Customer Relationship Management (CRM) Program Manager

The Customer Relationship Management (CRM) Program Manager will support and will report to the appropriate leader(s) as designated by each overseas division. This position is based on-site at our Kaiserslautern Headquarters office, and the CRM Program Manager will be required to work on-site from this location.  Major responsibilities include implementing effective outreach campaigns to prospective students that lead to increased conversion rates; managing current student populations that result in higher retention and positive student experiences; and designing call/email campaigns that target distinct military student audiences to include active duty, military spouses, and veterans. This position will also be responsible for training field staff both onsite and virtual, maintaining currency of Standard Operating Procedures, and effectively coordinating with other UMGC departments to ensure efficiency of CRM business processes. The incumbent must be prepared to travel throughout the division to provide onsite training and site coverage.

SPECIFIC RESPONSIBILITIES INCLUDE:

• Designs and executes the CRM strategy for the division in coordination with the AVPO.

• Coordinate actions of regional CRM coordinators in support of the division's strategy and plans while at the same time supporting region specific initiatives.

• Manage the processes for all prospective student leads and set next actions for the regional CRMs and field staff follow up.

• Design targeted messaging campaigns via phone and email to current student populations.

• Oversee and/or re-assign student populations as necessary among headquarter staff and assist Regional CRM coordinators in their efforts to assign student populations to field staff.

• Monitor database outputs to verify key performance indicators and conduct regular analysis of operational and student data and communicate to appropriate department heads.

• Monitor outreach activities and analyze student response rates.

• Create, maintain, and evaluate statistics to assist leaders and stakeholders in meeting division-specific enrollment goals. 

• Run specific reports that measure effectiveness of lead cultivation, student retention, and division-wide course schedules.

• Develop and manage training plans for the regional CRM coordinators.

• Conduct training for all new field staff and design maintenance-training opportunities and seminars that can be delivered onsite, via Zoom, and through online platforms (i.e., staging environments).

• Make recommendations to Regional Directors for individual and team CRM training needs, opportunities, and business process improvements.

• In conjunction with the AVPO, prepare and maintain a division-wide outreach plan.

• Collaborate with internal and cross divisional stakeholders (i.e., Marketing).

• Other job-related duties as assigned.

OTHER DIVISION SPECIFIC RESPONSIBILITIES MAY INCLUDE:

• Work with Business Intelligence software to build, interpret, and maintain data reports and relevant dashboards.

• Collaborate with the Director of Contract Compliance & Institutional Research (CCIR) to create and generate standard daily, weekly, monthly, quarterly, and year-end reports, as well as ad-hoc reports, to support government related requests and contract compliance deliverables.

• Collaborate with the Director of CCIR to gather, validate data and formulate recommendations for quality assurance and data integrity.

• Develop queries and ad hoc reports as may be desired by senior management and to support summary analysis for executive presentations.

• Respond to analytics requests from internal stakeholders and participate in data meetings/present findings.

• Support the Director of CCIR with the annual Contractor Evaluation Report.

• The role may also involve occasional travel, up to 20% of the time, to meet business needs, provide office coverage, training, etc.

• Other division specific responsibilities as assigned.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree from a regionally accredited U.S. institution or foreign degree equivalent.

• One year experience in a higher education institution serving military communities.

• Strong organizational communication, interpersonal skills and demonstrated proof of utilizing data to strategically plan for desired outcomes.

PREFERRED EDUCATION AND EXPERIENCE:

• Master's degree from a regionally accredited U.S. institution or foreign degree equivalent.

• Demonstrated working knowledge of a CRM system such as Salesforce.

• Knowledge of PeopleSoft and military portals.

• Knowledge of Data Visualization and Business Intelligence Software.

WHO MAY APPLY:  Local candidates with ILS preferred. Criteria under which applicants qualify for ILS are: must serve the US Forces exclusively; are not stateless persons; are nationals of a NATO state, excluding the host nation; are not ordinarily resident in the host nation.

All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umgc.edu/benefits.html.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu.