SAMPOERNA UNIVERSITY CRM & CALL CENTER COORDINATOR

• 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 teams 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 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 :

• Masters 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.

Remote Work :

No

Employment Type :

Full-time