CRM Manager

Date: 26 Dec 2024

Location:

Miami, US

Job ID: 3973

School: Regional Office (Americas)

Company: Nord Anglia Education

Nord Anglia Education is the world's leading premium international schools organization. Our over 80 international schools are located in the Americas, Europe, China, South East Asia and the Middle East. Together, they educate more than 80,000 students from kindergarten through to the end of secondary education.

Although each Nord Anglia Education is unique in character and tailored to meet the needs of their specific location, all our over 14.000 employees around the world engaged in the common vision and mission.

• Our vision to shape a generation of creative and resilient global citizens that will change our world for the better.
• Our mission is to be the most forward-thinking, technology-enabled educators in the world, using our global reach and world-class teachers to create a learning experience like no other.
  
  

Most of the Nord Anglia schools benefit from our performing arts collaboration with The Juilliard School as well as our Global Campus, which offers unique global experiences for students at every age. Many of our schools will also benefit from our new approach to teaching STEAM subjects (science, technology, engineering, arts and math) through our collaboration with the Massachusetts Institute of Technology (MIT). Our goal as the leading international schools organization is to provide an education so that students can succeed academically, socially and personally.

Our schools educate students from preschool to the end of secondary education. Curricula taught in our schools include the English National Curriculum, International Baccalaureate, American Curriculum, Swiss Curriculum, French Curriculum and Shanghai National Curriculum.

Job Description

Job Purpose: Reporting directly to our Regional Director of Admissions & Marketing (RDAM) and working collaboratively with the global Admissions and CRM product team, as well as local (school) admissions/sales colleagues – you’ll drive forward and bring to life our admissions and CRM vision across our family of schools.

At Nord Anglia, everything we do in the Marketing, Admissions and Communications (MAC) department is guided by our Family Experience Journey. This is our blueprint for our MAC operations, and is enabled by Salesforce, our CRM technology partner. Providing our families the very best marketing and admissions experience ensures that their enrolment journey with us is as strong as the educational journey their children will take in our schools.

You’ll be the region’s first point of contact for Salesforce (CRM) support, and you’ll take pride in ensuring that your school admissions teams are utilizing the system its fullest potential – driving maximum return. You’ll be an extension of the global Admissions & CRM Product teams, ensuring that your regional requirements are catered for, managing go-lives, training, user adoption, data integrity and inputting to the wider development roadmap.

As an expert in business to system processes for Salesforce, with an admissions/sales and ‘customer first’ mentality, you’ll ensure a holistic and personalized experience for our families, regardless of touchpoint or channel they interact with us in. You’ll be relentless in your pursuit for a golden view of customer data and will use your data and analytics skills to raise the bar in terms of dashboards and reporting.

It’s a critical role in the region, to build upon a solid foundation, ensuring that our admissions teams are fully enabled to deliver our growth objectives.

Planning

Manage a year-round calendar of admissions & CRM training provision, product updates and rollouts

• Manage the Salesforce roll-out plan (new & existing schools) for your region, ensuring that all stakeholders are engaged and informed throughout
• Create an admissions / CRM training and support plan for your region to ensure user adoption and admissions best practices are adhered to
• Advise how Salesforce CRM can best enable our family experience vision in region
• Support the implementation of marketing automation, to enable an even richer experience for our families and ensure improved efficiencies at school level
• Manage reporting of Re-enrolment across region, leveraging bi-directional (CRM / iSams) where available, CRM and or schools’ own systems, to deliver total region view of re-enrolment status
• Gather requirements from across the region to feed into the global product back-log
• Input into the wider training & user adoption plan at Regional and Global level
• Network into other Regions to ensure best practice is shared and leveraged to drive a consistent NAE approach
  
  

Driving Performance

Your admissions/sales mind-set with a laser focus on driving performance will help to train, support and guide admissions teams across the region

• Unlock the capability of Salesforce dashboards and reporting, helping colleagues from across your region to get the most from CRM data and insights
• Supply weekly admissions performance reports to RDAM, to help drive performance in people, process and product (CRM)
• Be an active member of the global CRM team, to help product enhancements & optimisation strategies to improve conversion rates
• Track, monitor and advise on admissions team performance throughout the NAE Family Experience Journey, across the region
• Work with the Marketing team to unlock Salesforce capability to drive further campaign performance – with a 360 view of our customers/families
• Ensure that Salesforce is delivering the intended ROI, through constant pipeline conversion rate analysis
• Chase the Golden View of customer data, ensuring data integrity measures are in place and being executed effectively across the organisation
• Engage with key stakeholders and CRM users in the region to provide customer service and gather regular feedback on their usage of CRM
• Ensure regular maintenance and data cleansing of the CRM database to ensure efficiency and elimination of waste
• Prepare and deliver admissions/CRM training on new feature releases or refresher training for new joiners at schools
• Work with regional and central admissions colleagues to deliver (NAE best practice) admissions signatures training
  
  

Execution

Manage the regional roll out and product development plan through to execution

• Deliver to the agreed roll-out schedule
• Work with schools to clean data ahead of data migrations pre-launch
• Work with schools to run User Acceptance Testing sessions prior to launch
• Work with central product team to best mange external development vendors
• Work with regional IT to ensure that all product development is in-line with IT systems architecture and SOPs
• Support central Business Analysis teams to gather insights or document AS-IS and TO-BE processes from the schools and stakeholders in the region
• Provide insight to inform future development of CRM solution to central team
  
  

Building Reputation

Build the reputation and credibility of CRM and it’s benefits to admissions and marketing, across your region

• Coach and train MAC members, regional teams and schools on using CRM and marketing automation to better achieve their functional objectives in line with NAE best practice
• Contribute regularly to team discussions about MAC projects and initiatives
• Act as a role-model within the company, providing timely appreciative and constructive feedback to peers and other key stakeholders
• Contribute to the wider business through sharing and application of CRM and sales/admissions best practice
• Help to build a vibrant admissions community in your region, encouraging sharing of best practice, building a performance mind-set
  
  

Required Skills/Abilities

Personal Specifications

• Bachelor’s Degree or higher, preferable
• 4 years’ experience in sales and/or customer focused roles
• 3 years’ hands on Salesforce Sales Cloud (super user) experience
• 2 years’ training delivery experience
• Marketing automation experience preferable
• Experience of working within large-scale, global/regional CRM projects
• Knowledge of CRM best practice across industries
• Change management experience in multi-functional systems integration roles
• First class program management skills, time management and prioritisation
• Experience working in cross-functional organisation matrix management
• Fluent with data and analysis
• Excellent influencing and communication skills
• Strong proficiency with Microsoft Word, PowerPoint and Excel for producing project reports and presentations
• Results orientated with the ability to consistently map efforts against identified KPIs and ROI
• English and Spanish Fluency
  
  

Personal Attributes

As Our Team-mate, Here’s What We Expect

• You love being part of a team – it’s what gets you up in the morning
• You’re commercial – you’ll love using your ideas to help us grow even faster
• You run it like you own it – always driving for results and building great relationships across Nord Anglia
• You get the job done – every time and always to the deadline, and it’s always excellent
• You’re entrepreneurial – you’re agile and always finding opportunities to do things differently and better
• You’re resilient – you’ll speak up and speak the truth as a trusted advisor
• You’re humble – you’ll know what you’re great at, and where you’re not quite so strong
• You’re a listener – so you really understand what’s being said
• You’re calm under pressure – you’ll keep cool when the going gets tough and know when to slow down your thinking
  
  

At Nord Anglia Education we are committed to providing a world class, safe, happy environment in which children and young people can thrive and learn. We are committed to safeguarding and promoting the welfare of all our pupils where we embrace all race, abilities, religions, genders, and cultures.

All post holders in regulated activity (having regular unsupervised contact with children) are subject to appropriate national and international vetting procedures including satisfactory criminal record checks from both your country of residence/birth and any country of residence within the last 10 years.

We welcome applications from suitable qualified persons from all diverse backgrounds. Please note, only shortlisted candidates will be contacted.