Student Experience | CRM Operations Manager at Valenture Institute

Description

Valenture Institute has a BHAG to become the most impactful school partner on the planet by 2028 through educating 100,000 students. We believe that the student experience will be the differentiator as we seek to create Raving Fans, resulting in high NPS and high retention rates. The Student Experience Division includes our Mentorship and Support Coaching function, Teaching and Learning, Student and Parent Engagement as well as Pastoral Care and Counselling. These functions collectively constitute the student experience.

Summary:

The Student Experience CRM Manager role is focused on the customer relationship post acquisition. The CRM Manager will work within the Student Experience Division to set up, manage and enhance the student and guardian experience from payment to graduation. The incumbent will work closely with the Student Experience Division (Faculty and Success teams) and the Systems and Technology teams to ensure that the Valenture Institute’s tech stack meets the functional needs of internal and external users (students, guardians and staff). The tech stack includes Canvas, Moodle, HappyFox, Onestream, Salesforce, the Valenture Campus GSuite, Zoom and the various educational applications in use. Day-to-day responsibilities include, but are not limited to:

Set up, manage, maintain and enhance Student Experience Tech Stack

• Customer Journey Mapping analyzing student and guardian touch points within the organization

• Review and select CRM software that meets our company’s needs

• Manage key vendor relationships, in formulating strategies and strategy execution, as well as the testing of all SMS, emails, among other multi-channel communications.

• Manage and assist in the development and roll-out of CRM related initiatives, including; deliverables, resourcing, capacity, schedules and communications.

• Oversee and coordinate the implementation of new CRM management tools inclusive of email service provider integration, frontend integration, and CRM integration with the internal S&T department

• Communicating and gathering requirements from various stakeholders on the operational needs of Student Experience, and how the various technologies can be enhanced to support these needs

• Setting standards and governing the use of our CRM’s by its various users.

• Seeking to optimise the tech cost per student over time, while delivering the highest quality user experience for Valenture students.

• Designing, creating and maintaining system protocols by writing and updating department and division procedures relating to Valenture’s learning technologies.

• Train the various users of the learning technology systems on key features required to perform their roles and ensure that support resources remain up to date.

Automated communication

• Collaborate with the Communication Manager to develop and execute an automated communication strategy

• Execute direct communications with customers through the CRM and/or LMS; be a champion of personalization.

Reporting

• Set up, create and maintain Student Experience reporting on our Student Information System, CRM, telephony and ticketing systems

• Work with the data team to inform rand define reporting and data requirements for the Student Experience Division

Explore new opportunities for student and guardian engagement

• Suggest new methods to address students and guardians’ needs

• Stay current in the field of customer service and constantly seek to improve the overall experience for students, embodying our approach of creating “raving fans”

• Share new and emerging CRM best practices in order to give the business a competitive edge over competition in student experience and retention

• Maintain a strong knowledge and understanding of the current and emerging Customer Support and edTech strategies, trends, and techniques that consistently give the business a lead in student experience

• Collaborating with marketing to develop learner personas and key messages to attract new leads

Requirements

• Experience working cross-functionally with other technical and non-technical teams

• Extensive knowledge of CRM systems, data structures, reporting and use.

• Strategic skills to develop long-term visions and the ability to translate them into actionable roadmaps that are broadly accepted.

• Proven project management skills.

• Ability to forge strong relationships with virtual teams.

• Ability to work to aggressive deadlines, manage constraints and coordinate multiple complex projects and initiatives at one time.

• Ability to plan and manage systems implementations and upgrades

• Ability to demonstrate personal accountability when striving for results, whilst consistently role-modelling core behaviours of collaboration and customer-centred decision making

• Ability to assess and challenge risky or unsafe actions, or poor behaviours of others

• Experience working with CRM systems and customer facing teams is preferable

• Passionate about customer experience

Personal Skills & Attributes:

• Exceptional collaborator

• Meticulous attention to detail and accuracy

• Ability to communicate effectively with internal and external stakeholders

• Strong written, verbal, and visual communication skills

• Ability to learn quickly and to work in a team environment

• Good presentation skills

• Proactive, self-motivated, and able to prioritise work appropriately

• Demonstrated ability and flexibility to work in a fast-paced environment, open to change and company growth

• Approach challenges as a pathway towards personal growth

• Professional approach to time, costs and deadlines

Benefits

Family member discount for Valenture Institute

Remote work

Voluntary savings Programme

Please note that if you do not hear from us within 3 weeks, your application is considered unsuccessful at this time.

Valenture Institute is an equal opportunity employer. Appointments will be in accordance to our Employment Equity Plan.