To advance the college’s mission, vision, principles, values and strategic initiatives through continuous improvement decisions.

GENERAL JOB SUMMARY: 

The CRM Administrator is responsible for the overall administration and support of the Customer Relationship Management (CRM) system across the organization to strengthen enrollment outcomes, streamline communication, and evaluate the effectiveness of strategies from implementation through long-term use. Housed within the Marketing Department, the CRM Administrator plays a strategic role in managing recruitment communications and student engagement throughout the lifecycle, while overseeing the configuration, administration, and support of the college’s CRM systems.

The successful candidate:

• Is curious and motivated to learn CRM systems and actively participate in the broader CRM community
• Serves as the “go-to” expert for CRM users (e.g., admissions, K-12 partnerships, enrollment, etc.)
• Advocates for the CRM's appropriate and effective use to enhance the student experience and enrollment results
• Maintains data integrity and oversees data migration, integration, and reporting processes
• Collaborates closely with IT, admissions, enrollment, and leadership to align CRM functionality with institutional goals

The CRM Administrator must be flexible, open to new ideas and changing priorities, team-oriented, customer-focused, organized, detail-oriented, and a self-starter who can work independently. Strong verbal and written communication skills are essential for engaging both technical and non-technical audiences.

WORK SCHEDULE AND LOCATION:

This position is eligible for a hybrid work schedule, with a combination of on-campus and remote workdays each week.

• Advocate for Continual Improvement- empowering each other to identify opportunities for excellence. 
• Collaborate with Mutual Accountability- working together with a willingness to take ownership and accountability for our actions.  
• Champion Service- anticipating needs and create a welcoming, diverse, and inclusive environment.  
• Perseverance- commitment to excellence even in the face of adversity or delay in achieving success.  
• Lead- regardless of title, through positive influence.  

• Serve as a strategic lead for the CRM system, providing guidance on system capabilities, usage, schedules, and enrollment outcomes.
• Design, configure, and implement CRM processes including workflows, forms, communication tracking, and reporting.
• Train employees on system functionality to ensure thorough understanding and maximize user adoption.
• Collaborate closely with departments across the college — especially marketing, admissions, and enrollment — to maximize CRM capabilities in support of communication strategy, including the development and management of communication deployment schedules.
• Lead the development and execution of communication strategies via the CRM platform in collaboration with the Marketing team to drive engagement and matriculation.
• Develop and maintain dashboards and performance metrics to assess activity impact on enrollment.
• Monitor data quality, oversee data migration/import/export, and ensure accuracy from all lead sources.
• Work closely with IT to integrate supporting tools, manage system performance, troubleshoot issues, and support upgrades.

• Recommend and implement business process improvements and CRM enhancements.
• Provide proactive support to users and champion continuous improvement of the system.
• Perform other related work duties as assigned

PERFORMANCE EXPECTATIONS:

• Be able and willing to represent the College in the most positive manner with prospective, former and current students, clients, suppliers and the community we serve
• Must possess excellent customer service skills
• Must be self-motivated and energetic, with strong computer skills, and proven success working within a team-based environment
• Must pay attention to details 
• Must be able to work independently, accept responsibility with limited supervision, manage multiple tasks to completion, and work with frequent interruptions

• Ability to interpret questions, identify problems, propose solutions and process improvements, and read reference manuals.
• Ability to identify actionable insights from ambiguous and sometimes limited information
• Understand how to successfully communicate information to both technical and non-technical audiences
• Ability to make oral presentations and written reports in a concise and effective manner
• Must possess excellent planning, organizational, and presentation skills 
• Seek and participate in development opportunities surpassing required training.

• Welcome, value, and nurture people of all backgrounds, perspectives, and experiences, as well as support and promote an environment that accepts differences. 

The statements contained herein reflect general details as necessary to describe the essential job duties/responsibilities and performance expectations of the job, which should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned.

Position involves working in an office setting. Occasional (10-33%) standing, pushing, pulling and grasping. Frequent (34-66%) reaching and viewing a computer and other types of close visual work. Constant (67-100%) sitting, walking, repetitive motion, talking and hearing.

• Associate’s degree or equivalent combination of education and experience
• 2 years of hands-on experience with configuring and administering CRM systems 
• Demonstrated skills in communication, problem solving, and process/workflow development

PREFERRED QUALIFICATIONS, LICENSES, CERTIFICATIONS, OR REGISTRATIONS:

• Bachelor’s degree in Marketing, Communications, Business, Information Systems, or related field
• 3+ years hands-on experience with CRM configuration and administration in higher ed
• Experience with higher education-specific CRM platforms (Recruit, Slate, Anthology, Element 451)
• Familiarity with marketing automation, audience segmentation, and campaign performance metrics

EEO AA/STATEMENT:

It is the policy of Kirkwood Community College not to discriminate in its programs, activities, or employment on the basis of race, color, national origin, sex, disability, age, sexual orientation, gender identity, creed, religion, and actual or potential family, parental or marital status. If you have questions or complaints related to compliance with this policy, please contact the Vice President, Human Resources and Institutional Effectiveness (employees) or the Vice President of Student Services (students), 6301 Kirkwood Blvd. SW, Cedar Rapids, IA 52404, 319-398-5572, equity@kirkwood.edu, or the Director of the Office for Civil Rights, U.S. Department of Education, Cesar E. Chavez Memorial Building, 1244 Speer Boulevard, Suite 310, Denver, CO 80204-3582, Telephone: (303) 844-5695 FAX: (303) 844-4303, TDD 800-877-8339 Email: OCR.Denver@ed.gov.

 
WHY KIRKWOOD:
 Kirkwood Community College prides itself on fostering a diverse workforce and values unique perspectives throughout its campus community. The college is a convenient, innovative, visionary educational leader striving to remain affordable and accessible. With more than 140 majors and programs, Kirkwood boasts 16,000 annual college-credit students while maintaining one of the lowest tuitions in the state. All degree-seeking students are eligible for federal financial aid and the college offers more than $3 million in scholarships each year to students from all walks of life.
 
Review of applications will continue until the position is filled.