Customer Relations Management (CRM) Coordinator, Germany, Belgium, Netherlands, UK

Customer Relations Management (CRM) Coordinator
UMGC Europe
Location: Germany, Belgium, Netherlands, UK
Category: Overseas Regular, 100% FTE, Grade 004

The University of Maryland Global Campus (UMGC) seeks a Customer Relations Manager Coordinator. This position can be based out of any of the following locations: Spangdahlem, SHAPE, Brunssum, Geilenkirchen, Buechel, Volkel, Lakenheath, Mildenhall, Alconbury, Croughton.

Description: The Customer Relations Management (CRM) Coordinator will support the Regional Directors (RDs) who oversee field operations throughout the region and will report directly to the respective manager.

SPECIFIC RESPONSIBILITIES INCLUDE:

• Implement effective outreach campaigns to prospective students that lead to increased conversion rates
• Managing current student populations that result in higher retention and positive student experiences; and, designing call/email campaigns that target distinct military student audiences to include active duty, military spouses, and veterans
• Responsible for training field staff both onsite and virtual, maintaining currency of Standard Operating Procedures, and effectively coordinating with other UMUC departments to ensure efficiency of CRM business processes
• Travel extensively throughout the region's locations to provide onsite training
• Manage all prospective student leads and set next actions for field staff follow up
• Design targeted messaging campaigns via phone and email to current student populations
• Re-assign student populations as necessary among field staff
• Conduct regular analysis of student data to ensure accuracy of contact information and duty station assignments
• Monitor outreach activities and analyze student response rates
• Create, maintain, and evaluate statistics to assist field staff to meet site-specific enrollment goals in hybrid classes
• Run specific reports that measure effectiveness of lead cultivation, student retention, and hybrid course schedules
• Conduct onsite training for all new field staff and design maintenance-training opportunities and seminars that can be delivered onsite, via WebEx, and through online platforms such as SABA
• Make recommendations to Regional Directors for individual and team CRM training needs, opportunities, and business process improvements
• Other duties as assigned

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree from a U.S. regionally accredited institution or equivalent
• Strong organizational communication, interpersonal skills and demonstrated proof of utilizing data to strategically plan for desired outcomes.
• Knowledge of PeopleSoft and military portals such as GoArmyEd

PREFERRED EDUCATION AND EXPERIENCE:

• Master's degree from a U.S. regionally accredited institution or equivalent

• Demonstrated working knowledge of a CRM system such as SalesForce or Goldmine
• One (1) year working in a college or university environment that serves military students and their families

Who May Apply - Current UMGC employees and Local applicants with individual logistical support (ILS) only - no relocation or UMGC ILS will be provided. Applicants must already have and be able to maintain ILS, meaning that they must possess a U.S. military ID card and SOFA card from an external source, as this position does not offer ILS. For employment eligibility purposes, applicant must qualify for ILS as described in USAREUR Regulation 600-700, Section III, 7-13. Criteria under which applicants qualify for ILS are: must serve the US Forces exclusively; are not stateless persons; are nationals of a NATO state, excluding the host nation; are not ordinarily resident in the host nation. Must have a valid passport.

All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umgc.edu/benefits.html.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

University of Maryland Global Campus (UMGC) is committed to helping safeguard the health of its faculty, staff, students, contractors, and guests. Because vaccinations reduce the spread of SARS-CoV-2—the virus that causes COVID-19—and in alignment with the University System of Maryland (USM) vaccination mandate, all prospective UMGC faculty (full-time and adjunct) and staff are required to be fully vaccinated, unless an exception is approved as a reasonable accommodation based on disability or religion.

Prospective faculty and staff must provide their vaccination status and submit proof of vaccination (or a copy of their Approved Exception Letter) before the start of their employment. Failure to provide proof of vaccination or show proof of exception may result in the offer of employment being rescinded.