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Customer Relationship Management (CRM) Specialist, Student and Enrolment Services

Job ID: 29950

Updated: September 18, 2023

Location: Main Campus

We would like to take this opportunity to acknowledge the traditional territories of the people of the Treaty 7 region in Southern Alberta. The City of Calgary is also home to Métis Nation of Alberta, Region III.

Position Overview

Student and Enrolment Services is currently seeking a Full-time Limited Term Customer Relationship Management (CRM) Specialist for approximately 18 months.

Reporting to the Associate Registrar, Admissions and Recruitment, this position provides expertise as well as functional and technical support for the implementation and oversight of an applicant/student focused institutional Customer Relationship Management (CRM) tool supporting recruitment and admissions for undergraduate and graduate programs.

The primary purpose of this position is to apply knowledge and expertise of student CRM software and recruitment/admissions processes to play a lead role in the implementation, configuration, utilization, and ongoing administration and maintenance of UCalgary's institutional applicant/student CRM tool. The Specialist will collaborate with users to develop and champion use of CRM best practices and to ensure successful use of the CRM across UCalgary units in support of strategic enrolment goals for both undergraduate and graduate students. This position gathers and analyzes business needs and processes and works with all CRM partner(s) to recommend and implement system enhancements as well as troubleshoot issues.

The Specialist plays a lead role in process development, documentation, and training as well as integration of the CRM software with other systems, such as Peoplesoft and Outlook. This position is responsible for monitoring and upholding the performance standard of the CRM software as it is used to support campus activities, acts as a resource person to partners and ensures quality and efficient delivery of service. This position will work with stakeholders to create and lead a community of practice as well as participate in planning and continuous improvement to meet strategic goals and stakeholder needs.

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

Implement and Maintain Business Solutions and Processes while prioritizing Stakeholder Experience

  • Implement and Maintain CRM architecture and security.
  • Act as the master database administrator for setting up accounts and provisioning access.
  • Work with consultants to gather, analyze, and lead the operationalization of business requirements for the initial implementation.
  • Consult with core user groups on optimal configuration of CRM functionality, including:
    • Database records and customized fields
    • Set up for campaigns, events and other recruitment and admissions related activities
    • Set up for communications, including emails, letters, phone calls, appointment bookings
  • Lead the testing of CRM system implementation and maintenance.
  • Ensure system stability and usability.
  • Review implemented solutions; ensuring changes have been made correctly and respond to the needs of the organization to optimize the performance of the system. Ensure that changes improve the user and student experience.
  • Participate in business process projects, including implementation, testing, and monitoring.
  • Act as a change agent, forecast and analyze business needs and processes, recommend desired outcome, test solutions in collaboration with business, IT and other units, as needed.
  • Identify/compile reports of system issues that need maintenance and fixing. Act as a resource person for designing solutions to business requirements.
  • Perform data maintenance queries and tasks.
  • Develop and test dashboards and other reporting and analytics tools.
  • Schedule meetings with various stakeholders to understand their needs.
  • Apply knowledge of best practices in CRM software and Peoplesoft to provide advice to stakeholders.

Change Management: Communication, Training and Documentation

  • Develop and operationalize communication and change tactics for CRM implementation and continuous improvement.
  • Collaborate with stakeholders to train new and current staff on CRM functionality.
  • Develop appropriate training resources to ensure continued business success. As required, provide additional documentation, work aids, and be a resource for end users as they operationalize any recent changes to the system.
  • Provide general communication planning and advice to stakeholders so they can assure continued success in their department.
  • Create HTML communications with appropriate branding

Qualifications / Requirements:

  • A related Undergraduate degree in Business, Marketing, Communications, or Computer Science.
  • Minimum 2 years experience using a CRM tool, preferably in post-secondary student related portfolio (experience with Slate Technolutions preferred).
  • Minimum 1 year experience maintaining backend CRM systems setup and function.
  • Minimum 1 year experience in project management.
  • Advanced level knowledge of Database management.
  • Experience in reporting and analytics is an asset.
  • Strong knowledge of PeopleSoft.
  • Experience in marketing and communications strategy.
  • Advanced level knowledge of current University of Calgary admission business processes, practices, policies and procedures is desired.
  • Ability to follow rigorous project management practices and methodology is desired.
  • Experience and ability to facilitate presentations and train others.
  • Ability to work in a fast-paced, high-volume environment, and to embrace changes in a dynamic environment.
  • Experience providing technical support to a variety of user skill levels.
  • Strong organizational, interpersonal and communication skills is integral to working in this environment.
  • Experience working with multiple stakeholders and partners and balance their competing priorities while setting reasonable expectations.
  • Excellent verbal and written communication skills.
  • HTML experience is considered an asset.

Application Deadline:  October 2, 2023

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

Additional Information

This position is part of the AUPE bargaining unit, and falls under the Specialist/Advisor Job Family, Phase 3.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website. For more information about Student and Enrolment Services visit Careers in Student and Enrolment Services.

The University strongly recommends all faculty and staff are fully vaccinated against COVID-19.

About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit

The University of Calgary has launched an institution-wide Indigenous Strategy in line with the foundational goals of Eyes High, committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion ([email protected]) and requests for accommodations can be sent to Human Resources ([email protected]).

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.


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