JOB TITLE:  COORDINATOR OF CRM BUSINESS PROCESSES AND DATA ANALYSIS  

DEPARTMENT:  INSTITUTIONAL RESEARCH

SALARY RANGE: $55,000 - $60,000/Level 1A-2                                                                   

FLSA: EXEMPT

IMMEDIATE SUPERVISOR:  Director of CRM Systems

SCHEDULE DETAILS:  Full-time/12-month position/PEERS/This is grant-funded with a limited term appointment.

Position Summary

The CRM Business Process and Data Analyst assists the Director of CRM Sytems with coordination of data management, creating CRM reports, supporting end-users and reporting processes for the retention area with the Student Success Initiative.  Additionally, this position will also be responsible for assisting in CRM management, creating and distributing student communications, and implementing CRM events.

Essential Job Duties

• Assists with CRM management, coordinates data management, and creates and maintains reports and reporting processes for the Retention area within Student Success.
• Creates and maintains reports in the CRM and Informer to support data informed decision making.
• Provides CRM training for the retention area with Student Success and maintains updated training materials.
• Analyzes, interprets, and monitors retention data and proactively updates and maintains reports and business processes related to retention.
• Communicates effectively with CRM end-users regarding processes and data needed to use the CRM as a retention tool. 
• Works closely with Research, Assistant College Registrar-CRM Manager, College Director for Student Success, and Information Technology to create and manage all reporting related to retention within Student Success.
• Communicates retention updates and suggested improvements to reporting and business process to the Assistant College Registrar-CRM Manager
• Utilizes essential tools and platforms for analyzing data, such as Jira, Calendly, Salesforce, TargetX, PowerBI, Intrinsik Informer, and Twilio
• Works closely with the Assistant College Registrar-CRM Manager and Information Technology teams to onboard, maintain, and improve business processes with other areas of the college as related to the CRM and retention area within Student Success.
• Assists with creating, editing and managing student communications through SMS texting campaigns and email broadcasts within the CRM.
• Assists with all data, reporting and process flows related to Student Success.
• Exhibits exemplary attendance and punctuality.
• Complies with college policies and procedures.
• Performs other duties as assigned, including attending college functions, serving on committees and attending community events.

Required Knowledge, Skills & Abilities

• Bachelor’s degree from a regionally accredited institution of higher learning.
• Demonstrated ability to develop and implement complex policies and procedures.
• Advanced knowledge of Microsoft office and other business software.
• Demonstrated project management experience
• Experience analyzing data to improve business processes.
• Previous customer service experience.
• Ability to work well with others.
• Strong oral and written communication skills. 
• Ability to use information technology for professional productivity (such as Microsoft Office Suite).

Preferred Knowledge Skills & Abilities

• Three years of project management experience.
• Experience working in Colleague and/or Sales Force/Target-X CRM Software
• Understanding of marketing and communication principles
• Experience working within a collegiate setting.

Working at Ozarks Technical Community College Provides Great Benefits

• Medical insurance coverage for employees through the CoxHealth network at no cost to employees.
• Dental, LTD and group life insurance coverage for employees at no cost to employees.
• Access to the on-site OTC Health and Wellness Clinic at no cost for employees and their dependents.
• Use of the OTC fitness center at no cost to employees.
• Twelve (12) tuition free college credit hours per fall and/or spring semester and six (6) college credit hours per summer term for employees and/or their dependents.
• College matches the employee PSRS/PEERS retirement at 14.5% or 6.86%

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  While performing the duties of this job, the employee is regularly required to sit, stand, and walk; use hands to finger/touch, handle, or feel; and talk or hear.  The employee must be able to move around and about their area, and operate a computer as needed.  Specific vision abilities required by this job include close vision.

***OZARKS TECHNICAL COMMUNITY COLLEGE RESERVES THE RIGHT TO MODIFY, INTERPRET, OR APPLY THIS JOB DESCRIPTION IN ANY WAY THE INSTITUTION DESIRES.  THIS JOB DESCRIPTION IN NO WAY IMPLIES THAT THESE ARE THE ONLY DUTIES, INCLUDING ESSENTIAL DUTIES, TO BE PERFORMED BY THE EMPLOYEE OCCUPYING THIS POSITION.  THIS JOB DESCRIPTION IS NOT AN EMPLOYMENT CONTRACT, IMPLIED OR OTHERWISE.  THE EMPLOYMENT RELATIONSHIP REMAINS “AT-WILL.”  THE AFOREMENTIONED JOB REQUIREMENTS ARE SUBJECT TO CHANGE TO REASONABLY ACCOMMODATE QUALIFIED DISABLED INDIVIDUALS.

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