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Director, Enrollment Communications and Client Relationship Management

Basic Position Information

Job Code: 3455

Title: Director, Enrollment Communications and Client Relationship Management

Department: Enrollment Management

Essential Personnel: N

Job Family: Enrollment Management

Job Sub-Family: Admissions

FLSA Classification: E

Job Grade: 16

Grade Min: $65,866

Grade Mid: $79,040

UHD Succession Plan: Y

Criticality of Position: Vital

Career Ladder: Individualized

Campus Security Authority: Y

Screening Committee: Y

Motor Vehicle Record Check: N

Job Summary

The Director, Enrollment Communications and Client Relationship Management oversees and manages the university's client relationship management system, as well as the staff who develops, creates, and executes enrollment communication plans and messages.

Duties

  • Oversees and manages the staff who are responsible for maintaining and executing the university's client relationship management system, and for creating and sending enrollment communications for the university.
  • Develops comprehensive communication plans involving various mediums for the enrollment management offices and college departments, ensuring that all communications represent the mission and vision of the university.
  • Oversees the daily operations and activities for the university's client relationship management tool; works as necessary with staff to ensure data is importing correctly, user needs are met, and communication campaigns are functioning as expected.
  • Collaborates as necessary with individuals from the enrollment management offices and college departments to gage communication needs and to ensure that the university's goals are continually met.
  • Tracks and assesses communication plan activities to provide departments an overview of the performance and success of a campaign; determines next steps after a campaign to best assist students in achieving success and enrollment goals.
  • Serves as a liaison for the department, building strong relationships with constituents that allow for continued progress and the development of robust communication plans.

Marginal Duties

  • Performs all other duties as assigned.

Supervisory Responsibilities

Direct Reports:

  • Full Time Employees

Delegation of Work:

  • Regularly assigns work to subordinate(s)

Supervision Given:

  • Has primary responsibility for conducting performance evaluations and making recommendations for hiring and dismissing employees.

Qualifications

Required Education:

  • Bachelor's degree in Communications, Higher Education, English, or a related field

Required Experience:

  • Minimum of five (5) years of related job experience

License/Certification:

  • None required

Preferred Qualifications

  • Master's Degree in Communications, Higher Education, English, or a related field

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of higher education processes, trends, and best practices.

Skills:

  • Good technical skills, including proficiency in MS Office;
  • Strong analytical and problem solving skills;
  • Excellent interpersonal and communication skills;
  • Good problem solving and multitasking skills.

Abilities:

  • Ability to lead and manage a team;
  • Ability to think quickly and strategically troubleshoot issues as they arise;
  • Ability to manage multiple projects and assignments simultaneously;
  • Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.

Work Location and Physical Demands

Primary Work Location:

  • Works in an office environment.

Physical Demands:

  • Work is normally performed in a typical, comfortable interior work environment which does not subject the employee to any unpleasant elements; individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks. May, on rare occasions, require working in inclement weather conditions or in a confined space. Must have the ability to move items of up to 15lbs.

Position Specific Competencies

Commitment to Excellence - UHD

  • Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
  • Continuously strives to improve work performance.
  • Accepts responsibility for his/her commitments to the university.
  • Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

  • Treats others with courtesy, respect, and dignity in the workplace.
  • Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

  • Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
  • Accepts responsibility for his/her actions.
  • Respects and complies with department and university policies, procedures, and work rules.

Dependability

  • Takes responsibility to accomplish job assignments within reasonable deadlines.
  • Willing to accept new projects and/or commitments.
  • Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
  • Arrives to work on time prepared and ready to contribute.

Flexibility

  • Willingly adjusts to changing work assignments or conditions.
  • Open to changes in operational procedures, technology, and/or organizational structure.
  • Views changes as opportunities for learning and professional development.
  • Displays a positive attitude to encourage others.
  • Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Proficiency

  • Possesses required job skills and knowledge.
  • Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Focus on Customer Service

  • Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
  • Respectfully ascertains customer's needs and determines appropriate response.
  • Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
  • If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
  • Follows up with customers on outstanding requests in a timely manner.
  • Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Operations Management

  • Manages department or section operations consistent with department/section goals and objectives.
  • Administers the department/section budget ensuring effective utilization of financial resources and appropriate disbursement of funds.
  • Fosters a cooperative and productive work environment through motivation, encouragement, and mentorship of staff.
  • Ensures department/section compliance with university and department policies, procedures, and work rules.
  • Keeps management apprised of department/section activities and issues requiring senior management input.

Supervision

  • Supervises the work of staff employees.
  • Sets clear goals and expectations within reasonable timeframes.
  • Motivates staff through constructive feedback, challenging assignments, and recognition of achievements.
  • Provides mentorship and guidance by sharing expertise and best practices.
  • Supports staff by providing essential resources, professional development opportunities, and open communication.
  • Promptly addresses performance issues with appropriate measures and discretion.

Functional Expertise

  • Possesses comprehensive knowledge and skills in one or more functional areas.
  • Effectively applies expertise to identify user issues with existing systems and coordinate resolution with technical staff.
  • Understands business processes to successfully integrate them with existing and new systems.
  • Competent to coordinate requests for system modifications with technical staff.
  • Willing to share expertise and provide functional assistance to others.

Writing Proficiency

  • Demonstrates the ability to express information clearly and concisely in writing.
  • Formulates and writes information to effectively communicate messages, ideas, and/or concepts for the intended recipient or audience.
  • Uses appropriate words and tone, and correct grammar.

This job description may not encompass all duties and responsibilities associated with the position.

Last updated 4/27/2022 6:10 AM