Customer Relationship Management Officer

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1 Customer Relationship Management Officer Marketing, Communications and Student Recruitment Division Student Recruitment Office Salary Grade 6-25,504 to 29,541 per annum Open Ended Contract Ref: CSE00784 At Leicester we re going places. Ranked in the top 20 universities in Britain our aim is to climb further. A commitment to high quality fused with an inclusive academic culture is our hallmark and led the Times Higher Education to describe us as elite without being elitist. A position has become available for a Customer Relationship Management Officer. You will build, create, develop, test and deliver customer relationship communications to help support student recruitment. The University There s never been a more exciting time to join us. At the University of Leicester we are enjoying research success on a world stage and gathering the awards and plaudits to match. We are described as elite without being elitist. We are proud to be elite. But we are at least as proud to be an inclusive and progressive university. This commitment to high quality, an inclusive academic culture and belief in the synergy of teaching and research are our hallmarks. We believe that teaching is inspirational when delivered by passionate scholars engaged in world-changing research that is delivered in an academic community that includes postgraduate as well as undergraduate students. Our approach to research yields great rewards. Our research impact, measured by citations per academic, is the sixth highest in the UK. Our success in the 2008 Research Assessment Exercise saw Quality Related research income rise by 18% placing us firmly amongst Britain s top 20 research universities by this measure. The RAE also revealed that Leicester is home to Britain s top-rated research department Museum Studies which has the highest concentration of world class research of any department of any discipline in the UK. We believe that teaching and research are synergistic, and the National Student Survey demonstrates that the quality of our teaching is amongst the highest in the country. Since the launch of the survey in 2006, Leicester has consistently featured amongst the top-10 universities in England for student satisfaction. The Sunday Times described Leicester as "top... amongst mainstream multifaculty universities for student satisfaction". Currently a University of 23,000 students, with a turnover of 260m and 3,800 colleagues, our future is bright. Our Strategic Vision describes our plans to invest a billion pounds in our estate as we transform our campus. Already consistently ranked in the top-20 universities in Britain, by 2015 we aim to rise further to become top-10.

2 Leicester is the most inclusive of Britain s top-20 universities with the greatest proportions of students from under-represented groups. As a group of talented individuals we are more diverse than ever and stronger for it. At Leicester we are proud of our distinct approach, our achievements and our ambitious plans. If you share our approach join us. We are proud holders of the Athena Swan Bronze Award which recognises and celebrates good practice for employment in science, engineering and technology (SET) in higher education and research. The award reflects our commitment to the advancement and promotion of diversity and equality. We are actively seeking Silver and Gold awards. Marketing, Communications and Student Recruitment Division Admissions Our Division leads the University's corporate marketing, communications and student recruitment activity We provide strategic marketing and communications leadership for the University alongside excellent operational services to departments within the University. We re a diverse group of professionals but we share one thing we re passionate about higher education and the University of Leicester in particular and the world changing research and teaching it delivers. Led by Thomas Veit, the Director of Marketing, the division is organised into seven teams: This team provides an excellent process for student admissions that maximizes the number of students admitted whilst appropriately protecting academic standards and ensuring the quality of data. Marketing Communications This team deploys and facilitates integrated strategic communications for the university (ie communications that serve both an operational purpose whilst clearly articulating a consistent market position). Through this work we aim to deliver a tangible improvement in the university s reputation and deliver effective support for student recruitment. Student Recruitment This team leads and co-ordinates all work to ensure the University reaches its HEU undergraduate targets through attendance at HE fairs, the leadership and organisation of Open Days on campus and regular communications with enquirers and applicants through the CRM system. Press Office This team secures excellent coverage for the work across the University across traditional and new media that is consistent with the market proposition of the University. It contributes to a tangible improvement in the university s reputation. University of Leicester 2 19 September 2013

3 Widening Participation and Outreach This team leads and co-ordinates the University s outreach and widening participation in higher education work. It helps ensure that the University plays its full part in recruiting students from a diverse range of backgrounds. Creative Services This team provides a full range of creative services including web site development, video production, design, print services and photography. It plays a central role in ensuring that all of the creative outputs of the University align with brand and organisational tone of voice. Distance Learning Recruitment This team provides support to departments recruiting distance learners. It organises promotional campaigns and communications with enquirers and applicants to maximise recruitment. Your Role You will build, create, develop, test and deliver customer relationship communications to help support student recruitment. Principal Accountabilities Responsible for the creation, innovation and implementation of customer relationship management (CRM) and sales communications with enquirers and applicants to help support the University s student recruitment focusing on business processes and marketing communications. This will be achieved through a number of techniques (direct marketing campaigns, relationship marketing activity and sales activity) that will have to be created, tested, implemented and evaluated for effectiveness and return on investment. This will result in recommendations being presented for further campaigns and activities to boost student conversion rates across the activities of the various recruitment teams. Undertake analysis and evaluation of data generated from the systems to inform and recommend relationship marketing and sales activity, as well as producing management information to senior staff and departments to advise on expected conversion rates and intake targets. Having carefully segmented and selected sections of the enquiry database, devise and manage relationship marketing campaigns as part of achieving wider recruitment objectives, evaluating the impact of these campaigns on recruitment, and measuring the return on investment. Work with departments to better integrate their relationship marketing activity and communications with PG applicants and enquirers with central systems and activities. Recommend changes that Departments should make to improve their communications with prospective students during the conversion period. Work with departments to optimise their CRM communications and put forth a programme to instil best practise in customer service. Work with the CRM Team Leader to devise and deliver best practice customer service workshops to the wider University through Staff Development. Ensure that the database is clean at all times, managing de-duplication and having responsibility for continuously improving the accuracy and quality of data input into the CRM system by colleagues across the University. University of Leicester 3 19 September 2013

4 Monitor the impact of communications on individuals and provide statistical reports on the effectiveness of communications. Assist with managing enquiries answering standard questions from prospective students as well as dealing/referring more complex questions to the most appropriate colleagues where appropriate. Qualifications, Knowledge and Experience Essential Educated to degree level or equivalent qualification.* Excellent knowledge of marketing and Customer Relationship Management processes.* Experience of customer service environment * Experience of market segmentation techniques and data analysis* Experience in writing engaging and effective relationship marketing copy * Knowledge and experience of using CRM databases * Desirable Professional marketing qualification Higher education marketing experience Sales experience Skills, Abilities and Competencies Essential Excellent written marketing communications* and oral communication skills Ability to work well within a team and also across teams. Ability to work independently and to use initiative in identifying communication needs and developing solutions Excellent database skills and the ability to analyse large amounts of data Excellent organisational, administrative and time management skills in order to meet the often challenging deadlines for prospectus dispatch and enquiry response Ability to build up and assimilate good product knowledge across the range of undergraduate, postgraduate and distance learning programmes we offer. (* Criteria to be used in shortlisting candidates for interview) Informal Enquiries Informal enquiries are welcome and should be made to Liz Smythe on or University of Leicester 4 19 September 2013

5 Applications For further information and to apply on-line, please visit our website: The closing date for this post is midnight on 11 th October We anticipate that interviews will take place week commencing 28 th October Candidates short-listed for interview will be contacted by the University. If you do not receive a communication from the University within 4 weeks of the closing date, please assume that your application has been unsuccessful. University of Leicester 5 19 September 2013

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