the role include Slate CRM development, automation, report writing, import creation, list creation, and support and troubleshooting.

Reporting to the Director of Admissions Operations, the Enrollment Systems and CRM Manager serves a critical role in supporting a data-driven, analytical, well-governed infrastructure for student recruitment, engagement, onboarding, and success at Penn West.

• Perform CRM administration including record-level updates, merges, general user maintenance, troubleshooting, data loading, report creation and maintenance.
• Assist with content creation, maintenance, development, and testing of Slate and other technology.
• Collaborate to create and modify forms, create and maintain dashboards and reports for the end users within the CRM system.
• Assist with the implementation of new Slate CRM components.
• Perform data clean-up and other tasks that keep Slate running effectively.
• Serve as the university’s Common Application liaison, responsible for the coordination planning, application content development, and integrations, performing daily maintenance, as required.
• Provide Slate training for new users from across the university, and assist in the development of training documents and other resources.
• Stay abreast of new CRM features and functionality and provide recommendations for process improvements.

• Support the creation and management of Slate communication campaigns and related Slate tools to achieve enrollment goals.
• Create queries, reports, call forms, and surveys in Slate.
• Create import processes for data from 3rd party sources as well as information coming and going from the data warehouse.
• Collaborate with peers using the CRM to exchange lessons learned and solutions to common pain points.
• Participate in defining, scoping, and building work processes and data flows

• Create and maintain reports used by recruitment team staff that support the daily marketing and admissions functions.
• Extract data as needed for reports and analyses, ensuing accuracy and consistency of reporting.
• Build reports and dashboards to assist individual team members and management in measuring progress against goals, efficacy of new initiatives, and improving performance.

• Oversee University Admissions call center staffing, budgeting, and work assignments.
• Supervise, manage, and train admissions student call center staff.

• Become familiar with admission processes to better understand the needs of the division reporting, communication flows, and historical data.
• Clearly articulate choices and understanding of projects when presenting work to colleagues.
• Analyze existing business processes and make recommendations for improved efficiency and productivity using available technical resources.

• Strong understanding of relational databases, CRM systems, query languages, and basic computer programming.
• Commitment to accuracy and meticulous attention to detail
• Logical thinking and problem-solving skills
• Must be a quick learner and easily adapt to new systems.
• Willingness to acquire additional technical skills to meet the needs of new and expanding strategic initiatives.
• Customer service orientation and ability to interact with a variety of individuals within a complex and dynamic environment.