Customer Relationship Management Experience Strategist, Tech Solutions

Reports to: Tech Solutions Director, Customer Relationship Management

Purpose: The job holder is responsible for leading the communication experience management across all student journey communication touch points across the different digital media channels integrated with The American University in Cairo’s (AUC) Customer Relationship Management (CRM) platform. He/she will study technology solution needs, and deliver experience strategies and technology solutions that address key business objectives such as student recruitment, engagement and service quality.

Responsibilities:

• Develop innovative strategy to utilize all CRM platform omni-channel capabilities, including email, SMS, push notifications and social media
• Manage extensive cross-functional collaboration activities to develop and execute successful communication strategies
• Gain deep understanding of student service processes and business objectives
• Plan and deliver CRM strategies across the organization through the CRM platform and all relevant digital platforms
• Develop and manage an iterative CRM communication roadmap and strategy capable of supporting the AUC student and parents’ communication needs
• Drive completion of existing roadmap initiatives while identifying new initiatives for strategy optimization
• Collaborate with key business stakeholders to optimize and improve current communication activities
• Develop actionable recommendations for optimizing business results in light of the university communication objectives
• Communicate new and emerging CRM best practices across the industry in order to give AUC a competitive edge over in student acquisition and retention
• Build strong relationships with internal stakeholders and collaborate with all business functions on ongoing basis to identify communication improvement opportunities
• Develop innovative ways to manage experience automation to create effective relationships with enrolled and prospect students and parents
• Follow higher education industry trends in assessing performance indicators and impact of communication plans
• Develop and execute student journey communication path analysis based on CRM communication journey definition
• Communicate ideas and insights to improve the student experience in light of communication path analysis
• Monitor, analyze and report campaigns performance and all communication Key Performance Indicators (KPIs) to business entities on regular basis
• Map student communication plan on CRM platform, maximizing opportunities of platform usage
• Develop a roll out plan of all Student Portal and other communication activities to CRM platform
• Prepare and guide the CRM communication roadmap and introduce new capabilities for meeting emerging higher education market needs and trends
• Prepare proposals and plans for execution of communication strategy and student experience enhancements
• Ensure that CRM communication activities are in line with AUC’s corporate brand and communication strategy
• Maintain, document and train AUC staff on communication best practices in alignment with AUC’s communication guidelines
• Configure AUC platforms to deliver technology solutions that serve the university process and community engagement needs
• Generate new techniques to make CRM communication activities more effective
• Lead the CRM communication activities to support the university’s business processes and strategic growth initiatives
• Build subject matter expertise for CRM communication management and act as an advocate to build internal awareness and adoption of the CRM strategy across the organization
• Lead communication assessment plans by conducting focus groups, surveys and generating necessary statistics to measure communication effectiveness
• Conduct and manage awareness programs, utilizing communication materials, promotional items, participating in all student events and show casing the newly offered services to various stakeholders, management entities and students
• Design and implement orientation sessions to increase student awareness and knowledge about the CRM communication activities
• Assist in communicating the CRM communication capabilities to build internal awareness and adoption of the CRM strategy across the organization
• Perform any other related tasks as assigned

Requirements:

Minimum Education Requirements:

• Bachelor’s of computer science, engineering or management of information systems

Experience:

● Minimum 3 to 5 years of professional work experience

● Proficiency incorporating social media and other digital platforms into a comprehensive communications strategy

● Business and data analysis

● Designing, building and executing test cases across mobile and web systems

● SQL scripting and data validation

● Higher Education industry experience is a plus

● Working knowledge with CRM platforms (Salesforce, Microsoft Dynamics) is a plus

Skills:

● Very strong interpersonal communication and presentation skills

● Ability to transform opportunities into technology solutions

● Strong ability to influence and collaborate cross functionally with business and technology teams

● Excellent verbal and written skills

● High attention to detail

● Customer Service orientation

● Outstanding time management and ability to juggle responsibilities

● Self-motivated with ability to work independently and as part of multiple teams

● Demonstrated successful ability to build positive relationships and partnerships within department and across the organization

● Proven success in managing large projects

This position is open until January 24, 2023

Placement is based on the candidate’s experience and skills. Only candidates who make it to the short list will be contacted.

"The American University in Cairo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals with disabilities are encouraged to apply."

“We thank all individuals who have expressed interest in working at The American University in Cairo.”