Essential Functions: Provide leadership, strategic planning, and direction for all communication and customer relationship management (CRM) activities throughout the division of Enrollment Management, including the offices of Undergraduate Admissions, Student Financial Aid, and the Student Service Center. Serve as the subject matter expert for the processes related to communications and CRM. Evaluate and determine best practices, identify areas of improvement and enact those improvements.Manage and control day-to-day activities to assist in creating a collaborative working environment with WSU administrators, faculty, staff and students. Lead communications and CRM to increase the visibility of Enrollment Management both internal and external to the University and ensure that students receive communications in a timely and effective manner. Collaborate with various units within and external the division to create, plan, and organize division communications across various platforms including electronic, print and social media. Responsible for content creation, organization, and dissemination of brochures, bulletins, event invitations, newsletters, magazines, postcards, HTML targeted emails, letters, text communications and other publications for dissemination to both internal and external audiences across a variety of systems. Provides overall leadership and direction to staff. Sets expectations & focus, assigns duties, delegates responsibilities, evaluates activities, prepares performance appraisals & professional development plans. Provides coaching, mentoring and teaching. Manages the administrative process for assigned staff including hiring, promotions, terminations, disciplinary procedures, and salary adjustments. Provides timely communications to staff.Create and maintain an organization system for monitoring timeliness and accuracy of office communications and forms/surveys. Identify and maintain written documentation of critical processes. Develop and implement metrics to evaluate communications and make necessary changes based on feedback. Implement additional tools that would benefit the department and division. Research best practices and stay current on communication and form/survey trends and topics in financial literacy, recruitment, aid, and retention. Provide support with analytics, creating reports on a scheduled and ad hoc basis. Develop a variety of detailed analyses and informational pieces regarding CRM configuration. Conduct end-user training and presentations university-wide.Oversee and coordinate all communication and CRM budget activities, (including planning, directing, and overseeing the communication budget preparation process, long- and short-term planning, cost projections, budget estimates and recommendations, and the maintenance, development and implementation of CRM configuration within budget and established timelines) and CRM projects with vendors and contractors for the development and production of promotional materials, website production, and direct communications campaigns. Maintain a comprehensive working knowledge of applicable legislation and regulations governing communications, university regulations, and office policies and procedures. Manage compliance with regulations and policies regarding email distribution, communications, forms/surveys and consumer requests for inclusion or exclusion in communications. Serve on University-wide task forces, committees and meetings as assigned. Serve as a resource to university personnel and/or external clients. Attend conferences, workshops and informational development seminars to network with outside professional groups and organizations and to keep abreast of current trends and practices of assigned area. Performs other related duties as assigned.
Qualifications: Education Bachelor's degreeBachelor's degree in marketing, communications, or related field is required. Master's degree or an equivalent combination of education and experience may be accepted.Experience Expert (established subject matter expert, 7+ years experience)Seven to ten years' progressively more responsible communications, marketing, or account management experience in large, complex organizations. Breadth of experience across different channels and/or industries is desired. Experience managing a team is required.Knowledge, Skills and AbilitiesCOMMUNICATIONS SKILLS: Outstanding written and oral communication skills that will allow effective interactions with a variety of audiences and across multiple platforms. Significant experience with mass communication through social media. Ability to make effective presentations and translate technical terms into business language. INTERPERSONAL SKILLS: Ability to foster the building of cooperative relationships that facilitate effective communication among university staff and students and external constituencies. Ability to conduct intimate and large meetings in a professional manner. Ability to interact and articulate sensitively with students, parents, staff, faculty and administrators in a diverse community. MANAGEMENT AND LEADERSHIP SKILLS: Must have a willingness to make decisions while exhibiting sound and accurate judgement. Ability to set and implement a self-directed agenda while meeting deadlines and prioritizing work assignments. Demonstrated ability to lead and manage staff effectively. Demonstrated ability to build consensus, anticipate problems and difficult situations, and develop mutually agreed-upon strategies and solutions with peers, subordinates and superiors. Must be able to work effectively with the VP to establish and accomplish the missions, strategic plans, goals and objectives of the unit. Must possess the ability to establish project management methodology effectively and train others in its application. ANALYTICAL SKILLS - Ability to compare, contrast and quality check work with a keen attention to detail. Strong ability to proactively identify and resolve problems, develop alternative approaches, and meet all challenges with resourcefulness. Must possess strong complex problem-solving skills. COMPUTER SKILLS - Proficient in the use of SLATE, Banner and Microsoft Office tools including Excel, project management software, SMARTSHEETS, and CRM systems. Significant database experience. Strong background in use of technology for communication which includes design and graphics programs as well as web development tools.PLANNING/PROJECT MANAGEMENT SKILLS ? Ability to prioritize and plan work activities thoughtfully and adapt to rapidly changing conditions. Ability to develop comprehensive strategies to further and achieve organizational goals with little to no oversight. Ability to set direction for communication efforts across the division. Must possess considerable skill in identifying methods to anticipate needs, developing ways to address and implement communications and communication requests and needs from both inside and outside the division, and working with other staff to improve services and outbound communications. Must be able to shift priorities and multi-task on various projects. CUSTOMER SERVICE - Must respond to customer needs and practice follow-up to ensure customer needs are met. |
