The New School Senior Manager, Student Outreach and Engagement in New York, New York
The New School’s Open Campus offers non-degree programs aimed at both the adult and K-12 markets, and degree programs with non-traditional delivery methods. Currently, more than 500 courses serve students of varying ages (youth, teen, and adult) and pathways (degree, certificate, non-degree, online learner).
As the inaugural Senior Manager of Student Outreach and Engagement, you will steward and have oversight of all activities pertaining to lead management, ushering prospective students from the point of inquiry to conversion. Leading with high quality and personalized service, the Senior Manager will interact with a variety of audiences (youth, their parents, adult learners, executives) on a wide array of programs and serve as the key frontline advocate for triage of students, parents and employers’ questions and concerns as they advance through the pipeline towards actualized enrollment. To support these goals, the Senior Manager will be responsible for staying abreast of best-in-class recruitment strategies and systems (e.g. CRM, chatbot software, etc.), providing support and leadership to identify opportunities for continuously optimizing the prospective student experience.
The Senior Manager will strive to meet aggressive enrollment targets to support realization of unit revenue goals in accordance with a structured seasonal recruitment timeline, and demonstrate excellent interpersonal, communication, analytical, leadership and organizational skills.
The position reports to the Director of Marketing for Open Campus, and will have the opportunity to build a lean and highly-motivated team.
Key Responsibilities: Student Recruitment and Customer Care (45%) As lead on management of student inquiry pipeline and primary point-of-contact for university partners also serving Open Campus populations: -Manage student inquiry funnel from initial outreach to enrollment, leading engagement with prospects on a wide array of channels and platforms in a timely manner and comprehensively tracking activity to facilitate successful matriculation or registration. -As pertains to Open Campus recruitment pipeline, serve as main point of contact for liaising frontline services and operations with Student Contact Center, Admissions, and the Registrar’s office. When appropriate, oversee staffing of these activities as well as all relevant training to ensure highest quality of service. -Collaborate closely with program directors, coordinators and student advising colleagues to ensure accurate, authentic and persuasive representation of portfolio, successfully and seamlessly counseling inquiries from prospect to student. -Participate in recruitment and enrollment activities including: open houses, orientation programs, career days, etc., to secure new inquiries.
Strategic Enrollment Management Systems and Operations (45%) -Work closely with Director of Marketing and collaborate with a wide network of university stakeholders to help lead implementation of comprehensive and best-in-class recruitment tools, including but not limited to: CRM, Chat/bot Software, Frontline caller triage systems, etc. -Take leadership role in the research and RFP process, vetting of vendors, implementation and training of team members for optimal use of new, innovative systems to support strategic enrollment management in alignment with industry best practices and standards. -Oversee and streamline contact management across multiple platforms and recruitment channels. -Remain abreast of best-in-class systems, technologies and practices for innovating the student relationship, making recommendations for optimization opportunities.
User Insight (10%) -Contribute to program and marketing planning lifecycle by tracking and effectively sharing frontline insights on student demand for offerings, as well as dominant or emerging student persona types. -Lead seasonal Frontline Focus Groups with university stakeholders to glean and synthesize user feedback from across the university’s many touchpoints, collaborating with colleagues on the marketing and academic teams to determine areas of interest and growth, as well as viable emerging markets for both on-campus and online programs. -Other duties as assigned. -Note that this position involves periodic work over evenings and weekends, as well as travel for recruitment events, trainings and conferences.
-Bachelor’s degree. -Between 3-5 years’ relevant experience preferred. -Excellent written and verbal communication skills. -Strong interpersonal skills and proven ability to communicate professionally and effectively with youths, parents, adult, senior and executive populations. -Demonstrated ability to analyze, summarize, and draw conclusions from large datasets. -High level of computer proficiency in Google Drive, MS Office, CMS and online database systems; Banner, Salesforce, Hobsons and Mailchimp experience a plus. -Ability to work well under pressure, take initiative, and follow-through on multiple tasks while maintaining high degree of accuracy, speed and poise. -Possess a sincere interest in helping others achieve life goals. -Willingness to work a flexible schedule (periodic evening and/or weekend hours will be required) -Superior organizational and problem resolution skills. -Laser precision in attention to detail.