Customer Relationship Management Operations Jobs in Michigan

Student Life Communications, Marketing & Design (CMD) at the University of Michigan is a multidisciplinary team of marketing and communication professionals. Together, we create cutting-edge experiences and student engagement that brings the Student Life story and brand to life. You can learn more about Student Life here.

The Marketing and Customer Relationship Management (CRM) Strategist reports to the Associate Director of Marketing. You will develop, implement, and optimize marketing projects in Student Life with an emphasis on digital and email campaigns. We are looking for a blend of strategic marketing insight and technical expertise, helping you simultaneously support division-wide marketing initiatives and lead our Customer Relationship Management (CRM) and email strategies. You will translate strategic marketing goals into applicable plans and deliver personalized, data-informed audience journeys using Salesforce Marketing Cloud. In partnership with colleagues across the division, you will also contribute to special projects, cross-functional workgroups, and committee projects that enhance student engagement and support the student experience at Michigan. Review the full job description here.

• Marketing Strategy (40%)Translate goals into concise marketing plans to guide designers, copywriters, and multimedia teams.Meet regularly with partners throughout the department to identify and discuss marketing needs, opportunities, review progress, and report on outcomes.Manage end-to-end project delivery from intake to evaluation while partnering with internal teams to align project management, creative development, web strategy, communications, and social media efforts. These efforts aim to achieve organizational goals.Develop creative strategies to promote programs and sources that support departmental goals.Use data to inform strategies, evaluate campaign results, and implement changes.
• CRM & Email Strategy (40%)Lead CRM and email measurement strategy within Salesforce Marketing Cloud, including audience/segment performance insights, journey measurement, and optimization recommendations.Consult with Student Life units to define audience strategies, communication approaches, and success metrics for campaigns and ongoing/lifecycle communications.Plan, build, and evaluate experimentation, including A/B testing and journey-level tests: define hypotheses, success metrics, test plans, and document/share learnings to improve performance over time.Establish and maintain division-wide email best practices, including measurement standards, audience experience, accessibility considerations, and deliverability and list-health best practices.Partner with Student Life Technology Solutions to support adoption and use of Marketing Cloud across Student Life units, including coordination of data feeds and integration needs.Manage the Student Life email calendar to coordinate, send schedules, reduce audience fatigue, and increase engagement and results.Support execution of emails, forms, and related assets by building/testing/scheduling in Marketing Cloud to ensure delivery and measurement-ready implementation.
• Marketing Reporting & Analytics (20%)Partner with cross-functional teams to translate program goals into measurable KPIs and strategic analytics plans.Analyze performance data across channels to deliver prioritized recommendations that improve creative audience targeting and campaign outcomes.Design, maintain, and enhance data visualization dashboards and automated reports, translating complex analytics into clear, actionable insights for key stakeholders.

• Bachelor's degree in marketing, communications, business, statistics, information science, or a related field or equivalent combination of education and experience.
• 3+ years of professional experience in advertising, digital marketing, communications, or a related field.
• Experience developing and executing marketing plans.
• Experience with CRM or email marketing platforms such as Marketing Cloud, Salesforce, Slate, or Mailchimp. Proficiency with data analysis using CRM platforms to analyze email marketing performance, campaign effectiveness, customer engagement, and translating insights into strategic recommendations and actionable improvements.
• Knowledge of segmentation and lifecycle/journey concepts to deliver relevant messaging and enhance engagement.

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future.

• Generous time off
• A retirement plan that provides two-for-one matching contributions with immediate vesting
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Hybrid position based in Ann Arbor, MI, Monday - Friday, 8 am - 5 pm. This role may have reporting obligations under Title IX and Clery. Authorization to work in the U.S. is a precondition of employment and applicants for this position will not be sponsored for work visas. Salary may vary depending on qualifications, experience, and education of the selected candidate. Relocation will not be offered for this role.

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled any time after the minimum posting period has ended.

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.

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