CRM System Administrator EHA

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1 It is important to note that this job description is a guide to the work you will be required to undertake. It may be changed from time to time to meet changing circumstances. It does not form part of your contract of employment. Job Description for the post of: CRM System Administrator EHA Fixed Term until 31 st July 2014 Accountable to: Responsible to: Head of Student Recruitment Student Recruitment and Conversion Manager Main purpose of the post: The key focus of this role is to support relationship building with potential students and applicants to the university by ensuring that our Customer Relationship Management System is working to its full capacity. The successful candidate will be responsible for the data within the system and working with managers and officers to ensure that our recruitment messages are targeted, timely and effective. Main duties of the post Role Specific: 1. To create, manage and maintain accurate records in the CRM database of a wide variety of potential students, applicants and stakeholders. 2. Build, manage and maintain filters for ensuring effective segmentation of enquirer/applicant databases for specific messaging and campaigns. 3. Develop and implement campaigns to increase attendance at open days, open evenings, applicant visit days and taster events and to support recruitment to our annual teacher and adviser conference and teacher networking evenings. 4. To manage and maintain booking systems and processes for events and ensure that appropriate follow-up is undertaken with event bookers and attendees. 5. Collaborating with managers and other users to analyse, identify and implement systems and process improvements.

2 6. Assist and develop user guides, handbooks and training sessions for the wider Student Recruitment Team. 7. Provide relevant Key Performance Indictors on a regular basis and support service managers in the creation of reports and analysis of trends to better target activity. 8. To support colleagues in student recruitment to maximise the collection of enquiries at external events. 9. To ensure that databases and communication tools from across the University are linked to maximise the effectiveness of relationship-building with potential students. General: 10. To support colleagues in the Course Information, Advice and Guidance Team in handling initial course enquiries via telephone and 11. To demonstrate excellent Customer Service when dealing with all customers of the Student Recruitment Team 12. To make a positive contribution to the work of the Student Recruitment Team 13. To undertake any other duties as required by the line manager In addition to the above duties all staff are requested to: a) Adhere to all Edge Hill s policies and procedures, including Equality and Diversity and Health and Safety b) Respect confidentiality: all confidential information should be kept in confidence and not released to unauthorised persons c) Undertake appropriate training and development as required d) Participate in Edge Hill s Performance Review and Development Scheme e) Adhere to Edge Hill University s environmental policy and guidelines and undertake tasks in a sustainable manner f) Adopt a positive attitude towards resolving everyday and variable challenges in a customer-focused environment Salary: Grade 3, Points ,503 19,056 per annum Hours: 36 ¼ hours per week It is expected that the post holder will work flexibly

3 according to the demands and responsibility of the job, as evening and weekend work will be required. In addition there may be a restriction on annual leave being taken during the period when national examination results are published, normally the third week in August through to the start of Edge Hill s academic year. Candidates should note that shortlisting will be based on information provided on the application form with regard to the applicant s ability to meet the criteria outlined in the Person Specification attached. We are looking at candidates with the ability to communicate effectively through written communication and we will therefore take into account spelling, punctuation and grammar and shortlist accordingly. Candidates should also note that their ability to demonstrate specifically that they meet the essential experience requirements will also determine whether they make it past the first stage of shortlisting. Completed application forms to be sent via or, Human Resources, Edge Hill University, St Helens Road, Ormskirk, L39 4QP, to arrive no later than 19 July Interviews will be held on 31 July 2013

4 PERSON SPECIFICATION CRM System Administrator EHA Fixed Term until 31 st July 2014 CRITERIA: criteria Applicants should provide evidence of their ability to meet the following Essential Desirable Assessment Method Qualifications Educated to degree level or to have relevant work experience ECDL or other relevant IT qualification Experience and Knowledge Detailed knowledge of marketing and Customer Relationship Management processes Proven data administration skills and experience of using Microsoft Office suite and web-based applications Experienced in the use of databases, word processing and spreadsheets Experience of working in the Higher Education sector and a good knowledge of the undergraduate application process Experience of successfully developing and co-ordinating complex projects An understanding of profiles, permissions, security settings, validation rules etc, I, I, T * T, I * I Abilities/Skills Excellent written and oral communication, I, T skills Able to organise and prioritise work, I effectively Able to be a self-starter and work without, I supervision Able to work on own initiative, I Able to work effectively under pressure, I, T and meet deadlines Able to work as part of a team, I Able to operate flexibly and reliably, I Able to pay attention to detail, I, T Able to develop and maintain effective working relationships at all levels, I, T

5 Excellent demonstrable customer service skills Other An awareness of Equal Opportunities Issues Willingness to undertake staff training and development as required Willingness to participate in the Performance Review and Development Scheme, I *Method of Assessment (I-Interview, A-Application, T-Test, P-Presentation) Please note that applications will be assessed against the Person Specification using this criteria.

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