Customer Relations Management Specialist

Job Title

Customer Relations Management Specialist

Agency

Texas A&M Engineering

Department

Engineering Communications Group

Proposed Minimum Salary

Commensurate

Job Location

College Station, Texas

Job Type

Staff

Job Description

Why work for Texas A&M Engineering?

Who we are

Texas A&M Engineering is a large employer in the great and growing cities of Bryan/College Station, offering thousands of career opportunities in a wide variety of fields. We are deeply committed to recruiting and retaining a talented workforce that embraces our core values of respect, excellence, leadership, loyalty, integrity, and service. Texas A&M Engineering offers competitive salaries, full benefits, an extensive support network, and above all, an enriching and highly collaborative working community that is deeply passionate about our vision for higher education, research, and public service.

Job Description

Purpose:

Engineering Communications is seeking a Customer Relations Management (CRM) Specialist who will operate as a member of the Recruitment & Retention communications team that provides software development and support in a multi-platform environment to enhance the coordinated recruitment operations for the College of Engineering, as well as other college stakeholders. The CRM Specialist assists with the daily operations of the CRM including scheduling, system maintenance, query development, process automation, staff training and the implementation of new CRM features. Time management, flexibility, meticulous organizational skills, attention to detail, and the ability to work as a motivated self-starter are all crucial for success in this position. If you enjoy working in a collaborative, data-driven, deadline-oriented environment, we invite you to apply for this opportunity.

Responsibilities:

Essential Duties/Tasks

• Design and build queries based on targeted populations.
• Follows guidelines and standards to create recruitment communications being used by marketing, recruitment, functional team staff and constituents.
• Coordinates, develops, and debugs email communications in CRM, using HTML and CSS as needed.
• Coordinates with recruitment communications manager for digital assets associated with templates.
• Coordinates with recruitment staff to maintain, update and troubleshoot issues with existing communications yearly.
• Coordinates CRM campaigns and series based on constituent needs.
• Consult with the Data Analytics & CRM Team when larger scale issues arise.
• Provides development and support for event management, application cycle and CRM database.
• Serve as the primary point of contact for all escalated Slate questions.
• Assist in training of various Slate users.
  • Prepares reports on program activities. Uses CRM, Tableau, Google Analytics and other reporting tools to measure campaign effectiveness, suggest optimizations and changes and execute changes associated with communication campaigns.

Collaboration

• Makes adjustments and continuous improvements to strategies and efforts based on marketing research. 
• Provides the Recruitment Communications team with day-to-day support and strategic guidance.
• Coordinates with the university CRM team.  
• Collaborates with Engineering Communication team to adjust efforts accordingly. 

Other

• Attendance of special events, weekend work and some travel may apply.
• Handles special projects as assigned by the Assistant Director of Retention & Recruitment Communications.

What we need:

• Bachelor’s degree or any equivalent combination of education and experience.
• Three years of related experience.

​

What is helpful:

• Bachelor’s degree in Marketing, Communications, Computer Science or closely related discipline.
• Experience working with CRM/database management, email delivery and automation platforms and building HTML emails.
• Experience with Technolutions/ Slate CRM.
• Experience in market testing, A/B testing, data analysis and reporting.
• Experience in HTML and CSS to build and debug outbound emails.
• Must demonstrate a commitment to consultation and cooperation with students, faculty, staff and administrators.
• Must possess strong interpersonal and communication skills with the ability to visualize, organize, and provide feedback to leadership.

​Knowledge, Skills, and Abilities:

• Knowledge of best email practices, multi-channel marketing strategy skills and ping and UTM codes.
• Ability to manage multiple competing priorities at one time.
• Ability to assist with the planning, installation and operation, and effective utilization of multiple software platforms.
• Demonstrated ability working with relational databases and interpreting, analyzing and reporting data.
• Strong computer skills to include Microsoft Excel, Word, and Outlook.
• Strong customer service, and strong verbal and written communication skills.

Work Location:

• Main Campus – College Station, TX.

About Engineering Communications

Engineering Communications develops and implements communications and marketing plans focusing on key priorities of the engineering program as defined by the engineering leadership team. It also serves as a communications resource for many stakeholders and, as time allows, accommodates requests for assistance. An award-winning team of communications, marketing, graphic design, web, and public relations professionals, focuses on strengthening the brand and image of the Texas A&M University College of Engineering, Texas A&M Engineering Experiment Station, Texas A&M Engineering Program, Texas A&M University and The Texas A&M University System.

Texas A&M Engineering provides an outstanding benefits package including but not limited to:

• Competitive health benefits.
• Generous paid vacation, sick time, and holidays.
• Vision, Dental, Life, and Long-Term Disability insurance options.
• Teachers Retirement System of Texas (TRS), a defined benefit retirement plan with 8% employer contribution.
• Additional Voluntary Retirement Programs: Tax Deferred Account 403(b) and a Deferred Compensation Program 457(b).
• Flexible spending account options for medical and childcare expenses
• Robust free training access through LinkedIn Learning plus professional development opportunities.
• Tuition assistance https://engineering.tamu.edu/information/esac/educational-assistance-programs.html
• Wellness program release time offered to employees to promote work/life balance.

Helpful Applicant Information

Required Materials for Application:

• Resume/CV
• Three work references with their contact information; at least one reference should be from a supervisor/former supervisor.
• Letter of interest

Compensation Philosophy:

• Recruit and retain high-performing workforce through competitive compensation and career development including career pathing, coaching and skills development.
• Offer total rewards through competitive and equitable pay, flexible benefits, professional development, performance recognition and work-life balance.
• Ensure resources are readily available and utilized to attract and retain the highest quality researchers, faculty, and staff.  Exemplify equal pay for equal work, with allowable pay differences based on factors not prohibited by law.

Employment Eligibility Verification

• If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in delay of start date.

All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check.

Equal Opportunity/Affirmative Action/Veterans/Disability Employer.