Assistant Director, Communication Systems– Enrollment Management Group
Location: Pittsburgh, Pennsylvania
Salary: Commensurate with experience
Higher Education Institution
Internal Number: 101022
This position reports to the Assistant Vice President of Enrollment Operations and Student Services and supports the administrative functions and communications systems within Enrollment Management. This employee will be expected to perform a number of vital roles based on the undergraduate and graduate admission cycle. The Assistant Director of Communications Systems works with the Enrollment Marketing and Communications team to support enrollment (admissions and financial aid) communication from Technolutions Slate and Banner Communication Manager.
This position will also be responsible for ongoing testing, quality assurance, list development, reporting, troubleshooting and support for Slate Deliver and serve as a backup for Banner Communication Manager. A goal of this position is to expand the use of these tools to their fullest potential. Administrative work requiring initiative and independent judgement. Maintenance of confidential information while ensuring the efficient operation of the office of Enrollment Management.
This position will serve as a lead communication technology user of Slate, and work to continually optimize the use of the CRM and any other communication technology tools at the University or via strategic partners. This position will also be responsible for ongoing testing, quality assurance, population management, training, reporting, troubleshooting, support and on-boarding for other campus Slate CRM users.
DUTIES AND RESPONSIBILITIES:
Manages all formal communications to prospects, applicants, and current students, including, but not limited to, printed communications (admission decision letters, scholarship letters, financial aid notices, Slate Print, etc.), student and staff portal pages, and checklists. Generates and inventories enrollment letters. Main point of contact for fulfillment pieces from the enrollment offices through Slate Print and on-campus mailing departments for pieces such as inquiry and applicant letter, postcards, viewbooks, etc. based upon fulfillment schedule.
Develops reports and measures analytics; Tracks results to monitor and optimize message effectiveness in conjunction with enrollment goals.
Quality assurance; ensuring the accuracy and integrity of the audience populations and communication flows.
Effectively uses features to maximize CRM functionality, such as forms, dynamic content liquid markup, snippets, on-demand print, etc. Stays abreast of best practices, changes, upgrades, enhancements and resources related to Slate Deliver and shares those with enrollment marcom and University users.
Supports the Enrollment Marketing and Communications team ensure delivery of comprehensive communication plans through communication systems, based upon schedule and the accuracy and integrity of the audience recipient lists and planned messaging, to support centralized and school-based graduate and undergraduate enrollment communication efforts.
Maintains awareness of, shares and utilizes email best practices including browser/client/device compatibility, optimizing deliverability and message standards, as well as maintaining CAN-SPAM compliance.
Manages and executes enrollment management centralized undergraduate and graduate recruitment communication plans via the University’s CRM system.
Develop and/or coordinate internal communication with strategic partner plans; Communicate important updates with CRM communications colleagues across campus.
Works with vendors and vendor systems that integrate with CRM; Provides vendor partners with mailing lists.
Develops training assets and leads training sessions (audiences to include admission counselors, school liaisons, etc.).
Creates and manages a queue system for CRM-communication requests, also using enrollment management ticketing and tracking system.
Provides end-user support across the University.
Consults with school liaisons, etc. on best practices for form usage, leads tracking and event management and their related communications.
Serves as backup for email communications and Banner Communications Manager to support the Office of Financial Aid send financial aid notices and reminders to prospective and current students.
Produces appropriate enrollment communication to current Duquesne students. Supports operational and processing effectiveness for the entire enrollment division (UG admissions, Graduate Enrollment Services, Financial Aid, Enrollment Marketing and Communications, Military and Veterans, and Guest Services). Assists daily mail when necessary.
Assists with the optimization and administration of the enrollment systems, including, but not limited to Technolutions Slate and Ellucian Banner.
Participates in various admissions events (i.e., DUQ Days, Accepted Student Days, etc.)
Performs other related duties as assigned to support the functions of a dynamic, team-oriented environment.
Completes other duties as assigned.
Bachelor’s degree from an accredited institution and 1-3 years of work-related experience.
Prior experience managing CRM communication campaigns can substitute for specific bachelor’s degree majors.
Previous work experience in CRM communications systems, and experience developing complex email communication flows including audience populations, templates, oversight and plan deployment is required.
Previous experience with Technolutions Slate CRM and higher education experience preferred.
Previous experience in marketing automation, including lead capture forms, nurturing campaigns, multi-segmented communication flows, including drip campaigns, queries, filters, content blocks, snippets, A/B testing, and tracking pixels preferred.
Working knowledge of CRM platforms preferred; experience with Slate and Banner preferred.
Alternately, the successful candidate may possess any equivalent combination of experience and training, which provides the knowledge, skills and abilities required to perform the essential job functions. This includes, but is not limited to, the following:
Strong communication skills, both oral and written
Attention to detail and accuracy while multi-tasking
Strong organization skills
Knowledge of PC and Microsoft Office Software
Ability to make decisions in accordance with established policies
Ability to be proactive, strategic and deadline-oriented in a complex organization
Analytical and problem-solving skills with the ability to prioritize work
Professional demeanor with the ability to deal with people in a courteous and tactful manner regardless of circumstances
Ability to work overtime and some weekends during peak Enrollment Management periods
Ability to exceed recruitment goals, facilitate staff development opportunities, exhibit teamwork, model analytical & critical thinking, engage in creative problem solving and demonstrate high levels of time management and organizational skills
Motivation to work harmoniously with a diverse group of highly qualified team members
Ability to establish and maintain effective working relationships with the University Community
Ability to work with diverse populations and sensitivity to the need of each individual to be treated with dignity and respect as it relates to diversity in general and the Mission of the University specifically.
Commitment to the University’s values of diversity, equity and inclusion, and recognition of the importance of treating each individual with dignity and respect consistent with the University’s Mission. Demonstrated experience with, and understanding of, the broad diversity of the University community (students, faculty, staff and others).
Ability to establish and maintain effective working relationships with the University Community.
Ability and willingness to contribute actively to the mission of the University and to respect the Spiritan Catholic identity of Duquesne University. The mission is implemented through a commitment to academic excellence, a spirit of service, moral and spiritual values, sensitivity to world concerns, and an ecumenical campus community.
Duquesne University, a private, Catholic institution, prides itself on being mission-centered and mission-driven. Our employees contribute to our culture of academic excellence and our mission of serving God by serving students. In turn, they enjoy a supportive working environment that values individual talents, encourages teamwork and rewards accomplishments.
A nationally ranked top-tier university, Duquesne has established a legacy of excellence in liberal and professional education. Our 14:1 student-faculty ratio allows our students to work closely with expert faculty. Duquesne has also won accolades and recognition among the nation’s top 20 small research schools for our research initiatives and faculty productivity.
Situated on a 50-acre campus within the city, Duquesne provides a small-town feel in an urban setting. The Pittsburgh region offers a variety of cultural, education and professional opportunities, as well as a safe and affordable lifestyle.
We strive to attract, recruit and retain a dynamic, diverse workforce. Our employees benefit from an array of campus resources that provide convenience and cost savings, including a variety of dining options, a full-ser...vice Starbucks, a retail bank and credit union, a fitness center and year-round wellness programs and onsite parking. Employees also may take advantage of the many educational, cultural and sporting events sponsored by the university.