CRM Content Lead, Office of Academic Communications and Services (50031139)

Reports to: CRM Manager

Purpose: The holder of this position has the responsibility of executing the communication and engagement strategies on CRM platform. This role will be the key member for mapping all the communication activities across the student life cycle and the different personas, testing the engagement strategies and maximizing speed to insight to continuously improve the platform effectiveness in meeting the business goals. 

Principal Accountabilities: 

  • Map and execute the communication strategy across the organization with the objective to improve student acquisition, retention, and engagement
  • Manage mapping of all student communication activities with all system stakeholders to ensure the comprehensiveness of journey mapping
  • Work with CRM peers and key business stakeholders to gather requirements and translate business needs into the technical execution of interactive web pages and campaigns through our marketing automation platform
  • Hands-on development and execution of marketing campaigns including campaign flow builds, emails, landing pages, forms creation as well as testing and reporting
  • Assist in data structure definition to ensure feasibility of implementation of personalization goals
  • Work closely with CRM team to ensure student personalization data is synced between systems and field mappings are set up properly to meet ongoing and new requirements
  • Implement targeted campaigns on CRM platform to ensure execution of communication strategies
  • Manage the implementation and maintenance of staff and student portal CRM interfaces
  • Understand the CRM database, campaign processes and structures to maximize speed to insight and ensure communication effectiveness
  • Work with management to prioritize communication and engagement needs and execution plan on the platform
  • Map the student communication activities across student personas on CRM platform
  • Define and optimize existing processes around CRM data hygiene and field population
  • Work closely with CRM team and key business stakeholders to ensure data cleanliness and completeness and achieve personalization goals
  • Manage communication template development in collaboration with internal AUC design teams
  • Standardize student communication practices and templates across different functional units for consistent student experience
  • Manage mapping editorial requirements across standard communication activities in collaboration with AUC marketing team
  • Partner with stakeholders to evolve the CRM program via longitudinal contact strategy test, personalization, and advanced segmentation
  • Build and maintain productive and trusting relationships with teammates to ensure CRM programs are designed and implemented collaboratively across the organization
  • Address gaps in the engagement approach from a solution and business perspective
  • Understand, analyze and influence student communication and engagement strategies in light of CRM platform capabilities
  • Manage student path analysis and build reporting mechanism for communication and engagement performance monitoring
  • Collaborate with CRM team to define communication KPIs and develop weekly/monthly performance dashboards for weekly business review
  • Proactively monitor and analyze program and segment performance and provide recommendations for current and future program optimizations
  • Report, analyze and optimize the performance of targeted campaigns and CRM initiatives through the development of data-driven insights
  • Deliver ongoing training and awareness sessions on student communication standards and industry best practices
  • Serve as the support contact for the whole CRM user community, CRM communication management and student/staff portals usage
  • Develop training and help resources to all launched CRM features
  • Continuously improve knowledge of the CRM series and hold certifications, or plan to obtain certifications, to manage ongoing internal knowledge transfer
  • Perform any other related tasks as assigned

Minimum Education Requirement: Bachelor of computer science, engineering, management information systems


  • Minimum 10 years of experience with at least three years of work experience in digital and marketing automation
  • Demonstrable basic understanding of higher education industry interactions and co-dependencies
  • Strong digital communication design and editing experience
  • Work experience with business and data analysis
  • Work experience with relational database, SQL and dashboards design
  • Work knowledge of HTML, Javascript, and CSS
  • MS Dynamics Certification/Salesforce is a plus


  • Very strong presentation and training skills
  • Excellent verbal and written communication skills
  • Analytical skills and ability to solve complex business problems
  • Process-driven with high attention to detail 
  • Excels in a highly collaborative team environment
  • Strong team player with excellent interpersonal skills
  • Outstanding time management 
  • Innovative thinker capable of operating both in a strategic capacity and a hands-on/execution capacity
  • Proven ability to work creatively and analytically in a problem-solving scenario
  • Demonstrated successful ability to build positive relationships and partnerships within the department and across the organization


The position is open until December 11, 2018


Placement is based on the candidate’s experience and skills. Only candidates who make it to the shortlist will be contacted. If interested, please send an updated and detailed resume to, stating “50031139 CRM Content Lead” in the subject line. 


“We thank all individuals who have expressed interest in working at The American University in Cairo.”