Senior CRM Analyst
Embry-Riddle Aeronautical University

Job Description

About Embry-Riddle Aeronautical University:

Embry-Riddle Aeronautical University is an independent, culturally diverse institution providing quality education and research in aviation, aerospace, engineering, and other related fields with residential campuses located in Daytona Beach, Florida and Prescott, Arizona. The University's Worldwide campus provides educational opportunities online and at approximately 130 locations throughout the United States, Asia, Europe, and Central/South America.

As the largest and most comprehensive aviation and aerospace-focused university in the world, Embry-Riddle is a unique institution. Over the past 90 years, the University has evolved with industry to break new ground and produce top-level graduates who serve the ever-changing needs of aviation and aerospace and other STEM-related disciplines. Embry-Riddle offers programs in seven primary fields of study including: Applied Science; Aviation; Business; Computers and Technology; Engineering; Safety, Security, and Intelligence; and Space.

For Academic Year 2021-22, there were over 11,100 undergraduate, graduate, and doctoral students that attended the University's residential campuses and approximately 20,195 students in total enrolled with the University around the world.

The Opportunity:

The Senior CRM Analyst is a vital member of the enrollment marketing team responsible for analysis, configuration and testing of the Customer Relationship Management (CRM) systems (Salesforce TargetX and Marketing Cloud). They serve as the subject matter expert for Enrollment Marketing's usage of the CRM, including the distribution of printed marketing materials, the prospective student email communication flows, and the collection of leads from and audiences for paid digital marketing efforts. The Senior CRM Analyst works closely with the Enrollment Marketing & Digital Strategy and Enrollment Management leadership teams to identify areas of opportunity, uncover current challenges and forecast future needs and determines solutions to meet those challenges and needs. Additionally, the Senior CRM Analyst will supervise and direct the work of an additional CRM Analyst within Enrollment Marketing.

Responsibilities include the following:

• Accountable for recommending the best ways for Enrollment Management (EM) to use the CRM, ensuring the email communication flows are built to meet the needs of the organization and monitoring and troubleshooting the communication flows.
• Recommend and implement email communication strategies related to segmentation, personalization, dynamic content inclusion, data extensions and entrance/exit criteria. Utilizing both Journey Builder and automations, the Senior CRM Analyst will design and deploy flows to meet the needs of Enrollment Management.
• Develop policies and best practices for prospect student population segmentation and assesses the current usage of the CRM to determine areas for improvement.
• Build and maintain Salesforce dashboards and other data visualization materials to business decision-making by Enrollment Marketing and Enrollment Management.
• Work with key stakeholders to identify strategic form-related needs and creates custom forms to meet those needs.
• Lead the Process and Implementation Technology Team tasked with creating pathways for data collaboration between the three campuses and work closely with the IT CRM team and the IT Development team to ensure system development and evolution meets Enrollment Management's needs.
• Manage incoming and outgoing CRM data exchanges with various third-party vendors and oversee the quality of in-house and third-party inquiry loads and is responsible for project planning and scheduling, ensuring timely completion of projects and high-quality results.
• Perform weekly quality assurance checks of communication flows, alerting the IT CRM team to issues as necessary.
• Monitor system data to identify anomalies and to proactively identify and troubleshoot potential issues and solutions.

Qualifications

• At least three years of experience working with CRM systems
• Must have strong technical background and familiarity with HTML, SQL and Microsoft Applications to be considered for this role.
• Demonstrated advanced CRM (Salesforce and Marketing Cloud) utilization skills.
• Demonstrated work experience in email distribution, programming, dynamic content topics, advanced journeys and data extensions.
• Is able to think outside of the box and to be innovative and not limited by existing methods and procedures.
• Knowledge of report writing, query tools, SQL, and HTML.
• Must have the ability to effectively juggle multiple tasks and competing priorities.
• Must possess a strong attention to detail.
• Excellent organizational and communication skills, both oral and written.
• Must possess a professional attitude, positive spirit, and provide excellent customer service to co-workers, staff and other constituents.
• Maintains cooperative working relationships.
• Strong grasp and understanding of principles of writing and report preparation; spelling, grammar, punctuation.
• The ability to work independently, use independent judgement and manage multiple priorities.
• Self-motivated, but able to seek guidance and direction as necessary.

This job has expired.