Responsibilities:
- Develop innovative strategy to utilize all CRM platform omni-channel capabilities, including email, SMS, push notifications and social media
- Manage extensive cross-functional collaboration activities to develop and execute successful communication strategies
- Gain deep understanding of student service processes and business objectives
- Plan and deliver CRM strategies across the organization through the CRM platform and all relevant digital platforms
- Develop and manage an iterative CRM communication roadmap and strategy capable of supporting the AUC student and parents communication needs
- Drive completion of existing roadmap initiatives while identifying new initiatives for strategy optimization
- Collaborate with key business stakeholders to optimize and improve current communication activities
- Develop actionable recommendations for optimizing business results in light of the university communication objectives
- Communicate new and emerging CRM best practices across the industry in order to give AUC a competitive edge over in student acquisition and retention
- Build strong relationships with internal stakeholders and collaborate with all business functions on ongoing basis to identify communication improvement opportunities
- Develop innovative ways to manage experience automation to create effective relationships with enrolled and prospect students and parents
- Follow higher education industry trends in assessing performance indicators and impact of communication plans
- Develop and execute student journey communication path analysis based on CRM communication journey definition
- Communicate ideas and insights to improve the student experience in light of communication path analysis
- Monitor, analyze and report campaigns performance and all communication Key Performance Indicators (KPIs) to business entities on regular basis
- Map student communication plan on CRM platform, maximizing opportunities of platform usage
- Develop a roll out plan of all Student Portal and other communication activities to CRM platform
- Prepare and guide the CRM communication roadmap and introduce new capabilities for meeting emerging higher education market needs and trends
- Prepare proposals and plans for execution of communication strategy and student experience enhancements
- Ensure that CRM communication activities are in line with AUCs corporate brand and communication strategy
- Maintain, document and train AUC staff on communication best practices in alignment with AUCs communication guidelines
- Configure AUC platforms to deliver technology solutions that serve the university process and community engagement needs
- Generate new techniques to make CRM communication activities more effective
Requirements:
Minimum Education Requirements:
- Bachelors of computer science, engineering or management of information systems
Experience:
● Minimum 3 to 5 years of professional work experience
● Proficiency incorporating social media and other digital platforms into a comprehensive communications strategy
● Business and data analysis
● Designing, building and executing test cases across mobile and web systems
● SQL scripting and data validation
● Higher Education industry experience is a plus
● Working knowledge with CRM platforms (Salesforce, Microsoft Dynamics) is a plus