About the Position :
This role is an on-campus, in-person position.
The Director of Admission of Student Experience is responsible for the strategy, management, daily operations, training and student visitor experience in the Office of Undergraduate Admission which includes staffing, tours, events, group visits, premier customer service and hospitality.
The candidate will ensure all events meet or exceed the expectations of prospective students, their families and campus partners through a commitment to innovation and evaluation.
Also serves as the visitor champion, crafting a culture that connects service and an SMU experience in never-before-combined ways.
Essential Functions :
Chief of strategy and implementation for all visitor experiences in the Office of Admission internal and external from inception to execution including customer service and brand building.
Build and maintain professional working relationships with campus partners, vendors, and other stakeholders.
Collaborate with Admission Marketing and University Marketing on the creation of pre-and post-event communications, presentations, signage and materials.
Ensure a user-friendly visit registration and follow-up experience for students, families, and groups. Work to ensure guests receive a world-class, welcoming experience from their invite to the conclusion of the event.
Lead the visitor experience with innovative ideas, listening to feedback from guests and team members
Manage the team members who supervise Student Ambassadors and Admission Events including but not limited to : day to day operations, weekly meetings, training, and event preparation.
Hire, train, coach and develop staff as needed. Ensure all teams have the tools and training to deliver customer service practices as approved by the organization.
Conducts ongoing analysis of customer experiences through survey platforms, focus groups, team input and other touchpoints to drive continuous improvements and innovative solutions for the visitor experience.
Stay up to date with industry trends and best practices, implementing proactive visitor engagement opportunities to deepen our relationship and show up in ways students and their families would never expect.
Qualifications
Education and Experience :
A Bachelor's degree is required; a Master's degree is preferred.
A minimum of five (5) years of experience is required.
College admission or related regional admission and event and student volunteer management required, preferably at a residential not-for-profit, selective college or university;
experience in high school counseling considered but not required; at least three years of experience in management of full-time, professional staff required.
Knowledge, Skills and Abilities :
Candidate must demonstrate strong interpersonal and verbal communication skills, with the ability to communicate broadly across the University and develop and maintain effective relationships with a wide range of constituencies.
Must also demonstrate strong written communication skills.
Candidate must possess strong problem-solving skills with the ability to identify and analyze problems, as well as devise solutions.
Must also have strong organizational, planning and time management skills.
Significant demonstrated knowledge of admission and student management required; mastery of oral and written communication, interpersonal and organizational skills required;
demonstrated ability to use quantitative and observational data to analyze a problem and recommend solutions
Software skills : Proficiency in MS Word, Excel and Outlook required; knowledge and familiarity of CRM system desirable
A valid driver's license, good driving record and ability to drive evenings / nighttime is required.
Physical and Environmental Demands :
- Sit for long periods of time
- Bend, Squat, Stand
- Walk for long distances
- Reach above shoulders
- Carry / Lift up to 50 lbs.
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