Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
Department Name/Job Location:
This position is in the Department of Marketing and Communications.� This position is for the Danforth Campus.
This role is responsible for building and managing a CRM (customer relationship management) team utilizing the approved platform for Olin Business School, including all aspects of business process, technology, project management, change management, and governance. The Director/Manager will create and promote strategies that support long term business goals, anticipate tactical needs, and maximize value out of the CRM platform. An ideal candidate would have strong higher education, CRM, project management and people leadership experience, and a demonstrated ability to liaise with key stakeholders and influence effective and efficient decision making.
PRIMARY DUTIES AND RESPONSIBILITIES:
Lead and coordinate all components of CRM platform including business process & analysis, systems testing, change management & training, release management, data management and success measurement. Implement and coordinate a CRM governance structure in partnership with Olin Business School stakeholders and Olin IS including dashboards, standards and metrics.
Partner with Olin Business School stakeholders, Olin IS to create business cases; lead the measurement of value and ROI realized in the course of all CRM projects. Recommend service level agreements (SLAs), third-party applications, and other support to internal stakeholders, solicit approval, and adhere to approved SLAs on all components.
Develop of a success measurement framework including targets and metrics including but not limited to KPIs for admissions sales funnel, marketing channels and tactics, business outreach and engagement, and experiential learning measurements. Analyze performance metrics data and leverage it to effectively evolve the platform and identify opportunities to educate the user community. Lead with a continuous improvement mentality, and provide metrics to show the realization of improvement of KPIs.
Develop effective processes to ensure successful, ongoing user training, adoption, and problem resolution; lead CRM Team in delivering ongoing training and support services to CRM users across Olin Business School.
Lead the development of CRM communication plans based upon recruitment and marketing plans.
Bachelor’s degree in Business, Marketing, Communications or related field.
Minimum of two years CRM platform experience.
Proven hands-on, functional proficiency in CRM administration.
Strong customer-focus and working knowledge of value-based sales practices and processes.
SalesForce or higher education.
CRM experience a plus, including knowledge of/experience in recruitment and admissions process, university registrar and student records requirements, lead nurturing and engagement, and marketing performance measurement.
The hiring range for this position is $58,441 - $76,011 annually.
This position is full-time and works approximately 37.5 hours per week.
-Retirement Savings Plan -22 vacation days -8 Paid Holidays -Sick Time -Tuition benefits for employee, spouse and dependent children -Free Metro Link/ Bus pass -Free Life Insurance -Health, Dental, Vision -Health Savings Accounts (HSA) -Long Term Disability Insurance -Flex Spending Plan -Other Benefits
Human Resources website (hr.wustl.edu)
Internal Applicant Instruction:
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.