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Overview

The Assistant Director, CRM Marketing Specialist will support Yale’s non-degree learner information system, built on Salesforce, with a particular focus on marketing, communications, learner engagement, and general platform administration. This junior-level role will help maintain and improve the systems that support recruitment, communications, applications, enrollment, learning access, completion, and ongoing engagement for Yale’s global non-degree learners.

The position will join the Poorvu Center for Teaching and Learning, and report to the Associate Director of Digital Education, Learner Services. This creative candidate will work with local colleagues, professional school partners, IT, communications teams, vendors, and other stakeholders across Yale. The successful candidate will be a detail-oriented, service-minded problem solver who is excited to learn Salesforce administration while helping Yale improve how prospective and current learners discover, enroll in, and engage with non-degree programs.

In this role, you will support both the marketing and learner engagement side of Salesforce leveraging on-platform email and communications tools, and the day-to-day administration of the platform under the direction of the Associate Director of Digital Education. You will help build and maintain communications workflows, support audience lists and segmentation, assist with campaign reporting, troubleshoot user issues, document processes, and contribute to a consistent, high-quality experience for learners and program partners.

Marketing, Communications, and Learner Engagement Support

The Assistant Director, CRM Marketing Specialist will help support the marketing and communications functions connected to Yale’s non-degree learner ecosystem. Responsibilities may include:

• Support the creation, maintenance, and improvement of Salesforce-based marketing and communications workflows under the guidance of Associate Director of Digital Education.
• Help manage audience lists, learner segments, campaign data, and communications preferences.
• Assist with email campaign setup, testing, quality assurance, and performance tracking.
• Support communications connected to recruitment, application reminders, enrollment steps, course access, completion, credentials, newsletters, and future program engagement.
• Partner with program managers and communications colleagues to ensure learner-facing messages are accurate, timely, and well-organized.
• Maintain clean and reliable marketing data, including contact records, program interests, campaign membership, communication status, and engagement history.
• Help identify opportunities to use Salesforce data to improve learner outreach, follow-up, and engagement; scaling up operations is a success metric under the direction of Associate Director of Digital Education.
• Support reporting on marketing and recruitment activity, including inquiries, applications, enrollments, campaign performance, and learner engagement trends.

Salesforce Administration and Platform Support

This role will also provide general Salesforce administrative support for the non-degree learner information system. Responsibilities may include:

• Assist with routine Salesforce administration, including user support, permissions, data updates, page layouts, fields, reports, dashboards, and basic configuration.
• Respond to user questions and troubleshoot issues from internal staff and program partners.
• Help document common issues, business processes, platform changes, and best practices.
• Support quality assurance testing for new features, enhancements, forms, workflows, reports, and integrations.
• Assist with data cleanup, duplicate management, import/export tasks, and record maintenance.
• Help maintain reports and dashboards that provide insights into enrollment, learner demographics, program activity, communications, and operational performance.
• Support vendor and IT partners by helping gather requirements, test solutions, and communicate issues clearly.
• Participate in platform enhancement planning by tracking requests, identifying patterns, and helping prioritize improvements.
• Contribute to user guides, training materials, and community-of-practice resources for staff using the system.

Collaboration and Service

The person in this role will work across teams and will need to bring strong communication, curiosity, and follow-through. Responsibilities may include:

• Build positive working relationships with Digital Education colleagues, professional school partners, communications teams, IT staff, and vendors. Seamlessly support the Product Owner of this system.
• Translate user needs into clear questions, documentation, tickets, or proposed solutions.
• Support meetings, trainings, office hours, and other engagement opportunities for platform users.
• Help promote consistent processes and shared best practices across programs.
• Bring a learner-centered mindset to system support, marketing operations, reporting, and administrative work

Success in Year 1

By the end of the first year, the Assistant Director, CRM Marketing Specialist will have:

1. Developed a working understanding of Yale’s non-degree learner Salesforce system and the business processes it supports.
2. Supported day-to-day Salesforce administration, including user questions, data updates, reports, dashboards, documentation, and troubleshooting.
3. Helped improve marketing and communications workflows for prospective learners, applicants, enrolled learners, and program completers.
4. Created or improved documentation for common platform tasks, marketing processes, reporting needs, and user support workflows.
5. Supported campaign tracking and learner engagement reporting for Digital Education and professional school partners.
6. Built strong relationships with internal users and become a reliable first point of support for routine Salesforce and marketing operations questions.
7. Contributed to data quality improvements that make learner records, campaign activity, and reporting more useful and reliable.
8. Helped identify opportunities to streamline communications, reduce manual work, and improve the learner experience.

Candidates previous work experience may include work in Salesforce administration, CRM support, marketing operations, email marketing, enrollment systems, customer support, data management, higher education administration, communications, or related fields.

Required Skills and Abilities

1.Strong attention to detail and comfort working with data, lists, records, reports, and communications workflows. Strong written communication skills, including the ability to create clear documentation, user guides, and process notes.

2.Interest in Salesforce administration, CRM systems, marketing technology, and learner engagement. Ability to troubleshoot user issues, ask good questions, document problems clearly, and follow through on solutions. Curiosity and willingness to learn new tools, processes, and Salesforce features.

3.Ability to work collaboratively and creatively with technical and non-technical colleagues. Ability to support reports and dashboards that help program teams understand inquiries, applications, enrollments, communications, and learner engagement.

4.Strong organizational skills and the ability to manage multiple small tasks, tickets, requests, and deadlines. Comfort supporting users through email, Zoom, phone, or in-person conversations.

5.Commitment to improving the experience of prospective learners, current learners, staff users, and program partners.

Preferred Skills and Abilities

1.Experience using Salesforce, Salesforce Education Cloud, Salesforce Marketing Cloud, Account Engagement/Pardot, Marketing Cloud Growth, or another CRM or marketing automation platform.

2. Familiarity with email marketing, audience segmentation, campaign tracking, or marketing analytics. Experience creating reports, dashboards, or data summaries for internal stakeholders.

3. Interest in higher education, online learning, lifelong learning, professional education, or learner engagement. Familiarity with systems that support enrollment, applications, events, communications, customer service, or student/learner records.

4. Basic understanding of data quality, privacy, permissions, and responsible use of learner/contact information.

5. Salesforce Administrator certification or interest in pursuing Salesforce certification.

Principal Responsibilities

1. Researches and identifies new trends in online learning technology, design and practice. Makes recommendations to enhance and grow the program.
2. Conducts research on business aspects of potential new online learning project and makes suggestions on business models for new online learning projects.
3. Represents online learning initiative during faculty recruitment periods.
4. Provides assistance for various online learning initiatives beyond for-credit distance programs (i.e., free and open distribution projects).
5. Serves as a primary technical support provider.
6. Assists in the preparation of course materials for online distribution, uploading and organization of course materials, and production of digital resources that will be easily accessible online.
7. Designs, develops and deploys appropriate assessment tools to measure and evaluate all critical aspects of the online course environment. Researches and develops all necessary materials and benchmarking tools to obtain institutional approval for online courses. Participates in ongoing assessment of the effectiveness of the online course materials.
8. Manages all online course development initiatives to ensure that program resources will meet expectations, while meeting schedule timeline and budgetary targets.
9. Provides expert advice on effective and efficient online teaching practices. Develops specialized faculty training materials as needed.
10. Manages relationships with external vendors involved in the production and delivery of courses.
11. May perform other duties as assigned.

Required Education and Experience

Bachelor’s Degree in a related field and three years of related work experience or an equivalent combination of education and experience.

Health Requirements

Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

Posting Disclaimer

Salary offers are determined by a candidate’s qualifications, experience, skills, and education in relation to the position requirements, along with the role’s grade profile and current internal and external market conditions.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale\'s Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.