Customer Relationship Management at The American University



  • Develop innovative strategy to utilize all CRM platform omni-channel capabilities, including email, SMS, push notifications and social media
  • Manage extensive cross-functional collaboration activities to develop and execute successful communication strategies
  • Gain deep understanding of student service processes and business objectives
  • Plan and deliver CRM strategies across the organization through the CRM platform and all relevant digital platforms
  • Develop and manage an iterative CRM communication roadmap and strategy capable of supporting the AUC student and parents communication needs
  • Drive completion of existing roadmap initiatives while identifying new initiatives for strategy optimization
  • Collaborate with key business stakeholders to optimize and improve current communication activities
  • Develop actionable recommendations for optimizing business results in light of the university communication objectives
  • Communicate new and emerging CRM best practices across the industry in order to give AUC a competitive edge over in student acquisition and retention
  • Build strong relationships with internal stakeholders and collaborate with all business functions on ongoing basis to identify communication improvement opportunities
  • Develop innovative ways to manage experience automation to create effective relationships with enrolled and prospect students and parents
  • Follow higher education industry trends in assessing performance indicators and impact of communication plans
  • Develop and execute student journey communication path analysis based on CRM communication journey definition
  • Communicate ideas and insights to improve the student experience in light of communication path analysis
  • Monitor, analyze and report campaigns performance and all communication Key Performance Indicators (KPIs) to business entities on regular basis
  • Map student communication plan on CRM platform, maximizing opportunities of platform usage
  • Develop a roll out plan of all Student Portal and other communication activities to CRM platform
  • Prepare and guide the CRM communication roadmap and introduce new capabilities for meeting emerging higher education market needs and trends
  • Prepare proposals and plans for execution of communication strategy and student experience enhancements
  • Ensure that CRM communication activities are in line with AUCs corporate brand and communication strategy
  • Maintain, document and train AUC staff on communication best practices in alignment with AUCs communication guidelines
  • Configure AUC platforms to deliver technology solutions that serve the university process and community engagement needs
  • Generate new techniques to make CRM communication activities more effective


Minimum Education Requirements:

  • Bachelors of computer science, engineering or management of information systems


● Minimum 3 to 5 years of professional work experience

● Proficiency incorporating social media and other digital platforms into a comprehensive communications strategy

● Business and data analysis

● Designing, building and executing test cases across mobile and web systems

● SQL scripting and data validation

● Higher Education industry experience is a plus

● Working knowledge with CRM platforms (Salesforce, Microsoft Dynamics) is a plus

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