Assistant Director of CRM Operations

3 weeks ago

dubai, United Arab Emirates Mays Region - Modern Woodmen of America Full time
ABOUT JOBThe Assistant Director will work directly with our client’s CRM (Customer Relationship Management) system, Salesforce. They will be responsible for ensuring the data in the CRM system is clean and usable and is accurately transferred to and from various databases. The Assistant Director will help maintain team resources like documentation, digital resources, and training databases. The Assistant Director will meet with other CRM users to ensure their experience is of high quality and disseminate their feedback to the rest of the team. The Assistant Director will assist the rest of the team in supporting CRM users via email, phone, ticketing systems, and meetings. They will help coordinate and execute the maintenance and development of the CRM system, including product upgrades, campus initiatives, adding communications to the system, building filters and reports, and implementing additional features.Essential Functions:
Perform job duties in accordance with our client’s vision, mission, and values, and contribute to the development of the CRM Operations .Build and maintain relationships with departments across the college, partnering with them to help identify, assess, and prioritize their needs as they relate to using the CRM or other systems that are supported by the CRM Operations team.Collaborate with CRM Operations staff and cross-functional stakeholders to define and analyze current state processes, pain points, and opportunities for improvement – using this discovery to help define goals, objectives, and the overall scope of projects.Serves as a member of the Enrollment Systems Leadership team that sets policy and determines strategic goals. The team monitors and ensures critical timelines are met and/or decisions are made regarding operational issues (e.g., builds, training issues, and any other items that affect the builds in CRM).Directly supervises Enrollment Systems Administrators.Provide support, guidance, and leadership to admins who work directly with Salesforce (CRM Administrators, Enrollment Systems Administrators, and CRM Operations Student Workers). This includes approving hours, scheduling meetings to discuss work performance, and guiding and managing projects and institutional initiatives.Identify and evaluate solution alternatives, define process flows, develop solution business requirements, develop solution technical requirements and integration specifications, and prepare business cases – considering user experience, compliance, return on investment, systems capabilities, systems constraints, and other business drivers. Take initiative in researching creative solutions to the identified system issues and limitations.Develop project plans/schedules (independently and in partnership with the rest of the CRM Operations team), monitor team progress, communicate updates, and take corrective actions as needed.Use analytics, customer feedback, and performance of routinely scheduled tasks to monitor the effectiveness of processes and solutions and to identify opportunities for continuous improvement. When applicable, serve as a liaison with technical and vendor teams for issue resolution.Provide analytical and technical support from the CRM for various departmental needs. The role must understand integration with other enterprise systems and reporting best practices within the CRM.Understand various system options at Columbia College and help develop solutions that best utilize the systems for efficiency and student experience.Through maintenance of technology systems and mentoring of system admins, help facilitate a more comprehensive approach to collaboration between database silos, fostering a more seamless integration between recruitment and marketing systems with current student systems.Manages day-to-day task assignments all CRM tasks/projects are completed in timely manner will also ensuring customer service and compliance.Practice superior customer service through various customer support avenues. This includes incoming phone calls, support requests created via the department email address, and responding to questions on a Teams channel.Perform job duties in accordance with Client’s vision, mission, and values, and contribute to the development of the CRM Operations.Fulfill additional responsibilities as assigned.Display respect and civility to all constituencies in all communications.
Attend work in a timely and regular manner during the established hours of operation; work additional hours as business necessitates.
Required Core Competencies and Professional Experience:
Ability to fluently read, write, and understand the English language.Proficiency with the following, but not limited to active listening, speaking, writing, critical thinking, judgment and decision making, monitoring, reading comprehension, time management, coordination, and management of personnel resources.Proficiency in using various computer and technology-related software and equipment, including Microsoft Office products and database systems.Proficiency in using web-based technologies, including database systems.Ability to work independently and in a team environment, with or without direct supervision.Excellent communication, interpersonal, customer service, and organizational skills.Experience with Customer Relationship Management (CRM) systems, including building attribute-based queries, filters, and reports.Knowledge of Project Management methodologies
Preferred Qualifications:
Experience in higher education.Two or more years of experience with CRM experience
Are you interested in this position?Apply by clicking on the “Apply Now” button below#PA2ASSISTRevolution#GlobalAssistantConnect#BusinessEmpowerment#VirtualPAPlatform #SkillMatchmaking#EfficientAssistance#QualityServiceConnection#SimplifyDelegateThrive#PA2ASSISTImpact#EmpoweringCollaboration
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