Communications and Customer Relations Management (CRM) Analyst (Admin Analyst/Specialist)
San Diego State University
Location: San Diego, California
Internal Number: 3206967
Communications and Customer Relations Management (CRM) Analyst (Admin Analyst/Specialist)
Job No: 515328 Work Type: Locations: San Diego Categories: Unit 9 - CSUEU - Technical Support Services, Administrative, Probationary, Full Time
The Enrollment Services Communications Office oversees all internal and external communications (publications, websites, marketing and informational campaigns, etc.) to the campus and community regarding enrollment topics, including recruitment, admissions, and registration. In addition, the ES Communications Office supports all specialized recruitment activities by implementing effective communication and marketing plans and collaboratively on all marketing materials.
The Communications and Customer Relations Management (CRM) Analyst is responsible for managing the daily functions of the CRM and email systems inclusive of processes and procedures, troubleshooting, user permissions, data integrity, surveys, mail exports, queries and quality checks (suspect duplicates). Responsibilities include: monitoring the effectiveness of all communication associated with the CRM and email systems, future communication tools, improvement of communication flows, managing the overall integrity of the CRM and email system data, while at the same time working to implement processes that ensure that data entry and updates are accurate, maintaining the integrity of all planned communication (CRM) deliveries, including quality checks to determine if target markets are receiving the information as planned.
This position works in close collaboration with all areas within Enrollment Services and across campus when necessary. This position is also responsible for assessing how changes in outside data sources could affect the function of the CRM and any additional communication related tools. The position also anticipates when new communication tools are needed and researches, plans, and serves as a point of contact with necessary vendors who may provide a solution to the need of a new communication tool.
In addition, the incumbent is responsible for leading all training efforts for CRM and email system users to ensure effective and appropriate use of CRM system, email system, and any future communication tools. This includes developing and maintaining a CRM user training manual, scheduling and leading face-to-face training sessions with users and being the point-of-contact for all CRM and email system inquiries and troubleshooting. This also requires staying up to date with any external or internal change and alerting users, planning and anticipating their needs for additional training. Internal changes could include changes to the internal makeup of the system, software updates, and new features/releases. External changes could include the need to add new attributes to a complex CRM system that contains all past and present undergraduate student records (students who applied, prospective students, and current students), the need to exclude or add certain groups, a change in external data sources, as well as any additional changes.
The position works with key stakeholders within Enrollment Services as it relates to data support for event management, telemarketing needs, audience targeting, engagement metrics, and provides analysis of those engagement metrics when needed.
For information about the Enrollment Services department, click here.
Full-time, benefits eligible, permanent (probationary) position. This position is designated exempt under FLSA and is not eligible for overtime compensation.
Standard SDSU work hours are Monday - Friday, 8:00 a.m. to 4:30 p.m., but may vary based on operational needs.
This position is physically located at the SDSU Main Campus in San Diego.
Education and Experience
Entry to this classification requires general knowledge and skills in the applicable administrative and/or program field with a foundational knowledge of public administration principles, practices, and methods.
This foundation would normally be obtained through a bachelor's degree and/or equivalent training and administrative work experience involving study, analysis, and/or evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs.
Knowledge of the university infrastructure
Familiarity with Peoplesoft and/or other student databases
Ability to query Peoplesoft data using ACCESS or other query language
Familiarity with HTML
Experience with building basic queries
Experience with managing processes to ensure data integrity and clean data
Experience with training professional staff on how to use a CRM
Experience using Microsoft Office, with expert use of Excel and Access
Ability to convey a large amount of data into meaningful analysis for various stakeholders
Ability to work collaboratively with a diverse staff
Ability to analyze operational and procedural problems and develop and evaluate solutions
Bachelor's degree and a minimum of three to five years experience in higher education institutional research and/or a unit responsible for complex data analysis
Two or more years of experience with Slate CRM, particular to managing contact data.
Knowledge of Peoplesoft and/or other student databases.
Ability to expand knowledge of digital marketing trends in higher education
Compensation and Benefits
Salary placement is determined by the education, experience, and qualifications the candidate brings to the position, internal equity, and the hiring department's fiscal resources. Starting salary upon appointment is not expected to exceed $5,000 per month.
San Diego State University offers a rich benefits package that constitutes a major portion of total compensation. For more information regarding SDSU benefits, please click here.
CSU Classification Salary Range: $3,897 - $7,051 per month.
SDSU Vaccine Policy
In accordance with the California State University system wide policy, students, faculty, and staff must be fully vaccinated against COVID-19 or provide a valid medical or religious exemption in order to access campus. Individuals are considered fully vaccinated for five months after their final dose of a two-dose COVID-19 vaccine or for two months after receiving the only dose of a single-dose vaccine. Afterward a COVID-19 booster is required to continue to be considered fully vaccinated.
The individual hired into this role will be required to submit their completed vaccination documentation to the university's secure online health portal prior to beginning work. Individuals with an approved medical or religious exemption on file with the university will be required to participate in SDSU's COVID-19 testing program.
Initial review of the required application materials, including cover letters and resumes, will begin July 20, 2022. To receive full consideration, apply by July 19, 2022. The position will remain open until filled.
The person holding this position is considered a mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.
San Diego State University is not a sponsoring agency for staff or management positions (e.g., H-1B visa). Applicants must currently be authorized to work in the United States on a full-time basis. Offers of employment are contingent upon the presentation of documents that demonstrate a person's identity and authorization to work in the United States, which are consistent with the provisions of the Immigration Reform and Control Act.
A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the CSU. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.
SDSU is a smoke-free campus. For more information, please click here.
SDSU is an equal opportunity employer and does not discriminate against persons on the basis of race, religion, national origin, sexual orientation, gender, gender identity and expression, marital status, age, disability, pregnancy, medical condition, or covered veteran status.
Applicants with disabilities and applicants who require assistance completing an application may contact Priscilla Santos at firstname.lastname@example.org.
Advertised: Jul 05, 2022 (9:00 AM) Applications Close: Open until filled
Founded in 1897, San Diego State University is a public institution of higher education located in southern California. SDSU is the oldest and largest university in San Diego and the third largest in the state. SDSU continues to gain recognition as a leader in higher education.Join SDSU and make a difference through meaningful work that contributes to knowledge and provides rich opportunities for students. The dynamic synergy between SDSU and the San Diego region furthers SDSU's excellence and global impact. Every member of our team can proudly proclaim, "I Am SDSU."In addition to SDSU, three not-for-profit auxiliary employers operate to provide services for the University. The SDSU Research Foundation furthers the educational, research and community service mission of SDSU. Aztec Shops provides a diverse portfolio of products and services including operation of the SDSU Bookstore, SDSU Dining, and management of commercial and real estate properties surrounding the campus. Associated Students of SDSU is a student-directed organization that manages programs and facilities enjoyed by students, faculty, staff, and the community-at-large.