Communications and Customer Relations Management Analyst (Administrative Analyst/Specialist, Exempt I) (504251)

  • San Diego State University
  • San Diego, California
  • Sep 28, 2021
Full Time Administrative Analysis and Research Clerical and Administrative Support Customer Service Information Technology and Communication Services

Job Description

Description:

Position Summary

The Enrollment Services Communications Office oversees all internal and external communications (publications, websites, marketing and informational campaigns, etc.) to the campus and community regarding enrollment topics, including recruitment, admissions, advising, and registration. In addition, the ES Communications Office supports all specialized recruitment activities by implementing effective communication and marketing plans and collaboratively on all marketing materials.

Under the direct supervision of the Director of Communications of Enrollment Services, Admin I, the Communications and Customer Relations Management (CRM) Analyst is responsible for managing the daily functions of the CRM and email systems inclusive of processes and procedures, troubleshooting, user permissions, data integrity, surveys, mail exports, complex filter development and quality checks (suspect duplicates). Responsibilities include monitoring the effectiveness of all communication associated with the CRM and email systems, future communication tools, improvement of communication flows, managing the overall integrity of the CRM and email system data, while at the same time working to implement processes that ensure that data entry and updates are accurate, maintaining the integrity of all planned communication (CRM) deliveries, including quality checks to determine if target markets are receiving the information as planned.

The Communications and CRM Analyst works in close collaboration with all areas within Enrollment Services and across campus when necessary. This position is also responsible for assessing how changes in outside data sources could affect the function of the CRM, email system, and any additional communication related tools.

The Communications and CRM Analyst also anticipates when new communication tools are needed and researches, plans, and serve as a point of contact with necessary vendors who may provide a solution to the need of a new communication tool.

In addition, the Communications and CRM Analyst is responsible for leading all training efforts for CRM and email system users to ensure effective and appropriate use of CRM system, email system, and any future communication tools. This includes developing and maintaining a CRM user training manual, scheduling and leading face-to-face training sessions with users and being the point-of-contact for all CRM and email system inquiries and troubleshooting. This also requires keeping up-to-date of any external or internal change and alerting users, planning and anticipating their needs for additional training. Internal changes could include changes to the internal makeup of the system, software updates, and new features/releases.

External changes could include the need to add new attributes to an increasingly complex CRM system that contains all past and present undergraduate student records (students who applied, prospective students, current students, alumni), the need to exclude or add certain groups, a change in external data sources, as well as any additional changes.

The Communications and CRM Analyst also oversees all email and Message Center requests received from departments and manages the process associated with approval, data collection, and communication based on the targeted audience and knowledge of the SDSU email policy, SIMS/R, Apex, email sending system, FERPA, CAN-Spam Act, GDRP, and any additional knowledge needed. When changes occur to any of these areas, this position anticipates and plans the effect that it will have on department emailing procedures, implements these changes, and then communicate that information to requestors.

The Communications and CRM Analyst works with key stakeholders within Enrollment Services and across campus when needed with regards to email communication and Message Center (SDSU WebPortal, Peoplesoft, or CRM) needs to prospective students, current students, and alumni in various forms including if their communication meets email policy, event management, telemarketing needs, audience targeting, providing engagement metrics, and providing analysis of those engagement metrics when needed.

For more information regarding Enrollment Services, click here.

This is a full-time (1.0 time-base) benefits eligible, permanent (probationary) position. This position is designated exempt under FLSA and is not eligible for overtime compensation. Standard SDSU work hours are Monday - Friday, 8:00 a.m. to 4:30 p.m., but may vary based on operational needs.

Education and Experience

Entry to this classification requires general knowledge and skills in the applicable administrative and/or program field with a foundational knowledge of public administration principles, practices, and methods. This foundation would normally be obtained through a bachelor's degree and/or equivalent training and administrative work experience involving study, analysis, and/or evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs.

Preferred Qualifications

• Two years of experience with Slate CRM, particularly managing contact data.

• Knowledge of SIMS, Peoplesoft and/or other student databases.

• Ability to expand knowledge of digital marketing trends in higher education

Specialized Skills
  • Bachelor's degree and a minimum of 3-5 years experience in higher education institutional research and/or a unit responsible for complex student data analysis
  • Comprehensive knowledge of the university infrastructure
  • Detailed understanding of ES workflow processes and data processing jobs
  • Familiarity with SIMS/R table structure and data (SDSU student information system) and/or Peoplesoft data
  • Knowledge of SIMS/R and/or Peoplesoft coding and operations
  • Ability to query SIMS/R and/or Peopleosft data using ACCESS or other query language
  • Expert familiarity with filter creation in a CRM system
  • Familiarity with HTML
  • Familiarity with setting up APIs
  • Experience with building basic queries
  • Experience with managing processes to ensure data integrity and clean data
  • Experience with training professional staff on how to use a CRM
  • Experience using Microsoft Office, with expert use of Excel and Access
  • Ability to convey a large amount of data into meaningful analysis for various stakeholders
  • Ability to work collaboratively with a diverse staff
  • Ability to analyze operational and procedural problems and develop and evaluate solutions

Compensation and Benefits

Starting salary upon appointment not expected to exceed $5,000 per month. CSU Classification Salary Range: $3,897 - $7,051 per month. Salary placement is determined by the education, experience, and qualifications the candidate brings to the position, internal equity, and the hiring department's fiscal resources.

San Diego State University offers a rich benefits package that constitutes a major portion of total compensation. For more information regarding SDSU benefits, please click here.

Supplemental Information

Initial review of the required application materials, including cover letters and resumes, will begin on September 7, 2021. To receive full consideration, apply by September 6, 2021. The position will remain open until filled.

The person holding this position is considered a 'mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

San Diego State University is not a sponsoring agency for staff or management positions (e.g., H-1B visa). Applicants must currently be authorized to work in the United States on a full-time basis. Offers of employment are contingent upon the presentation of documents that demonstrate a person's identity and authorization to work in the United States, which are consistent with the provisions of the Immigration Reform and Control Act.

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the CSU. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.

SDSU is a smoke-free campus. For more information, please click here.

SDSU is an equal opportunity employer and does not discriminate against persons on the basis of race, religion, national origin, sexual orientation, gender, gender identity and expression, marital status, age, disability, pregnancy, medical condition, or covered veteran status.

Applicants with disabilities and applicants who require assistance completing an application may contact Rachael Stalmann at rstalmann@sdsu.edu or at 619-594-9436.

Closing Date/Time: Open until filled

Job Address

San Diego, California 92182 United States View Map