Campus Experience Manager
Dominican University

Job Info

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PRIMARY PURPOSE/POSITION SUMMARY:

The Campus Experience Manager is a full-time exempt level position that has the primary responsibility of ensuring that all prospective students, their families and group tours receive a consistently excellent Prospective Student experience beginning with their visit to Dominican University's campus utilizing the Campus Tour as one of the primary conduits for this experience. To that end, the Manager implements and manages a student-focused, customer service management process, coordinates and implements programs and curated experiences for prospective students and their families visiting Dominican.

The Manager will be responsible for planning and executing campus visit programing for prospective students, their families and group tours by serving as the point of contact for visitors for personalized visits and larger events hosted through the Office of Undergraduate Admission. The Manager plans specific university prospective student experiences in collaboration with a broad representation of campus constituencies to design programs to showcase the university, increase yield from campus visits, as well as promote student academic success. Responsibilities include ensuring a strong, consistent visit experience the positively influences enrollment, including: planning and continuously evaluating and strengthening the overall tour experience, building personalized visit agendas, collaborating with Admission Counselors to coordinate all admission events from preview days, open houses, admitted student days, etc. The Manager serves as the primary supervisor of Student Ambassadors and tour guides, and develops a robust training and ongoing development program.

Reporting to the AVP for Undergraduate Enrollment, the Manager will assist in achieving freshman and transfer enrollment goals through the campus visit experience and participating in activities involving student recruitment. The Manger will supervise the Welcome Center student staff including a graduate assistant, student workers, and tour guides.

EXPECTATIONS FOR ALL DOMINICAN EMPLOYEES:

Support the University's mission of preparing students to pursue truth, to give compassionate service, and to participate in the creation of a more just and humane world.

JOB COMPONENTS/PRINCIPLE DUTIES AND RESPONSIBILITIES:

Responsibilities include, managing the Dominican Welcome Center, hiring, managing and training members of the university Student Ambassador Program, coordinate effective campus tours, and help in other visit and recruitment events sponsored by the Division of Enrollment Management & Marketing. The manager will also have oversight of student-centered, Customer Resource Management (CRM) communications focused on tours and events and will be responsible for effective communications about campus visits and experiences with prospective student and families by managing, utilizes and further developing the appropriate communication tools for those purposes such as Admission Mobile App, CRM event invites, reminders and communications as well as the Unibuddy Program.

Manage University Welcome Center

• Ensure hospitality and high level customer service is met with every visitor to the welcome center
• Ensure the space is organized, and is meeting the needs of prospective students and families when they visit campus
• Ensure a welcoming and efficient check in experience for all visitors
• Train and supervise all welcome center staff
• Coordinate events and use of space with partner offices

Coordinate Student Ambassador Program / Campus Tours

Direct, manage and oversee the Stars Ambassador program (30-40 current students)

• Plan and execute a high-quality, high impact, customer-service focused campus tour experience and continuously evaluate and improve the experience
• Create and maintain a high-quality virtual visit experience to supplement the on-campus offerings
• Develop an ongoing evaluation tool to seek feedback from visiting students and families to strengthen our campus visit experience
• Carefully track campus tour numbers, and work collaboratively with admissions and marketing team members to drive new visits to campus
• Work collaboratively to plan and implement the comm flows related to campus visits (reminders, schedules, follow up surveys, thank you notes, etc.)
• Optimize planning for the group tour experience
• Develop an annual training & orientation program for Student Ambassador and Tour Guides
• Recruit, hire and train new student ambassadors, including a student leadership team of four
• Build a positive, fun culture among ambassadors, to retain our talented student workers
• Ensure Campus tour is kept current and optimized for showcasing Dominican
• Provide ongoing professional development, motivation and recognition of ambassadors, including the leadership team
• Conduct an annual program year-end program evaluation

Manage Visitor Communications and the Unibuddy Program

• Manage CRM invite, reminders and event communications for campus visitors
• In coordination with OMC, oversee and manage Mobile App content and experience
• Select and train ambassadors using Unibuddy program
• Coordinate website visit placement with Dominican's web team
• Attend Unibuddy professional development opportunities
• Provide AVP monthly reports for prospective student visit reports

Competencies:

• 4-6 years of working with student ambassadors, tour guides and managing campus experiences
• Strong organizational and communication skills
• Effective use of customer relationship management tool (Slate or Salesforce)
• Possesses a disposition of high energy and passion for good service
• Develop a strong working knowledge and appreciation of Dominican University's programs and offerings

QUALIFICATIONS:

All qualifications are required unless otherwise indicated.

Knowledge, Skills and Abilities:

• Candidate must be goal oriented.
• Must be personable, outgoing, and professional in demeanor.
• Must be an excellent communicator (both oral and written) and possess excellent public speaking skills.
• Must work collegially with faculty and staff across University.
• Must have a high attention to detail and the ability to evaluate programs for continuous improvement
• Ability to effectively use technology to communicate with students and maintain an actionable database for the office (Microsoft Office and CRM)
• Experience in providing high-quality customer service focused experiences required
• Experience in providing training and building a sense of team preferred
• Bilingual/Spanish preferred

Education and Experience:

• Bachelor's degree
• Enrollment management and/or event planning experience required

Offer will be pending a background screening.

About Dominican University:

Founded in 1901, Dominican University is a comprehensive, coeducational Catholic institution. Dominican University is a relationship-centered community rooted in a vibrant liberal arts and sciences education, offering rigorous, integrative, and innovative undergraduate, graduate and professional programs. It is known for its excellent academic programs, the care and respect with which it mentors its students, its enduring commitment to social justice, and the enriching diversity of its students, faculty and staff. U.S. News & World Report ranks Dominican #10 among master's-level universities in the Midwest. Dominican is also ranked #1 in the Chicago area and #3 in the Midwest in the "Top Performers in Social Mobility" category - making the university one of only two schools in the country within the Regional University category to be ranked among the top #10 overall and as an exemplar in social mobility.

Dominican is recognized by the U.S. Department of Education as a Hispanic-Serving Institution (HSI). Approximately 50% of the 3,000 currently enrolled students are Hispanic. Among undergraduates, 63% are Hispanic, 50% are Pell-eligible and 48% are the first in their families to attend college. Located on a 37-acre wooded campus in suburban River Forest, Illinois, and just 10 miles west of downtown Chicago, the university provides students and alumnae/i an accessible and welcoming location and superb access to a wealth of career, intellectual and cultural opportunities.

To Apply:

Applicants will be asked to submit a cover letter and CV and a list of 3 references. In the cover letter, the applicant should address work and other opportunities they have had to interact and serve in high needs and diverse populations and other interactions with students. Applicants who progress in the search process will be asked to provide official transcripts. A background screening is required upon hire.

Dominican University is an equal opportunity employer and is dedicated to the goal of building a faculty and staff committed to teaching and working in a multicultural environment. We seek a diverse pool of applicants who bring varied experiences, perspectives and backgrounds. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

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