Under the primary direction of the Assistant Vice President for Marketing and Communications for Enrollment Management, the Associate Director of Communication Technology works to ensure the success of the University customer relationship management (CRM) system in support of admissions-related communication.
Supporting undergraduate admissions, graduate enrollment services and University school/department partners, this position will serve as the lead communication user of Slate, Duquesne’s CRM, and work to continually optimize the use of the CRM and any other communication technology tools at the University or via strategic partners. Main responsibilities include building and launching emails and text messages within the CRM, with content, in most part, provided by EM Marcom team as well as some school/program liaisons; creating/ensuring list audiences are accurate; and monitoring analytics and developing reporting.
This position will also be responsible for ongoing testing, quality assurance, list development, training, reporting, troubleshooting and support for other campus Deliver users with varying Slate Deliver experience. A goal of this position is to expand the use of these tools to their fullest potential.
DUTIES AND RESPONSIBILITIES:
Serves as lead CRM communication technology professional at the University with admin-level access to Slate. Acts as a manager, trainer and advisor to Deliver users. Assists in prioritizing projects, in conjunction with the asst. VP for enrollment marketing and communication – EMG, to support centralized and school-based graduate and undergraduate enrollment communication.
Manages and executes Enrollment Management centralized recruitment communications throughout undergraduate and graduate admissions cycles via the University’s CRM system. Serves on the EMG Marcom team.
Ensures delivery of comprehensive communication plans based upon schedule and the accuracy and integrity of the audience recipient lists and planned messaging;
Coordinates internal plans with strategic partner plans;
Analyzes analytics; develops and maintains reports to monitor and optimize message effectiveness in conjunction with enrollment goals.
Stays abreast of best practices, changes, upgrades, enhancements and resources related to the Slate and shares those with EMG Marcom and Deliver users.
Consults with University colleagues external to Enrollment Management to create effective recruitment communication, in conjunction with assistant director of communication technology, which includes:
Serving as a consultant and in-house expert on CRM communication strategies and best practices, with a goal to create efficient, strategic application-generation, lead nurturing and yield/conversion email and text campaigns;
Ensuring the accuracy and integrity of the audience recipient lists and planned messaging;
Building marketing lists, filtering on a wide array of criteria;
Building and monitoring email and text message campaigns;
Sending ad-hoc messages as needed;
Developing training documents and leading training sessions (audiences to include admission counselors, school liaisons, etc.);
Providing vendor partners with mailing lists, filtering on a wide array of criteria;
Creating and managing a queue system for CRM-communication requests, also using Enrollment Management ticketing and tracking system;
Providing end-user support across the University;
Consulting with school liaisons, etc. on best practices for form usage, lead tracking and event management and their related communications;
Communicating important updates with Deliver colleagues across campus.
Serves as a member of the University’s Slate Implementation Team (“Slate Captains”) and collaborates with team members as necessary to implement new Slate processes, system rules, operations, etc. Attends annual Slate Summit and related Slate training as budget permits.
Interfaces with University vendor partners, as needed, in support of recruitment communications.
Maintains awareness of, shares and utilizes email best practices including browser/client/device compatibility, optimizing deliverability and message standards, as well as maintaining CAN-SPAM compliance.
Serves as the enrollment communication liaison with the University’s Computing and Technology Services (CTS) team, the CRM provider. Troubleshoots and escalates technical issues with CTS and CRM provider when appropriate.
Allocates expense items in Chrome River for University procurement card.
Participates in projects, professional development, committees, events, and other initiatives as requested and performs other duties as assigned.
Performs other related job duties as assigned by the Assistant Vice President of Marketing & Communications.
Bachelor’s Degree in computer science, information systems.
1-3 years’ previous work experience in higher education CRM systems, and experience developing email communication plans including audience selection, template usage, oversight and plan deployment is required.
Prior experience managing CRM communication campaigns can substitute for specific bachelor’s
Knowledge, skills, and abilities preferred for this position can include:
Previous experience in marketing automation, including lead capture forms, nurturing campaigns, A/B testing, and use of tracking pixels and lead scoring models to inform content/messaging;
Working knowledge of CRM platforms;
Strong attention to detail and accuracy;
Demonstrated planning and organizational skills to accommodate multiple priorities;
Previous exposure to project-related activities through active participation in system-related projects;
Exceptional leadership, customer service, interpersonal, and oral and written communication skills;
Effective presentation skills;
Ability to effectively lead/guide staff responsible for CRM communication;
Excellent analytical and problem-solving skills with the ability to prioritize work;
Strong information technology skills with proficiency in Microsoft Office Suite;
Ability to think strategically and work in a diverse environment either independently or as part of a team;
Ability to work with diverse populations, users with a wide range of skill levels, and sensitivity to the need of each individual to be treated with dignity and respect as it relates to diversity in general and the Mission of the University specifically;
Must be willing to contribute actively to the mission and respect the Spiritan Catholic identity of Duquesne University. The mission is implemented through a commitment to academic excellence, a spirit of service, moral and spiritual values, sensitivity to world concerns, and ecumenical campus community.
Bachelor’s Degree in marketing preferred.
Experience with Slate Deliver preferred;
Previous management experience is preferred;
Previous experience with Technolutions Slate CRM strongly preferred.
Interested candidates should submit a cover letter, resume, and contact information for three professional references.
Catholic in its mission and ecumenical in spirit, Duquesne University values equality of opportunity as an educational institution and as an employer. We aspire to attract and sustain a diverse faculty and staff that reflects contemporary society, serves our academic goals and enriches our campus community. We particularly encourage applications from members of underrepresented groups and support dual-career couples through our charter membership in this region's HERC (http://www.hercjobs.org/oh-western-pa-wv/).
We invite applicants for this position to learn more about our university and its Spiritan heritage by visiting http://www.duq.edu/about/mission-and-identity/mission-statement. Those invited to campus for an interview may be asked about ways in which they see their talents contributing to the continued growth of our community and furthering its mission.
Duquesne University, a private, Catholic institution, prides itself on being mission-centered and mission-driven. Our employees contribute to our culture of academic excellence and our mission of serving God by serving students. In turn, they enjoy a supportive working environment that values individual talents, encourages teamwork and rewards accomplishments.
A nationally ranked top-tier university, Duquesne has established a legacy of excellence in liberal and professional education. Our 14:1 student-faculty ratio allows our students to work closely with expert faculty. Duquesne has also won accolades and recognition among the nation’s top 20 small research schools for our research initiatives and faculty productivity.
Situated on a 50-acre campus within the city, Duquesne provides a small-town feel in an urban setting. The Pittsburgh region offers a variety of cultural, education and professional opportunities, as well as a safe and affordable lifestyle.
We strive to attract, recruit and retain a dynamic, diverse workforce. Our employees benefit from an array of campus resources that provide convenience and cost savings, including a variety of dining options, a full-ser...vice Starbucks, a retail bank and credit union, a fitness center and year-round wellness programs and onsite parking. Employees also may take advantage of the many educational, cultural and sporting events sponsored by the university.