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Director of Admission Operations & CRM Manager

Job Overview

The University of Dubuque is a growing faith-based University that is seeking a Director of Admission Operations & CRM Manager. The University of Dubuque offers a competitive wage and an excellent benefits package including tuition remission, paid holidays, vacation and sick time, and a retirement match.

Position Summary:

The Director of Admission Operations and CRM Manager will lead and optimize the day-to-day operations of the admission office, including managing the Customer Relationship Management (CRM) system. This role will oversee the application process, data management, and communication workflows, ensuring efficiency and accuracy in all operations. The Director will also collaborate closely with the enrollment team to enhance recruitment strategies, leverage data analytics, and improve prospective student engagement.

Primary Responsibilities:

Admission Operations Management:

• Manage and oversee the Office of Admission operations and customer service functions, including business processes, data capture and processing, functional and systems-related technology, document management, application processing and notification functions.
• Ensure effective and efficient processing of applications for admission, transcripts, and associated documents and monitoring achievement of office goals for response time.
• Oversee application review workflows, admission processing timelines, and decision notifications to ensure high levels of accuracy and efficiency.
• Manage the execution of all internal admission processes, including front-line customer service, communications and troubleshooting. Ensure the admission team has consistent routines and protocols surrounding daily activities. Develop, document, and continuously improve operational procedures to maximize productivity and enhance the student experience.
• Assist with the development and implementation of the student search program. Collaborate with University Relations to develop and execute engagement and fulfillment direct mail campaigns for prospective students and feeder schools.
• Management of the admission travel schedule including college fairs, and high school visits, and all associated direct mail correspondence.
• Prepare payment requests for department expenses and maintain budget reports.
• Evaluate and implement operating procedures. Communicate with internal and external stakeholders concerning policies and procedures. Develop and improve operational efficiency by assessing operations to streamline processes and maintain a continuous process improvement of office culture.

CRM Management:

• Serve as the liaison with the Office of Information Technology and the primary administrator for the CRM system in the Office of Admission, ensuring it is fully functional, updated, and utilized effectively by the admission team.
• Build and manage CRM communication workflows, automation, and segmentation to optimize engagement with prospective students.
• Train staff on CRM usage and ensure that all team members are proficient in utilizing the system for their specific roles.
• Monitor and analyze CRM data to track application progress, enrollment funnels, and recruitment outcomes.

Data Analysis and Reporting:

• Provide data-driven insights by collecting, analyzing, and reporting on admissions data and trends to support strategic decision-making. Collect and organize undergraduate admission data to produce weekly analytics that provide essential analysis for forecasting enrollments. Prepare registration reports reflecting demographic details of the incoming class.
• Collaborate with enrollment management leaders to assist in the development and refine recruitment strategies based on data insights.
• Ensure data integrity and compliance with all applicable regulations and institutional policies.

Collaboration and Leadership:

• Partner with the admission team, academic departments, financial aid, marketing, and other campus units to optimize recruitment efforts and ensure alignment across departments.
• Support athletics, performing arts, and Army ROTC with their recruiting efforts and enhance the overall enrollment objectives.
• Lead and mentor admission staff in operational best practices and data management.
• Play a key role in planning and executing admission-related events, including open houses, orientation, and yield events.
• Hires, trains, evaluates and supervises staff and student employees.
• Perform other duties as assigned in support of the University's Mission

Skills and Abilities:

• Self-directed with a high level of energy, understands the need for confidentiality, and have excellent written and verbal communication skills.
• Ability to manage several high priority projects simultaneously and produce work in a timely, accurate manner with exceptional proofreading skills.
• Data entry, word processing and Customer Relationship Management (CRM) software experience.
• Relate to students, faculty, staff and the public in a professional, courteous manner.
• Proficiency in using CRM systems (e.g., Slate, Salesforce, Ellucian) for admissions or enrollment management.
• Strong analytical, problem-solving, and project management skills.
• Ability to lead and manage a team in a fast-paced, goal-driven environment.
• Excellent communication and collaboration skills.
• Experience in data reporting, compliance, and maintaining data accuracy.

Qualifications:

• Associate's degree in a related field (e.g., higher education administration, business, data management) Bachelor's degree preferred.
• Experience in a small private university or similar academic setting.
• Familiarity with admissions best practices, higher education policies, and student recruitment strategies.
• Minimum of 3-5 years of experience in admissions operations, CRM management, or a related field, preferably in higher education.

To apply with a growing faith-based University for the Director of Admission Operations & CRM Manager position, please submit a cover letter, resume, three professional references, and UD employment application, located on our website, to HR@dbq.edu or to the Director of Human Resources, at the University of Dubuque, 2000 University Avenue, Dubuque, IA 52001.

Applications from qualified persons with diverse backgrounds and cultures, including women and persons of color, are welcomed. AA/EEO. For more information regarding the Jeanne Clery Act, please go to https://www.dbq.edu/SafetySecurity/JeanneCleryAct/