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CRM Constituent Experience Leader Campus IUPUI - Indianapolis

Indiana University Indianapolis Full-Time
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CRM Constituent Experience Leader will report directly to the CRM Marketing Leader and will be tasked with helping evolve our usage of Salesforce Marketing Cloud (SFMC) through advanced constituent journey mapping and execution. The CRM Constituent Experience Leader will manage a team of CRM Marketing Consultants and Specialists who work closely with partners around the university to adapt and build their journeys in Salesforce Marketing Cloud. This role will be an expert in lifecycle marketing and customer experience mapping and will work closely with partners in admissions, schools, and departments to understand constituent journeys. This role will lead journey mapping workshops to help partners deepen our understanding of our constituencies’ journeys and to identify opportunities to interact with constituents more effectively through the creation of a digital communications strategy. This role will create, document, and manage journey maps across the entire constituent lifecycle – from prospective students to alum as well as employee and external constituents. This role will use Salesforce Marketing Cloud Journey Builder to build automated campaign series, primarily utilizing email. This role will help lead efforts towards building an integrated constituent journey across online and offline channels. This role will have an understanding of Salesforce Service Cloud as well as SFMC and understand how we manage data and constituent interactions in each platform. This role will help develop a constituent contact strategy and lead marketing governance efforts aimed to better coordinate messaging to constituents.

Ideal candidates will be comfortable working within a matrix organization with discrete brand teams and shared resource teams.

Skills and Abilities:
Management – Builds and manages effective teams
Management – Ability to lead/manage others
Technical/Mechanical – Possesses strong technical aptitude
Technical/Mechanical – Possesses strong product knowledge
Communication – Excellent collaboration and team building skills
Analytical – Demonstrated problem solving skills


REQUIRED: Bachelor’s degree in Business Administration, Marketing, Computer Science, or similar disciplines and eight years experience in user experience, journey mapping, marketing automation, email marketing, digital marketing, lifecycle marketing, and database marketing.

Combinations of related education and experience may be considered.

Ability to work in a matrixed organization. Expertise in Information Architecture. Experience with enterprise CRM and MarTech platforms (e.g. Salesforce Marketing Cloud, Adobe Marketing Cloud, Oracle Marketing Cloud, etc). Understanding of how content is stored and used in CMS. Understanding of how MarTech platform capabilities and connect to one another. Ability to work with and provide requirements to IT development and other technical teams.


Preferred Qualifications 

Master’s degree.


Working Conditions / Physical Demands 
Salary Range 

Recommended skills

User Experience
Email Marketing
Marketing Automation
Digital Marketing
Database Marketing
Information Architecture
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Indiana University has seven campuses, including core campuses in Bloomington and IUPUI - Indianapolis, and regional campuses in Northwest, Kokomo, Southeast, East, and South Bend.

The benefits go beyond healthcare and retirement—you'll belong to a strong, proud community of faculty and staff who support and applaud each other in all achievements, big or small, in a challenging and rewarding work culture.

Fast Facts about Indiana University

•    #1 largest employer in the state
•    Total student enrollment (Fall 2014): 114,370
•    Total living alumni: More than 600,000, including nearly 272,000 Indiana residents
•    Annual operating budget: $3.3 billion
•    Employees: More than 23,000, including faculty and professional and support staff
•    Research centers and institutes: More than 200
•    Endowment: More than $1.988 billion

The IU Factbook offers detailed information about administration, student enrollment, academic programs, degrees conferred, facilities, and finances. Or, access a year-by-year chronology of important events in Indiana University history from the University Archives.

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