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Assistant Manager, CRM

2 weeks ago

Putrajaya, Malaysia Heriot-Watt University Malaysia Full time

Reporting to the Manager, Prospect Experience, the Assistant Manager, CRM will work within a cross-functional team to shape and deliver effective recruitment strategies and plans to support the strategic objectives of our Marketing, Student Recruitment and Admissions teams.
The role will be based at the University's campus in Putrajaya, the administrative capital of Malaysia.

**; Requirements**: - Key

**Responsibilities**:

- Perform all daily administrative functions of CRM, eg. systems integration, system configuration and customisation, adjusting workflows, creating new dashboards, etc.
- Working with wider MRAC team in developing, reviewing and maintaining business process documentation, eg. CRM user policy for the improvement of administrative task.
- Provide analysis of data sets and student insights to influence and contribute to decision making and thinking.
- Provide analysis based on data to support management decisions.
- Evaluate CRM data quality and work with users on related correction. Ensure best practice of data hygiene in CRM.
- Establishing and executing CRM users certification process.
- Establishing and maintaining leads collection process and bulk data management.
- Support Marketing and Campaigns as well as PR and Communications in planning and implementation of eDM (electronic direct mail) and nurture tracks using CRM.
- Increase the usage of CRM across multiple function to optimise adoption of CRM.
- Working with Manager, Student Recruitment and Future Students to provide insight and support towards the success in recruitment activities to promote the university in education fairs, roadshows, Open Days and any other promotional activity for the university.
- Any other tasks deemed relevant in supporting the admissions and recruitment processes.

Person Specification
Education and Qualifications
Essential
- Degree (or equivalent qualification)

Desirable
- Degree in Information Systems, Data Science, Statistic, Digital Marketing, Market research, Business or related field

Experience
Essential
- Competent in the use of relevant IT packages, and CRM specific package such as Salesforce, MS Dynamics, etc.
- Experience and understanding of data analysis and evaluation to meet business needs.

Desirable
- Experience of working in Higher Education sector.

Competencies, Skills and Knowledge
Essential
- Ability to research, analyse and present complex information effectively with good attention to detail.
- High level organisational skills with the ability to prioritise major developments and to function effectively in a pressured environment.
- Adequate written and verbal communication skills.
- Ability to work effectively both independently and as part of a team.

Desirable
- Project Management in CRM campaigns and delivery, e.g. customer experience, data quality, audience creation, reporting, etc.
- Interpret, prepare, analyse and deliver reports to senior management and colleagues.
- Providing detailed explanations of systems, procedure or technical information both verbally and in writing.

Application Process
Due to Malaysian Immigration restrictions, we regret that this position is only open to citizens or permanent residents of Malaysia.
Applications should be submitted to Heriot-Watt University Career Site only.