The CRM Manager is responsible for the strategic administration, design, development, maintenance, and continuous improvement of the university's Customer Relationship Management (CRM) system. Working collaboratively with a team of CRM super users and campus stakeholders, this position ensures the CRM effectively supports undergraduate admissions, academic units, international programs, student success, enrollment services, and other university departments. The CRM Manager serves as one of the primary functional experts for Slate, overseeing system configuration, workflow automation, data integrity, integrations, training, and ongoing optimization to enhance operational efficiency, support enrollment goals, with the goal of improving the user experience.
ResponsibilitiesEssential Duties and Responsibilities
In collaboration with a team of CRM super users, serves as a primary administrator responsible for the design, configuration, development, maintenance, and continuous improvement of all aspects of the Slate CRM environment. Builds, configures, and maintains application forms, portals, workflows, communications, events, queries, reports, dashboards, reader configurations, and automation rules. Develops and implements new CRM functionality to support Undergraduate Admissions, Academic Units, International Programs, Student Success, Enrollment Management, and other university departments. Evaluates business processes and recommend system enhancements that improve efficiency, data quality, and user experience. Troubleshoots system issues and coordinate testing and implementation of new features and enhancements. (65%)
Collaborates with the Office of Information Technology and the Associate Vice Provost for Strategic Analytics to develop, maintain, and enhance bi-directional data integrations between Slate, Banner, and other third-party systems. Monitors data imports, exports, and integrations to ensure accuracy, reliability, and timely processing. Assists with testing and implementation of new integrations and system enhancements. (15%)
Performs application cycle and term maintenance to ensure seamless transitions between admission cycles and academic semesters. Updates application configurations, workflows, communications, and related system components to support each recruitment cycle. (5%)
Develops and delivers training for CRM users across the university. Creates and maintains training materials, user guides, and documentation. Provides ongoing support to end users and communicate updates to system functionality, policies, and procedures. (5%)
Audits the CRM to ensure the accuracy, consistency, and integrity of institutional data. Identifies and resolves duplicate, incomplete, or inaccurate records while maintaining data governance standards. Performs routine data cleanup and quality assurance activities to support the effective operation of the university's shared CRM environment. (5%)
Other duties as assigned. (5%)
QualificationsBachelor’s degree in relevant area and two years of CRM experience in a higher education environment. An equivalent combination of education, training and experience may be substituted for the degree requirement.
Applicants must be authorized to work in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.
Skills Required
- Bachelor’s degree in a relevant area, or equivalent education, training, and experience
- Two years of experience in a higher education environment
- Authorization to work in the United States
What We Do
The University of Memphis is a public research university in Memphis, Tennessee, committed to academic excellence and community engagement. Driven by a philosophy of 'doing,' the institution leverages a diverse workforce of faculty and staff to foster a dynamic learning environment. The university provides a comprehensive range of educational opportunities and maintains a strong commitment to equal employment and institutional equity.
