The George Mason University Division of Enrollment Management is seeking a dynamic, intellectually curious, and visionary Executive Director of Enrollment Services. George Mason University has a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff, and strongly encourages candidates to apply who will enrich Mason’s academic and culturally inclusive environment.
About the position: This position will serve as the campus-wide lead for Enrollment Services – leading marketing technology efforts to operationalize comprehensive direct enrollment marketing, serving as primary functional leadership for Provost-area CRM via Salesforce, collaborating with the Vice President for Enrollment Management on business-intelligence and business process improvement, as well as operational management of all student-facing enrollment management functions.
The position is a key member of the Division for Enrollment Management senior leadership team, reporting directly to the Vice President for Enrollment Management, and is a forward-facing resource for the greater campus community. This position will develop and utilize a comprehensive understanding of operational processes, service delivery, and business strategies to identify and optimize revenue enhancements, cost savings, and improvements in the student experience in all areas related to enrollment.
The Executive Director will work collaboratively with the Enrollment Management team to develop and implement marketing strategies across channels, leverage data to target specific audience segments, and create comprehensive performance reporting;
Oversee the operationalization of direct-marketing efforts to achieve new student enrollment objectives – linking the creation of marketing messaging/collateral with Enrollment;
Manage technical teams to assure timely delivery of enrollment-related communications;
Provide executive-level guidance to the team creating and assembling marketing content and lead direct marketing technology project and contract implementation.
Decision Support and Business Process Improvement/Automation:
The Executive Director of Enrollment Services will provide direct support to the Office of Admissions, Office of Student Financial Aid, International Enrollment Partnerships, and campus-wide enrollment stakeholders to utilize data to improve processes, map student processes for purposes of improving automation through technology, and meet enrollment objectives. As part of this role, the Executive Director of Enrollment Services will play a key role in the ongoing development and maintenance of the university’s strategic enrollment plan;
Collaborate with the Vice President for Enrollment Management, provide decision-support leadership for all Division-level objectives focused on recruitment through graduation – working collaboratively with academic units, University Life, Academic Innovation and New Ventures, budget/finance, Information Technology Services and Institutional Effectiveness & Planning.
Functional Leadership for Provost-area CRM Salesforce:
The Executive Director of Enrollment Services will serve as the senior functional officer for Provost-area use of the Salesforce CRM and work collaboratively with Information Technology Services to implement the enterprise engagement platform product roadmap;
Oversee a team of Salesforce Administrators and CRM Business Analysts to both document requirements and maintain elements of the Salesforce CRM. Collaborate with Administrators and Analysts in other functional areas – University Life, Academic units, third-party service providers, etc. – in an effort to develop the unified, campus-wide development and maintenance of the Salesforce platform;
Represent Enrollment Management, and other Provost-areas as needed, on Salesforce governance teams created to evaluate new product functionality and future roadmap enhancements;
In collaboration with Enrollment Management offices, build and execute an integrated technology working plan inclusive of all university systems and teams that influence the enrollment experience.
The Executive Director of Enrollment Services oversees all aspects of one-stop services delivered in-person, via phone, and online through the Mason Student Services Center (MSSC,) directing the expansion of new services and functionality;
Provide leadership for all student-facing activities housed within the Division for Enrollment Management;
Supervise a professional staff and coordinates the activities of third-party vendors to serve Mason students in the resolution of transactional items;
Manage Salesforce-related solutions for ticketing and reporting on service metrics for purposes of continual improvement of university services.
Extensive experience in admissions, financial aid, or relevant enrollment management experience (at least seven years is strongly desired);
Substantial supervisory experience, five years required and seven to ten years strongly desired;
Substantial experience working in higher education, with at least five years preferred;
Significant project management experience;
Experience with analytics tools or the ability to build reliable predictive models;
Exceptional written and verbal communication skills including proofreading and editing skills;
Excellent interpersonal skills with the ability to work collaboratively with internal and external constituents;
Ability to manage change effectively and build teams to collaborate with university stakeholders;
Well-organized and detail-oriented;
Excellent knowledge of basic computer applications and equipment;
Significant experience working in student information and Constituent-Relationship Management (CRM) systems;
Excellent skills in areas of fiscal responsibility; strategic planning; selection, supervision and development of personnel;
Strong grasp of the fundamental principles and applications of marketing and communications;
Strong understanding of high-level customer service;
Understand the value of technological innovations and to harness emerging technologies that can support the processes within admissions so as to attract and enroll the optimal student body;
Sensitivity to cultural issues in a diverse environment;
Flexibility and willingness to occasionally work outside of normal business hours and extended days with the ability to juggle competing priorities effectively.
Creative thinker, and have intellectual curiosity and a competitive spirit in order to bring innovation and excellence to this key role;
Significant experience working with Salesforce.
Special Instructions to Applicants: For full consideration, applicants must apply for position number FA659z at https://jobs.gmu.edu/; complete and submit the online application; and upload a cover letter, resume, and a list of three professional references with contact information.
George Mason University is an equal opportunity/affirmative action employer, committed to promoting inclusion and equity in its community. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any characteristic protected by law.
Internal Number: 155545
About George Mason University
About George Mason University
Mason is the largest public research university in Virginia and home to over 37,000 students from all 50 states and 135 countries enrolled in over 200 degree programs. Located in the Washington, D.C. metropolitan area, Mason has national distinction in a range of academic fields and it is the most diverse university in Virginia and among the most diverse in the nation. A large percentage of our students are first generation or Pell grant recipients, with graduation rates that are on par with other students. As a Carnegie Research 1 institution, Mason has an active research program that is conducted across its 4 campuses and its international campus in Songdo, Korea.