CRM Specialist

At the University of Hull, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world's talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in the University of Hull workplace. This includes people from global minority backgrounds; people who have a declared disability; LGBTQI+ people; and women particularly for our Grade 9 and 10 roles.

We value our talented employees, and whenever possible strive to help colleagues to grow and progress in their future careers. We recognise that our people are our biggest asset. We hope you’ll be as excited as we are by what lies ahead. Let’s continue our journey. With great on-site facilities and numerous awards in recognition of our achievements within the Professional Services World, we want to continue growing and nurturing our existing staff as we endeavour to take on our next challenges as a University.

In this role, you will play a crucial part in implementing the University’s acquisition goals through effective implementation of the CRM strategy for student recruitment. You will work closely with the University Marketing Team (including other CRM and content specialists), while also liaising with other services across the university like school engagement, admissions, academic services, etc, to advise or gather content. Together we are all aligned in the goal to drive student recruitment for the University.

Your role includes supporting in-house technical and campaign rollouts on our Marketing Cloud platform. You will also be collaborating with any established CRM agencies and partners (Uniquest, Gecko), to make sure delivery is on time and as expected. Your responsibilities extend to the planning and execution of A/B testing plans and implementation of continuous improvements across copy, email design, and customer journeys.

For both acquisition and retention, you will contribute by creating appealing content and monitoring email performance against KPIs. Building and sharing regular reporting with insight will be an essential aspect of your role, and you will be expected to plan optimisations on the back of these reports. Additionally, you will be instrumental in building and optimizing nurture journeys to convert prospects into students, demonstrating a test and learn mentality throughout.

You will take the initiative in applying your creative skills to craft recruitment emails, encompassing copywriting and sourcing of appropriate graphics. A key aspect of your role will be to ensure that all CRM content accurately reflects the University of Hull brand and identity. Collaboration with other team members is crucial to ensure seamless deliverables and an optimal user experience.

To excel in this position, you should be a channel specialist with experience using email marketing platforms such as Marketing Cloud, Braze, Hubspot, or equivalent. Your expertise should extend to audience segmentation and the creation of effective nurture journeys. Experience in developing personalized and interactive emails is crucial, across both content first and direct-response emails.

As a resourceful and proactive individual, you’ll be required to find creative solutions and information. Your attention to detail will be evident in your ability to write and proofread copy effectively. Being a problem solver, you should have a keen interest in staying abreast of industry trends and initiating new initiatives that align with the University’s goals.

The job duties and responsibilities listed below are intended to describe the general nature of the role. The duties and responsibilities and the balance between the elements in the role may change or vary over time depending on the specific needs at a specific point in time or due to changing needs in the department. Candidates should note that there may not be an immediate requirement to carry out all the activities listed below.

• Will have practical working knowledge of the systems, processes and procedures across a section or area of work
• Will plan and prioritise own work and may be required to supervise the work of others and monitor progress within agreed objectives ensuring the effective use of resources
• Will be expected to contribute to longer term developments within the department such as implementing improvements to working methods, policies and procedures
• May have detailed knowledge of specialist systems and/or a broad understanding of a wide range of activities. This knowledge is gained by extensive practical experience and/or through formal instruction

The work requires the use of initiative and judgement on how to address and resolve problems with minimal guidance and instructions from senior colleagues.

Main Work Activities:

• Provide advice and guidance to managers, staff, students and visitors
• Deliver established presentations to communicate information across Faculty/Dept/University
• Attend meetings to report on information/data
• Take notes and produce formal minutes at meetings when required
• Format and edit publications
• Draft and type formal documentation

Additionally, the post holder will be required to: