Manager, Enterprise Constituent Relationship Management
Under the guidance of the Senior Director of Enterprise CRM, the Manager leads
the operational support and implementation of the University's Enterprise CRM
Solutions. This leader ensures that Salesforce solutions effectively support
Admissions, Recruitment, Advancement, Outreach, and Marketing by managing
project assignments, coordinating technical and operational staff, and
aligning technology with business strategies across diverse schools and units.
Duties
LEADERSHIP AND ADMINISTRATION: Provides strong leadership to the
Enterprise CRM analyst team. Directly manages the IT CRM Business Analyst
(Ladder 1) and IT CRM Senior Business Analyst (Ladder 2). Sets
departmental goals and objectives, aligns teams with the strategic goals
of the University, and delegates tasks with appropriate mentorship.
Empowers staff to take ownership of duties, work collaboratively, and
provide excellent customer service while holding teams and external
vendors accountable for following procedures. Reviews and submits regular
paperwork and processes, such as status reports, bi-weekly or monthly
timesheets, assessments for mid-year and annual reviews, and other routine
IT and University practices.
PROJECT MANAGEMENT: Leads and manages for the CRM department.
Represents CRM on University-wide project teams and committees, including
IT's project management task force(s). Ensures project team assignments
are prioritized and completed on schedule. Creates and maintains projects
in project management tool(s). Identifies and implements process
improvements within project management and collaboration tools.
Facilitates data validation and user acceptance testing. Investigates,
resolves, and escalates problems. Seeks technical assistance and delegates
tasks accordingly for problem resolution. Communicates regularly and
proactively with the user community. Provides timely project status
updates to the Sr. Director and stakeholders or project owners. Analyzes
metrics to ensure customer satisfaction.
ADVANCED APPLICATION AND SYSTEMS ANALYSIS: Oversees collection,
analysis, and documentation of a client's business requirements. Makes
recommendations for process improvements. Manages liaison relationships
with business partners in order to provide technical solutions to meet
user needs. Leads assessment of client needs utilizing a structured
requirements process (gathering, analyzing, documenting, and managing
changes) to assist in identifying business priorities. Develops, writes,
and communicates requirements for the implementation of business
solutions. Coordinates planning sessions with clients to implement process
improvement.
TRAINING AND SUPPORT: Supports University CRM system including tools
supporting the CRM operations including but limited to the following
tools: Deduplication, Tool, Form Creation. Develops user training.
Coordinates and conducts training for new users and group sessions. Plans
and creates training-related content (videos, website, documentation).
Employs technical solutions for research, assessment, and validation.
Seeks out technical solutions, efficiencies, and enhancements for CRM
systems and end user needs.
COMMUNICATION AND RELATIONSHIPS: Represents Pepperdine and IT in a
professional manner when collaborating with internal and external
stakeholders. Develops and maintains strong partnerships with campus
personnel and departments, as well as with external vendors and service
providers, to assure current and future operational success. Acts as
liaison between CRM team and University partners. Navigates various
cultures and personalities within the University effectively, building a
positive reputation for the CRM team and projects.
COLLABORATION: Provides backup support and assistance to other team
members. Collaborates with co-workers and University colleagues on
departmental, division-wide, and institutional projects. Shares process
information and makes informal recommendations on how to improve processes
and overall job execution within the team/department.
PROFESSIONAL DEVELOPMENT: Attends training sessions, vendor
presentations, user group meetings, conferences, and seminars. Engages
regularly in individual professional development related activities to
remain current with industry technology trends and work processes.
COMMITTEES AND BEYOND JOB DUTIES: Volunteers to undertake tasks that
stretch the employee's capabilities. Serves on various committees within
the Information Technology division. Participates in external University
committees. Performs other related duties as assigned.
UNIVERSITY MISSION: Understands and supports the Christian mission of
the University. Upholds the University mission through team, location,
atmosphere, and work performed.
The above information has been designed to indicate the general nature and
level of work performed by employees within this classification. It is not
designed to contain or be interpreted as a comprehensive inventory of all
duties, responsibilities, and qualifications required of employees assigned to
this job.
Skills and Qualifications
Required:
Bachelor's degree in a related field, specialized training, or equivalent
work experience.
Five (5) or more years of relevant technical and business work
experience.
Three (3) or more years of higher education experience.
Salesforce Admin I Certified.
Advanced written and communication skills.
Intermediate presentation/training skills.
Expert level experience with Excel.
Preferred:
Three (3) or more years of experience with higher education CRM, such as
Salesforce.
Five (5) or more years of higher education experience.
Knowledge of Salesforce and Data Analysis.
Experience with ETL Tools: Informatica, Zapier.
Experience with Forms: FormAssembly.
Experience with Salesforce related tools for Deduplication Processing and
Data BackUps.
This is a Regular, Exempt, 40 hour per week position.
Expected Pay Range: $82,950 - $95,000 per year
The above pay range reflects what Pepperdine University reasonably expects to
pay for this position at time of posting. Actual compensation may vary based
on relevant factors such as work experience, market conditions,
education/training, and skill level. In addition to base pay, Pepperdine
offers a robust and highly competitive benefits package.
Pepperdine is an Equal Employment Opportunity employer and does not unlawfully
discriminate on the basis of any status or condition protected by applicable
federal, state, or local law. Pepperdine is committed to providing a work
environment free from all forms of unlawful discrimination and harassment.
Engaging in unlawful discrimination or harassment will result in appropriate
disciplinary action, up to and including dismissal from the University.
Pepperdine is religiously affiliated with the Churches of Christ. It is the
purpose of Pepperdine to pursue the very highest employment and academic
standards within a context that celebrates and extends the spiritual and
ethical ideals of the Christian faith. While students, faculty, and staff
represent many religious backgrounds, Pepperdine is permitted under applicable
law and reserves the right to seek, hire, and promote persons who support the
goals and mission of the institution, including the right to prefer co-
religionists who support Pepperdine's Christian mission.
Qualified individuals should be able to show respect for workplace
differences, and have the ability to work effectively with individuals from
different backgrounds.
Offers of employment are contingent upon successful completion of a criminal,
education, and employment screening. The University conducts such screenings
in compliance with applicable laws and with the objectives of evaluating risk
and supporting a safe environment for students, faculty, staff, and guests;
safeguarding key University assets including people, property, information,
and the University's reputation; and providing comprehensive job-related
information to University leaders to enable them to make prudent hiring
decisions. Individuals will be required to disclose any criminal convictions
on a designated form after receiving a conditional offer of employment;
failure to disclose accurate information may result in withdrawal of the offer
or termination of employment. Qualified individuals with criminal histories
will be considered for employment in compliance with applicable laws,
including the Los Angeles County Fair Chance Ordinance.
