The CRM Constituent Experience Leader will be tasked with helping evolve our usage of Salesforce Marketing Cloud (SFMC) through advanced constituent journey mapping and execution. This role use Salesforce Marketing Cloud Email Studio, Mobile Studio, Journey Builder, and Automation Studio to build single-channel communications and automated campaign series, primarily utilizing email but also SMS, mobile push notifications, and paid digital. Will have one or more direct reports, consisting of CRM Marketing Consultants and/or Specialists who work closely with partners around the university to build journeys in Salesforce Marketing Cloud.
Work closely with partners in admissions, schools, and departments to understand constituent journeys and develop solutions to drive desired business outcomes. Lead journey mapping workshops to help partners deepen our understanding of our constituencies' journeys and to identify opportunities to interact with constituents more effectively through the creation of digital communications and journeys. Create, document, and manage journey maps across the entire constituent lifecycle - from prospective students to alumni as well as employee and external constituents. Help lead efforts towards building an integrated constituent journey across online and offline channels.
Bachelor's degree in Business Administration, Marketing, Computer Science, Informatics or a similar discipline and five years of experience in journey mapping, marketing automation, email marketing, digital marketing, lifecycle marketing, mobile marketing, database marketing, and/or user experience (UX).
Combinations of education and related experience may be considered.
Ability to work in a matrixed organization. Experience with marketing technology platforms (Salesforce Marketing Cloud, Adobe Experience Cloud, Oracle Marketing Cloud or others). Understanding of how content is stored and used in content management systems (CMS). Understanding of how various marketing technology platforms work and connect to one another. Ability to work with and provide requirements to IT development and other technical teams. Skilled in lifecycle marketing and customer experience mapping. Understanding of Salesforce Service Cloud as well as SFMC and understanding of how we manage data and constituent interactions in each platform. Ability to lead / manage others, including ability to build effective teams. Demonstrated problem solving skills. Excellent collaboration and team building skills. Possess strong product knowledge. Possess strong technical aptitude.
Master's degree in Business Administration, Marketing, Computer Science, or a similar discipline. One year of Management experience. Comfortable working within a matrix organization with discrete brand teams and shared resource teams.
Candidate should be available to work on-site when needed, but virtual work will be encouraged whenever appropriate, per recommendations by Indiana University.
Salary Plan: PAE
Salary Grade: 4IT
Job Function: Information Technology
This posting is scheduled to close at 11:59pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.
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Equal Employment Opportunity
Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment without regard to age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information .
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Founded in 1820, Indiana University is the state’s public university system, comprised of two core campuses—IU-Bloomington and IUPUI—and six regional campuses located throughout the state. Combined, the total student population is more than 114,000 undergraduate, graduate and professional school students. IU is one of the largest employers in the state, with over 20,000 faculty and staff. Indiana University is an equal employment and affirmative action employer and a provider of ADA services. Diversity and inclusion remains a core commitment to IU’s mission to cultivate an educational environment that supports equal access, participation and representation on all of its campuses and that provides educational and career opportunities for all.