CRM Manager

CRM Manager

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About CCRI and the Role

About CCRI and the Role

Position Title CRM Manager Department Information Technology Position Category Staff - NonClassified About CCRI

The Community College of Rhode Island is New England's largest community college, and a nationally-recognized leader in catalyzing student success and achievement for recent high school graduates and returning adults alike.

We provide affordable, open access to higher education, and we deliver on our mission to offer all students the opportunity to acquire the knowledge and skills necessary for intellectual, professional and personal growth.

Diversity is our strength. We champion equity, and we celebrate, support and thrive on the diverse experiences, backgrounds, and perspectives that are represented across our four campuses.

We strive to hire and retain culturally competent faculty and staff whose demographics are reflective of our diverse student body. To learn more about our employees' values and what it means to work here, learn about our Guiding Principles here.

Job Summary

The CRM Manager will be responsible for developing and implementing strategies to optimize customer interactions and enhance overall customer satisfaction. This role involves overseeing the CRM system, analyzing customer data, and leveraging insights to drive business growth and improve customer retention. The CRM Manager will collaborate closely with cross-functional teams to ensure alignment of CRM initiatives with business objectives.

Reporting directly to the IT Director of Enterprise Applications, the CRM Manager will work closely with the entire IT Enterprise Team and drive forward all CRM efforts in collaboration with stakeholders. May supervise staff as assigned by the Director.

Duties and Responsibilities

• Develop and execute CRM strategies to cultivate customer and stakeholder engagement, business relationship, and drive growth.

• Manage and maintain the CRM system, including data integrity, user access, upgrades, maintenance, and system updates.

• Analyze customer data to identify trends, preferences, and opportunities for personalized marketing campaigns and targeted outreach.

• Implement segmentation strategies to effectively target different customer segments with tailored messaging and offers.

• Collaborate with functional teams to align CRM initiatives with overall college business goals and objectives.

• Create and monitor key performance indicators (KPIs) to measure the effectiveness of CRM programs and initiatives.

• Lead the development and implementation of customer lifecycle management programs, including onboarding, retention, and campaigns.

• Stay informed about industry trends and best practices in CRM technology and customer engagement strategies.

• Train and support functional end-users on CRM system usage and best practices for customer data management.

• Drive continuous improvement initiatives to optimize CRM processes and enhance the overall customer experience.

• Assist with the supervision of professional and/or clerical staff.

• Assist the Director with overall CRM business process improvement, stakeholder business relationship, and other duties as assigned.

Minimum Requirements

• Bachelor's Degree in Information Technology/Information Sciences, Marketing, Business Administration, or related field.

• Proven experience in CRM management, with at least 3 years in a similar role.

• Strong analytical skills with the ability to interpret complex data sets and extract actionable insights.

• Proficiency in CRM software platforms (e.g., Salesforce, Microsoft Dynamics, HubSpot) and related tools for data analysis and reporting.

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

• Strategic thinker with a customer-centric mindset and a track record of driving results through CRM initiatives.

• Detail-oriented with strong organizational skills and the ability to manage multiple projects simultaneously.

• Experience in developing and executing marketing campaigns, including segmentation, targeting, and personalization strategies.

• Knowledge of FERPA and other data privacy regulations related to CRM data management

• Ability to adapt to a fast-paced environment and thrive in a dynamic, evolving organization

Competencies and Desired Qualifications

• CRM Administrator experience.

• Familiarity with Higher Education and the Student Life Cycle

• Experience with Student-Centered services.

• Ellucian Banner ERP or related.

• Project management experience.

• Master's degree and/or an equivalent combination of professional certifications i.e. CRM, PM

Position Details

Position Information

Full-Time/Part-Time Full-Time FLSA Exempt Pay Grade PSA 15 Salary Information Anticipated starting salary based on experience: $100,000 Benefits

Full-time employees enjoy an array of benefits, including:

• Comprehensive Health Benefits and Rewards for Wellness Incentives

• Paid Time Off

• Parental Leave

• In-State Tuition Waivers

• Legal Care Insurance

For a complete listing, visit: https://ccri.edu/hr/benefits/index.html

Collective Bargaining Unit Reports To Director Enterprise Applications Permanent/Limited position Limited Position End Date June 30, 2025 subject to renewal Academic/Calendar Year Calendar Work Schedule Information Campus Location Primarily located at the Warwick Campus Civil Service List position Environmental Conditions

This position is not substantially exposed to adverse environmental conditions.

Licenses, Tools and Equipment

Posting Details

Posting Details

Number of Vacancies 1 Application Open Date 05/10/2024 Application Close Date 05/31/2024 Posting Number SF01025 Quick Link https://jobs.ccri.edu/postings/5104 Special Instructions to Applicants

If attaching a resume complete with education history and/or employment history, please

disregard these sections within the online application.

Finalists may be required to provide official college transcripts.

Disability Accommodations

CCRI is committed to ensuring the full participation of all applicants throughout the recruitment process. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. If you should require an accommodation during the application process, please notify the Department of Institutional Equity and Human Resources prior to the closing of the posting by calling (401) 825-2311 or emailing humanresources@ccri.edu.

EEO Statement

CCRI prohibits students, employees, contractors, volunteers, and visitors (collectively, "community members") from engaging in discrimination and harassment based on any individual's race, color, creed, national or ethnic origin, gender, gender identity or expression, religion, disability, age, sexual orientation, genetic information, marital status, citizenship status, veteran status, and any other legally protected characteristic. This prohibition applies to CCRI's educational programs and activities-including admissions-as well as all employment actions, including but not limited to recruiting, hiring, promotion, demotion, compensation, and benefits. Inquiries or complaints concerning discrimination shall be referred to CCRI's Title IX Coordinator at TitleIXCoordinator@ccri.edu

The Clery Act requires colleges and universities to report campus crime data, support victims of violence, and publicly outline the policies and procedures they have put into place to improve campus safety.

Supplemental Questions

Required fields are indicated with an asterisk (*).

• In order to improve CCRI's advertising strategy, please let us know where you FIRST learned of this job opportunity. Please be specific when using website or publication names (example: LinkedIN, HigherEdjobs, Chronicle, personal referral, etc.).

(Open Ended Question)

Applicant Documents

Required Documents

• Resume

• Cover Letter/Letter of Application

Optional Documents