[Hiring] Manager, Enterprise Constituent Relationship Management @Pepperdine University

Role Description

Under the guidance of the Senior Director of Enterprise CRM, the Manager leads the operational support and implementation of the University's Enterprise CRM Solutions. This leader ensures that Salesforce solutions effectively support Admissions, Recruitment, Advancement, Outreach, and Marketing by managing project assignments, coordinating technical and operational staff, and aligning technology with business strategies across diverse schools and units.

Duties

• LEADERSHIP AND ADMINISTRATION:
  • Provides strong leadership to the Enterprise CRM analyst team.
  • Directly manages the IT CRM Business Analyst (Ladder 1) and IT CRM Senior Business Analyst (Ladder 2).
  • Sets departmental goals and objectives, aligns teams with the strategic goals of the University, and delegates tasks with appropriate mentorship.
  • Empowers staff to take ownership of duties, work collaboratively, and provide excellent customer service.
  • Reviews and submits regular paperwork and processes, such as status reports, bi-weekly or monthly timesheets, assessments for mid-year and annual reviews, and other routine IT and University practices.
• PROJECT MANAGEMENT:
  • Leads and manages for the CRM department.
  • Represents CRM on University-wide project teams and committees, including IT's project management task force(s).
  • Ensures project team assignments are prioritized and completed on schedule.
  • Creates and maintains projects in project management tool(s).
  • Identifies and implements process improvements within project management and collaboration tools.
  • Facilitates data validation and user acceptance testing.
  • Investigates, resolves, and escalates problems.
  • Seeks technical assistance and delegates tasks accordingly for problem resolution.
  • Communicates regularly and proactively with the user community.
  • Provides timely project status updates to the Sr. Director and stakeholders or project owners.
  • Analyzes metrics to ensure customer satisfaction.
• ADVANCED APPLICATION AND SYSTEMS ANALYSIS:
  • Oversees collection, analysis, and documentation of a client's business requirements.
  • Makes recommendations for process improvements.
  • Manages liaison relationships with business partners to provide technical solutions to meet user needs.
  • Leads assessment of client needs utilizing a structured requirements process.
  • Develops, writes, and communicates requirements for the implementation of business solutions.
  • Coordinates planning sessions with clients to implement process improvement.
• TRAINING AND SUPPORT:
  • Supports University CRM system including tools supporting the CRM operations.
  • Develops user training.
  • Coordinates and conducts training for new users and group sessions.
  • Plans and creates training-related content (videos, website, documentation).
  • Employs technical solutions for research, assessment, and validation.
  • Seeks out technical solutions, efficiencies, and enhancements for CRM systems and end user needs.
• COMMUNICATION AND RELATIONSHIPS:
  • Represents Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders.
  • Develops and maintains strong partnerships with campus personnel and departments, as well as with external vendors and service providers.
  • Acts as liaison between CRM team and University partners.
  • Navigates various cultures and personalities within the University effectively.
• COLLABORATION:
  • Provides backup support and assistance to other team members.
  • Collaborates with co-workers and University colleagues on departmental, division-wide, and institutional projects.
  • Shares process information and makes informal recommendations on how to improve processes and overall job execution.
• PROFESSIONAL DEVELOPMENT:
  • Attends training sessions, vendor presentations, user group meetings, conferences, and seminars.
  • Engages regularly in individual professional development related activities to remain current with industry technology trends and work processes.
• COMMITTEES AND BEYOND JOB DUTIES:
  • Volunteers to undertake tasks that stretch the employee's capabilities.
  • Serves on various committees within the Information Technology division.
  • Participates in external University committees.
  • Performs other related duties as assigned.
• UNIVERSITY MISSION:
  • Understands and supports the Christian mission of the University.
  • Upholds the University mission through team, location, atmosphere, and work performed.

Qualifications

• Bachelor’s degree in a related field, specialized training, or equivalent work experience.
• Five (5) or more years of relevant technical and business work experience.
• Three (3) or more years of higher education experience.
• Salesforce Admin I Certified.
• Advanced written and communication skills.
• Intermediate presentation/training skills.
• Expert level experience with Excel.

Requirements

• Three (3) or more years of experience with higher education CRM, such as Salesforce.
• Five (5) or more years of higher education experience.
• Knowledge of Salesforce and Data Analysis.
• Experience with ETL Tools: Informatica, Zapier.
• Experience with Forms: FormAssembly.
• Experience with Salesforce related tools for Deduplication Processing and Data BackUps.

Benefits

• Expected Pay Range: $82,950 - $95,000 per year.
• Pepperdine offers a robust and highly competitive benefits package.