CRM ANALYST I/II

Position Information

Position Information

Position Number 76640
Type of Recruitment External
Position Title CRM ANALYST I/II
Position Summary

The CRM Analyst works with stakeholders in each functional area to define business processes and requirements for CRM campaigns and reports, including translation of business requirements into reports and campaign workflows with accompanying email and print templates. The CRM Analyst monitors, optimizes and maintains existing campaigns and reports, and tracks campaign responses as well as develops reports, analytics, training and documentation and assists with CRM support and peer review processes.

Required Qualifications

CRM Analyst I:
Bachelor’s degree, preferably in information technology or equivalent education and experience in a relevant field.
Work experience related to the duties & responsibilities of the position.
Demonstrated critical thinking and problem solving skills.
Experience in requirements workshops/interviews/facilitation.
Ability to translate business and stakeholder requirements into technical solutions.
Excellent analytical and creative problem-solving skills.
Detail oriented and committed to a high level of accuracy.
Highly self-motivated and directed.
Ability to effectively prioritize and execute tasks, organized.
Strong customer service orientation.
Experience working in a team-oriented, collaborative environment.
Experience working with technical and non-technical staff.
Strong presentation and facilitation skills.
Excellent, effective verbal and written communication skills.
Proficient at technical documentation, including business process flows.
Ability to perform the essential functions of the job.

CRM Analyst II:
All of the requirements of the CRM Analyst I, plus:
Three years of increasingly responsible work experience of a qualifying nature related to the duties & responsibilities of the position.
Demonstrated project management skills.
Experience with email communication flow, including bounce-backs, SPAM regulations and consumer best practices.
Familiarity with email formatting and testing.
Experience with reporting, analytics and business intelligence, particularly in relation to CRM.
Knowledge of software development lifecycle (SDLC).

Preferred Qualifications


Familiarity with Customer Relationship Management (CRM) software.
Prior work experience in the higher education environment.
Experience with SQL queries, reporting and analytics.

Duties & Responsibilities

CRM Analyst I:
Designs, develops, tests, reviews, implements and monitors CRM campaigns for automated communications and staff workflow for CMU constituents.
Works with stakeholders to define campaign requirements.
Translates business requirements into CRM reports and campaign workflows with accompanying email and print templates.
Monitors, optimizes and maintains existing campaigns and reports.
Troubleshoots and resolves campaign issues.
Tracks campaign responses.
Develops reports, analytics, training and documentation.
Evaluates campaign results based on conversions and other student success metrics through reports and analytics.
Provides user training and documentation of processes as they relate to campaign communication and workflow.
Assists with CRM support and technical review processes.

CRM Analyst II:
In addition to the above duties:
Defines and develops CRM campaign development best practices.
Coordinates campaign development efforts across departments and divisions.
Manages campaign development projects using defined project management techniques.
Facilitates subject matter experts in each functional area to define business processes and requirements for CRM campaigns and reports.
Evaluates new campaign features and functionality of the CRM software and recommends improvements to legacy functionality.
Coordinates regression and system testing activities as they relate to campaigns and reporting.
Troubleshoots software issues and identifies areas for improvement and enhancement.
Serves as a mentor and subject matter expert on processes and system functionality.

Supervision Exercised

None.

Message to Applicants

You must submit an on-line application in order to be considered as an applicant for this position.

Cover letters may be addressed to the Hiring Committee.

Employee Group Professional & Administrative -Salary
Staff Pay Level<br><br><a href=
Pay Range $35,000-$55,000
Division Academic Affairs
Department Application Support & Development - OIT
Position Status Regular
Position End Date
Employment Status Full-Time
FTE 1.00
Position Type 12 month
Weekly Work Schedule M-F, 8a-5p; evenings and weekends as required
At Will? No
Location Mount Pleasant, MI
About the Department
About CMU

Founded 125 years ago, Central Michigan University is a major, national university with 26,000 students, more than 30 remote locations in the U.S. and Canada, and 225,000 alumni worldwide.

CMU offers more than 200 academic programs at the undergraduate, master’s, specialist and doctoral levels. Academic excellence is found in programs considered among the best in the nation, such as engineering, information systems, neuroscience, physician assistant, physical therapy, sales, logistics, fashion merchandising and design, advertising, marketing, public relations, and broadcasting. Central has been a pioneer in extended learning for nearly 50 years, and its online programs for undergraduates and the military, as well as its online MBA and online graduate education for teachers and school leaders, are nationally ranked.

Central Michigan University expands its academics with immersive, hands-on opportunities such as research, volunteering, study abroad, internships and leadership experiences.

The fourth-largest university in Michigan began with the mission of addressing a demand for teachers prepared and qualified to lead classrooms and educate future generations. That commitment to fulfilling unmet needs continues today through many newer programs, including our College of Medicine, which in May 2017 graduated its first class of doctors dedicated to serving medically underserved communities.

Employees have access to fitness facilities and a nationally recognized wellness program as well as health care and benefits that exceed regional, state and national norms.

With student-athletes who are expected to perform equally well in the classroom and on the field, CMU is a member of the NCAA Division I Mid-American Conference. CMU Athletics regularly earns accolades for student excellence in the classroom (almost 30 percent of our students were honored in spring 2017 for GPAs of 3.5 or higher) and on the field, with frequent men’s and women’s championship seasons in sports such as football, basketball, gymnastics, field hockey, soccer, baseball and softball, and wrestling.

Central is located in a quaint, tight-knit community in the heart of central lower Michigan. Our community offers a robust mix of outdoor opportunities, family attractions. and restaurants and brew pubs. Mount Pleasant’s small-town life is complemented by cultural activities on campus, including concerts, plays and guest speakers. Mount Pleasant is an hour or two from most Michigan destination spots, including Detroit, Grand Rapids, Lansing and Ann Arbor, as well as the state’s sunset beaches, golf and ski resorts, and our famous “Up North” communities, state parks and lakes.

EEO Statement

CMU, an AA/EO institution, strongly and actively strives to increase diversity and provide equal opportunity within its community. CMU does not discriminate in employment against persons based on age, color, disability, gender, gender identity/gender expression, genetic information, familial status, height, marital status, national origin, political persuasion, race, religion, sex, sexual orientation, veteran status, or weight (see http://www.cmich.edu/ocrie.)

If you wish to see “EEO is the Law” posters, please click here.

Posting Begins 12/17/2017
Posting Ends
Open Until Filled Yes

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How did you learn of this vacancy? Please indicate specific source (i.e., CMU website, Lansing State Journal, etc.):

    (Open Ended Question)

  2. * Are you currently an internal employee of CMU according to the <a href="https://www.cmich.edu/fas/hr/Documents/internal-candidate.pdf#search=definition%20of%20internal">university's definition</a>?
    • Yes
    • No
  3. * If yes, to which employee group do you belong? (If not applicable, select "Not Applicable").
    • Not Applicable
    • Office Professional
    • P&A, SO or Faculty
    • Public Broadcasting
    • Police
    • Service Maintenance
    • Supervisory/Technical
  4. * Do you have a bachelor's degree or equivalent education and experience in a relevant field?
    • Yes
    • No
  5. * Do you have work experience related to the duties & responsibilities of the position?
    • Yes
    • No
  6. * Do you have experience in requirements workshops/interviews/facilitation?
    • Yes
    • No

Optional & Required Documents

Required Documents
  1. Resume/Curriculum Vitae
  2. Cover Letter
Optional Documents
  1. Recommendation Letters
  2. List of References