CRM Analyst

**Date**:May 31, 2023

**Location**: Waterloo, CA

**Company**:Wilfrid Laurier University

**Department**: Enrolment Services

**Job Type**: Continuing

**Full-time/Part-time**: Full Time (>=1249 hrs/year)

**Campus**: Waterloo

**Reports to**:Associate Registrar, Recruitment & Admissions

**Employee Group**: WLUSA

**Application Deadline**:June 6 2023

**Requisition ID**:5701

Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.

Laurier has more than 19,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.

**Position Summary**

At Laurier, we are a community. It’s what brings our students here and what keeps our people here. As an educational institution, we inspire lives of leadership and purpose in our student community. As an employer, we seek, foster and value the same qualities of leadership and purpose in our employee community.

Reporting to the Associate Registrar, Recruitment and Admissions (R&A), the Customer Relationship Management (CRM) Analyst works to ensure the successful coordination of key stakeholders and vendors for the continuous improvement and maintenance of Recruitment and Admissions’ Salesforce (TargetX) CRM. This software marks a transformational shift in operations. The incumbent will lead the continuous improvement of our next generation software tool, which will significantly impact the approach and execution in both Recruitment of prospective undergraduate students and the admissions adjudication of applicants. This position will lead change management within R&A and in other areas of the university that will be impacted including ICT, Student Finance, Student Records, and External Relations. As a member of the R&A team, the incumbent will lead and implement strategic planning and policy development as it relates to CRM to advance the position of Wilfrid Laurier University in the competitive Ontario landscape, nationally and in key international markets. The incumbent will also direct the day-to-day operations of the CRM ensuring future growth of CRM, expectation management, coordination of resources for maximum results, strong communications among stakeholders within the project and across campus.

Working with members of the ICT and Continuous Improvement Teams, the CRM Analyst plays a key role in planning and advancing the solution through conducting business process analysis. This includes analyzing current state business processes used by R&A operations and determining changes to existing procedures and policies to maximize the efficiency of the CRM.

This position has a university-wide mandate and is based at the Waterloo Campus. The incumbent provides leadership in a multi-campus environment, requiring regular interaction, communication and collaboration with staff and stakeholders at the Waterloo Campus, Brantford Campus and external partners. The CRM Analyst will ensure the unit’s policies, programs and services are delivered equitably across all campuses and reflect the needs of local stakeholders. Our goal is to ensure transparency, innovation and accountability in service delivery and support.

The position is responsible for bridging CRM system capabilities with needs of R&A operations, university academic faculties and administrative department needs. In addition, this role will also act as support to leadership, marketing, university faculties and administrative departments with metrics, reports and dashboards.

This role is a key player and liaising, maintaining and improving business process best practices, acting as an internal champion for CRM, identifying, recommending, and implementing continuous improvements to build-out company performance. This role will support the University's enrolment growth strategy to ensure the analytics and system functionality meets requirements for marketing, recruitment, academic faculties, University administrative departments and University lead