Northern Illinois University is seeking an Associate Director of CRM Operations, which will be at the center of NIU’s recruiting activities fulfilling the needs of all undergraduate, graduate and adult learner CRM-based recruiting activities. This position will be responsible for overseeing operations of the CRM system, Hobsons Connect. Hobsons is the software foundation behind a massive automated recruiting effort that sends relevant NIU and program-specific information to hundreds of thousands of prospective students every semester using communication plans that intelligently respond to prospective student interests and dynamically change messaging as the prospect moves through admission stages.
The Associate Director of CRM Operations will work closely with the Senior Director of University Marketing and the Director of Admissions on developing strategy and communication plans based on industry and NIU best practices in communication and recruitment; with the Institutional Communications team, program administrators and college communicators to build content to support the strategy and communication plans previously mentioned. The Associate Director will lead a team that will manage content, data and contacts, manage the system and system access, and provide reporting and training to campus partners. Main tasks and responsibilities are:
Work with Institutional Communications and campus partners to coordinate the creation of program specific and NIU recruitment communication plans, taking care to align plans with NIU recruiting and communications standards.
Manage internal relationships to ensure client needs and expectations are being met.
Understand all recruitment related activities and their impact on communications, content, timing and delivery method.
Consider, evaluate and recommend new approaches to communications and recruitment programs relative to the CRM.
Implement CRM recruiting campaigns from inception through final evaluation on time, within budget, and using metrics to demonstrate success.
Coordinate special projects and ad hoc requests as assigned.
Work with Institutional Communications team to ensure content is evaluated, approved and applied per the communications plan and university brand standards.
Manage the CRM team keeping them up-to-date on CRM projects, issues and communication initiatives.
Provide initial in-depth training of CRM team and campus partners; provide ongoing training as needed, especially after product upgrades.
Remain current in product upgrades and improvements, providing recommendations and leading enhancement efforts.
Perform email campaign analyses and make actionable recommendations for improvement.
Understand PeopleSoft functionality; make recommendations on sharing data between PeopleSoft and the Hobsons Connect CRM to impact recruitment.
Work with vendor for licensing, consulting and contract negotiations.
Supervise 2-4 employees (CRM Analyst[s], and student workers).
In accordance with applicable statutes and regulations, NIU is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, sex, religion, age, physical and mental disability, marital status, veteran status, sexual orientation, gender identity, gender expression, political affiliation, or any other factor unrelated to professional qualifications, and will comply with all applicable federal and state statutes, regulations and orders pertaining to nondiscrimination, equal opportunity and affirmative action.