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Lead Analyst for Student Engagement
2 months ago
About UMass Amherst
UMass Amherst stands as the flagship institution of the Commonwealth, recognized nationally as a premier public research university. It offers a comprehensive array of undergraduate, graduate, and professional degrees. Nestled within nearly 1,450 acres in the picturesque Pioneer Valley of Western Massachusetts, the University provides a vibrant cultural atmosphere in a serene setting, conveniently located near major urban centers. Additionally, UMass Amherst is part of the Five Colleges consortium, which enhances the intellectual vitality of the region.
Position Overview
The Lead Analyst for Student Engagement will collaborate with program directors and staff, taking charge of managing qualified leads for the Elaine Marieb College of Nursing (EMCON) academic offerings. This role encompasses graduate, undergraduate, and certificate programs. The analyst will spearhead communication initiatives directed at prospective students contemplating EMCON academic pathways. Responsibilities include monitoring and analyzing data from the departmental customer relationship management (CRM) system, qualifying leads, and coordinating with relevant resources to engage prospective students effectively.
Key Responsibilities
- Prospective Student Engagement: Actively engages with qualified leads and addresses inquiries from potential students through personalized communication channels. Converts leads into promising applications by delivering accurate information regarding EMCON program offerings and admissions processes.
- Data Analysis: Monitors and evaluates data from the CRM system utilized by the college to track the complete lifecycle of qualified leads—from prospect to applicant to enrolled student. Participates in decision-making processes related to the CRM system, including implementation and data migration. Analyzes data to identify key trends and recommends effective communication strategies and resource allocation.
- Marketing and Communication Initiatives: Contributes to the overall success of EMCON programs by offering solutions related to team coordination and workflow procedures. This includes assisting in the review of communication plans for prospective students, scheduling recruitment events, and developing management resources. Continuously seeks innovative methods to leverage the CRM tool to enhance prospective student services and communications.
- Recruitment Activities: Engages in recruitment efforts conducted by EMCON and the university's marketing and communications department, highlighting program benefits and success outcomes to prospective students. Participates in career fairs and virtual information sessions, addressing audience inquiries and supporting presenters in managing participant interactions.
Additional Responsibilities
- Collaborates effectively with other campus stakeholders to fulfill the mission of EMCON.
- Performs additional duties as assigned to meet departmental and university objectives.
- Maintains awareness of responsibilities related to compliance requirements.
- Demonstrates a commitment to student engagement and success.
- Upholds standards of integrity and professionalism in the workplace.
- Contributes to fostering an inclusive environment that supports diversity.
- Handles sensitive information with discretion and confidentiality.
Qualifications
- High school diploma with a minimum of 3 years of experience in telemarketing, sales, or customer service.
- An associate degree may substitute for 2 years of experience.
- Excellent oral, written, and listening skills.
- Strong commitment to delivering exceptional customer service and a positive student experience.
- Proficient organizational and planning abilities, capable of managing multiple tasks and projects simultaneously.
- Ability to influence diverse stakeholders, including prospective and current students, faculty, and staff.
- Technical proficiency with CRM software and other relevant technologies.
Work Environment
- Typical office setting.
Additional Information
This position may require occasional evening and weekend work.
Application Instructions
Applicants are encouraged to submit a resume along with their application. References will be verified during the finalist stage.
UMass Amherst is dedicated to a policy of equal opportunity and affirmative action, ensuring a diverse and inclusive environment for all individuals.
