University of Massachusetts Boston
The Program Coordinator will lead the Customer Relations Management (CRM) implementation and utilization for the Gerontology Department at the John W. McCormack School of Policy and Global Studies to enhance student recruitment, enrollment, and retention efforts by applying these tools to increase outreach for the Gerontology Department and leveraging these tools to enhance program management. The incumbent will create and manage the CRM model for managing the interactions with prospective students and the Program Directors and staff of the Department; and will provide administrative support to all educational programs within the Gerontology Department, working with the Chair, program directors, faculty, and other staff. The incumbent will work with the McCormack Dean’s Office Assistant and Associate Deans and academic support managers, as well as liaise with Marketing and Engagement in maintaining and adjusting the CRM system to meet recruitment, marketing, and student retention needs of the Department and to manage the CRM database.
Examples of Duties:
- Serve as department-level administrator for Customer Relations Management (CRM) and other marketing tools; maintain distribution lists and send out correspondence for email program marketing campaigns and enter data into the CRM tool (e.g., salesforce); provide recruitment reports to program directors;
- Manage data imports and exports to and from the CRM; develop and implement messaging strategies to prospective students and other stakeholders;
- Produce reports to monitor recruitment campaigns and other marketing efforts;
- Manage all aspects of Gerontology’s social media pages including developing and posting content for Facebook, Twitter, Instagram, and LinkedIn and other platforms;
- Manage all aspects of the Gerontology’s digital marketing campaigns through social media and paid online advertising, including research potential advertising venues, creating budgets and executing placement of ads; manage vendor relationships and analyze effectiveness of advertising efforts, suggesting appropriate adjustments as needed. Coordinate with design, content production, administration, and oversight with other staff;
- Develop webinars and other video content that can be used for marketing, recruitment, and training purposes;
- Redesign the Gerontology Department website, and generate and upload content;
- Identify, write and distribute stories that personify the undergraduate and graduate program student experience by soliciting student and alumni testimonials to tell the UMass Boston Gerontology story;
- Foster positive interactions and cultivate strong relationships with external service providers and vendors; serve as liaison between the Department and other colleges and schools to promote and maintain online educational programs;
- Assist students and faculty with information regarding advising issues, including course registration and degree requirement questions, appropriate referrals and procedures, and troubleshooting advising concerns; and other duties as assigned;
- Serve as point of contact for prospective students providing support throughout all stages of the admissions cycle;
- Work with graduate assistants and other student employees to help achieve recruitment and retention goals;
- Participate in the development of recruitment materials (e.g., brochures; newsletters, presentations); design marketing materials and plan tradeshows (e.g., professional conferences, Academic Fairs);
- Represent the department at recruitment events, both on and off campus, and at professional conferences, to meet with and potentially recruit students into the programs offered through the Department;
- Manage alumni contact information for programs in the Department; update internal lists for alumni job placements and identify and communicate job opportunities to alumni; coordinate alumni events;
- Maintain internship databases and documentation of internship guidelines for Department programs; coordinate paperwork related to internships and credit transfers; serve as point of contact for all external organizations participating in internship program and provide regular updates and communication, as needed; liaise with Career Services and other on-campus departments;
- Serve as departmental point person in responding to inquiries from potential, as well as current students, alumni/ae and constituents regarding the Gerontology Department; assist new and continuing students with information and other needs; assist program directors with orientation for new students;
- Responsible for the coordination of the matriculation process for Gerontology Department undergraduate program and Management of Aging Services program; process related paperwork and act as point person with campus admissions offices on matters related to undergraduate and graduate admissions;
- Provide administrative and financial support functions for the Gerontology Department; serve as backup time-keeper and ePAF initiator; help facilitate and track faculty professional development spending under the direction of the Director of Finance, Grants, and Operations; generate requisitions in BuyWays for faculty purchase requests; serve as backup Department One Card holder; coordinate food orders for Department business meetings; prepare business and travel expense reports for faculty and graduate students; request honoraria for special guests.
- Assist with the coordination of departmental and/or work unit conferences, meetings, interviews and appointments, special events or similar activities; order food, supplies and other necessary materials and equipment;
- Provide routine information and coordinate efforts with staff and other internal and external departments to exchange information, resolve problems and/or facilitate progress of department programs, functions and activities; provide administrative support to the Gerontology Institute, as requested;
- Greet and direct visitors; receive and direct internal and external phone and e-mail inquiries; provide direct administrative support to department faculty.
- Maintain mail room and department copier; Monitor telecommunication reports; Handle facilities requests.
- Perform other duties, as assigned.
Bachelor’s Degree and a minimum of three-five (3-5) years of experience in program marketing and student recruitment, preferably in higher education, is required. Professional experience using social media and website content management systems required.
- Knowledge of CRM systems used in higher education for recruitment, enrollment and retention;
- Ability to write concisely, express thoughts clearly and develop ideas in a logical sequence;
- Ability to communicate effectively both orally and in writing;
- Ability to give written and oral instructions in a precise, understandable manner;
- Ability to maintain accurate records;
- Ability to establish and maintain harmonious working relationships with others and to deal tactfully with others;
- Ability to exercise discretion in handling confidential information;
- Ability to multi-task and prioritize tasks while respecting deadlines;
- Strong oral and written communication skills;
- Strong interpersonal and organizational skills;
- Strong customer service orientation.
Please apply online with your resume, cover letter and list of three professional references.
Review of candidates will begin following the application closing date.
Only Internal candidates in the Professional Staff Bargaining Unit will be considered during the first 10 business days of the posting. All other candidates will be considered after that period.
Salary Ranges for the appropriate Pay Grade can be found at the following link:
This is an exempt union position.
All official salary offers must be approved by Human Resources.
UMass Boston requires all employees to be vaccinated against COVID-19 and to confirm proof of their vaccination status. Exemptions from the vaccine requirement will be permitted only for qualifying religious or medical reasons.