Customer Relationship Management (CRM) Program Manager, Germany

Type: Full time

Customer Relationship Management (CRM) Program Manager

Category: Overseas Regular, 100% Time, Grade 005

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 People Soft 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.

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.