Under the guidance of the Senior Director of Enterprise CRM, the Manager leads the operational support and implementation of the University's Enterprise CRM Solutions. This leader ensures that Salesforce solutions effectively support Admissions, Recruitment, Advancement, Outreach, and Marketing by managing project assignments, coordinating technical and operational staff, and aligning technology with business strategies across diverse schools and units.

Duties

• LEADERSHIP AND ADMINISTRATION: Provides strong leadership to the Enterprise CRM analyst team. Directly manages the IT CRM Business Analyst (Ladder 1) and IT CRM Senior Business Analyst (Ladder 2). Sets departmental goals and objectives, aligns teams with the strategic goals of the University, and delegates tasks with appropriate mentorship. Empowers staff to take ownership of duties, work collaboratively, and provide excellent customer service while holding teams and external vendors accountable for following procedures. Reviews and submits regular paperwork and processes, such as status reports, bi-weekly or monthly timesheets, assessments for mid-year and annual reviews, and other routine IT and University practices.
• PROJECT MANAGEMENT: Leads and manages for the CRM department. Represents CRM on University-wide project teams and committees, including IT's project management task force(s). Ensures project team assignments are prioritized and completed on schedule. Creates and maintains projects in project management tool(s). Identifies and implements process improvements within project management and collaboration tools. Facilitates data validation and user acceptance testing. Investigates, resolves, and escalates problems. Seeks technical assistance and delegates tasks accordingly for problem resolution. Communicates regularly and proactively with the user community. Provides timely project status updates to the Sr. Director and stakeholders or project owners. Analyzes metrics to ensure customer satisfaction.
• ADVANCED APPLICATION AND SYSTEMS ANALYSIS: Oversees collection, analysis, and documentation of a client's business requirements. Makes recommendations for process improvements. Manages liaison relationships with business partners in order to provide technical solutions to meet user needs. Leads assessment of client needs utilizing a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying business priorities. Develops, writes, and communicates requirements for the implementation of business solutions. Coordinates planning sessions with clients to implement process improvement.
• TRAINING AND SUPPORT: Supports University CRM system including tools supporting the CRM operations including but limited to the following tools: Deduplication, Tool, Form Creation. Develops user training. Coordinates and conducts training for new users and group sessions. Plans and creates training-related content (videos, website, documentation). Employs technical solutions for research, assessment, and validation. Seeks out technical solutions, efficiencies, and enhancements for CRM systems and end user needs.
• COMMUNICATION AND RELATIONSHIPS: Represents Pepperdine and IT in a professional manner when collaborating with internal and external stakeholders. Develops and maintains strong partnerships with campus personnel and departments, as well as with external vendors and service providers, to assure current and future operational success. Acts as liaison between CRM team and University partners. Navigates various cultures and personalities within the University effectively, building a positive reputation for the CRM team and projects.
• COLLABORATION: Provides backup support and assistance to other team members. Collaborates with co-workers and University colleagues on departmental, division-wide, and institutional projects. Shares process information and makes informal recommendations on how to improve processes and overall job execution within the team/department.
• PROFESSIONAL DEVELOPMENT: Attends training sessions, vendor presentations, user group meetings, conferences, and seminars. Engages regularly in individual professional development related activities to remain current with industry technology trends and work processes.
• COMMITTEES AND BEYOND JOB DUTIES: Volunteers to undertake tasks that stretch the employee's capabilities. Serves on various committees within the Information Technology division. Participates in external University committees. Performs other related duties as assigned.
• UNIVERSITY MISSION: Understands and supports the Christian mission of the University. Upholds the University mission through team, location, atmosphere, and work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Skills and Qualifications

Required:

• Bachelor’s degree in a related field, specialized training, or equivalent work experience.
• Five (5) or more years of relevant technical and business work experience.
• Three (3) or more years of higher education experience.
• Salesforce Admin I Certified.
• Advanced written and communication skills.
• Intermediate presentation/training skills.
• Expert level experience with Excel.

Preferred:

• Three (3) or more years of experience with higher education CRM, such as Salesforce.
• Five (5) or more years of higher education experience.
• Knowledge of Salesforce and Data Analysis.
• Experience with ETL Tools: Informatica, Zapier.
• Experience with Forms: FormAssembly.
• Experience with Salesforce related tools for Deduplication Processing and Data BackUps.

This is a Regular, Exempt, 40 hour per week position.

Expected Pay Range: $82,950 - $95,000 per year 

The above pay range reflects what Pepperdine University reasonably expects to pay for this position at time of posting. Actual compensation may vary based on relevant factors such as work experience, market conditions, education/training, and skill level. In addition to base pay, Pepperdine offers a robust and highly competitive benefits package.

Pepperdine is an Equal Employment Opportunity employer and does not unlawfully discriminate on the basis of any status or condition protected by applicable federal, state, or local law. Pepperdine is committed to providing a work environment free from all forms of unlawful discrimination and harassment. Engaging in unlawful discrimination or harassment will result in appropriate disciplinary action, up to and including dismissal from the University.

Pepperdine is religiously affiliated with the Churches of Christ. It is the purpose of Pepperdine to pursue the very highest employment and academic standards within a context that celebrates and extends the spiritual and ethical ideals of the Christian faith. While students, faculty, and staff represent many religious backgrounds, Pepperdine is permitted under applicable law and reserves the right to seek, hire, and promote persons who support the goals and mission of the institution, including the right to prefer co-religionists who support Pepperdine's Christian mission.

Qualified individuals should be able to show respect for workplace differences, and have the ability to work effectively with individuals from different backgrounds.

Offers of employment are contingent upon successful completion of a criminal, education, and employment screening. The University conducts such screenings in compliance with applicable laws and with the objectives of evaluating risk and supporting a safe environment for students, faculty, staff, and guests; safeguarding key University assets including people, property, information, and the University’s reputation; and providing comprehensive job-related information to University leaders to enable them to make prudent hiring decisions. Individuals will be required to disclose any criminal convictions on a designated form after receiving a conditional offer of employment; failure to disclose accurate information may result in withdrawal of the offer or termination of employment. Qualified individuals with criminal histories will be considered for employment in compliance with applicable laws, including the Los Angeles County Fair Chance Ordinance.