SAMPOERNA UNIVERSITY - CRM & CALL CENTER COORDINATOR

Job Description

• Own the student-journey operating model - Maintain approved journey definitions, entry and exit evidence, timelines and exception routes.
• Convert records into individual student insight - Create an advisor-ready view of interests, intake, learning preferences, support needs, family priorities and outstanding questions.
• Enforce recruitment follow-through - Publish daily officer action queues, detect unanswered enquiries and overdue promises, and require an owner, action and date. Remind officers before deadlines; escalate unresolved cases with context and proposed support. (Verify outcomes rather than accepting “followed up” as closure)
• Diagnose barriers and coordinate intervention - Distinguish student decision time from officer inactivity and university processing delays. Route program questions to academics, readiness concerns to testing/support teams, and approved fee or scholarship questions to Finance/Admissions. Track the receiving team’s response and return of the case.
• Produce actionable recruitment intelligence - Explain where, why and for whom progression is slowing. Compare appropriately defined intake, program, source and officer cohorts. Provide a recommended decision, owner, timing and expected effect. Produce evidence-based enrollment forecasts.
• Govern omnichannel engagement - Coordinate Qiscus conversations, SurveyMonkey survey invitations and the central CRM record. Define segmentation, permissions, contact-frequency limits and stop rules. Ensure a reply, application, offer, commitment or opt-out changes the next communication.
• Maintain reliable, ethical data - Record ownership, stage history, data reconciliation.Maintain data-quality exceptions, consent/suppression controls and integration monitoring.
• Improve quality and capability - Coach supervisors and officers on diagnosis, evidence and useful next actions. Test improvements with clear success and student-experience measures. Review the effect of interventions, document lessons and reduce repeated process failures.

Qualifications

• Master’s degree in a relevant field or equivalent relevant work experience is preferred.
• Minimum 7 years of experience in CRM, recruitment operations, customer lifecycle management, analytics, or related fields.
• At least 3 years of experience leading workflows, analysis, or cross-functional improvement initiatives.
• Experience in higher education or another high-consideration service environment is preferred.
• Strong hands-on experience in CRM reporting, advanced spreadsheet analysis, dashboard development, and cohort analysis.
• Knowledge of SQL or equivalent data skills is strongly desirable.
• Ability to translate data and analysis into clear operational decisions and actionable recommendations.
• Strong stakeholder management skills, with the ability to influence and collaborate with senior stakeholders.
• Strong communication and team management skills.
• Creative and innovative approach to problem-solving and process improvement.
• Experience with CRM software, data management, SharePoint, and event management.