Marketing Cloud Administrator

Department: Division of Enrollment Management

Classification: Info Technology Spec 3

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Workplace Type: Hybrid Eligible

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About the Department:

In collaboration with the George Mason University community, and as part of the Office of the Provost, the Division for Enrollment Management optimizes student recruitment and retention by developing and implementing strategic enrollment plans, overseeing the admissions process, providing financial aid services, and managing the Mason Student Services Center-a centralized student services resource. The Division's activities support the achievement of institutional enrollment goals by placing the student (and family) at the center of our work, supporting a culture of transparency, and leveraging data to inform decision-making.

The Provost Salesforce team, comprised of Salesforce Administrators, Business Analysts, and Trainers, is charged with the support and maintenance of Enrollment Management-related functionality, data integrity, and operations within the university's Salesforce environment.

About the Position:

The Marketing Cloud Administrator is a key member of the Enrollment Management Salesforce team. Reporting to the Executive Director of Enrollment Services, the Marketing Cloud Administrator is a cross-functional role with responsibilities to multiple constituents within the Provost's Office, including Enrollment Management, University Life, Graduate Education, and Undergraduate Education. The role works collaboratively on the centralized Provost Salesforce team with other talented Salesforce Administrators, Managers, Developers, and Analysts. This position is responsible for the day-to-day support and technical maintenance of Mason's Marketing Cloud tool, and will be required to work with creative/strategic marketing and communications staff from across the Provost's Office to schedule, maintain, and deploy multi-channel marketing journeys through the tool. The role requires a deep understanding of the Salesforce platform and its capabilities, specifically Marketing Cloud, and will be expected to make recommendations regarding the ongoing Salesforce deployment and expansion.

Responsibilities also include daily operational support, configuration changes, reporting, training, troubleshooting, and stakeholder engagement to ensure applications meet their current and evolving marketing and communications needs. The position helps represent technology needs to central IT operations at George Mason University, ensuring technology solutions are optimized. This role will be expected to seek additional guidance and information from relevant communities and/or user groups related to Salesforce and Marketing Cloud. This position provides technical leadership, training, and support to staff members, as needed.

Responsibilities:

• Platform Administration - Marketing Cloud:
  
  
  
  • Provides day-to-day administration and configuration of the Salesforce Marketing Cloud platform that adheres to industry standards and meets university technical/functional business needs;
  • In collaboration with strategic/creative marketing and communications leaders across the Office of the Provost, utilizes Marketing Cloud/Journey Builder to create, maintain, and monitor cross/multi-channel marketing campaigns;
  • Provides input and insight for the creation and maintenance of data integrations and extension between systems;
  • Partners with the Salesforce COE to strategize, design, develop, and implement projects within the Salesforce system and Marketing Cloud;
  • Measures, tracks, and disseminates marketing analytics reports that include metrics such as campaign ROI and effectiveness;
  • Analyzes requests and produces management-level reports for platform health and utilization to help inform strategic planning and decision support;
  • Proactively researches email and mobile deliverability and engagement best practices, and applies those practices;
  • Monitors and troubleshoots e-mail deliverability issues;
  • Reviews release notes and disseminates relevant release and upgrade information in a timely fashion;
  • Maintains open lines of communication with all parties to ensure that solutions are optimized to meet defined requirements and delivery schedules; and
  • Serves as subject matter expert on Salesforce Marketing Cloud technology, features, and offerings.
  
  
  
  

• Business Process Support:
  
  
  
  • Develops creative solutions for implementing new initiatives as they relate to Salesforce Marketing Cloud for Enrollment Management-related services, including Admissions (inclusive of ADVANCE), Financial Aid, Student Accounts, Registrar, and University Life offices;
  • Applies a broad range of Salesforce principles, best practices, and procedures to complete difficult and complex assignments, including project management activities such as defining scope, scheduling tasks/resources, and tracking and documenting status;
  • Follows technical guidelines and standards for project implementation to develop technology solutions related to the enterprise CRM and other related technology platforms and associated processes in coordination with other Salesforce Administrators, Business Analysts, Developers, and end-users; and
  • Seeks business process enhancement and automation and stays abreast of regular releases to help analyze new technologies, create new processes, and recommend and document enhancements to Salesforce.
  
  
  
  

• Support End-Users and Maintain User Engagement:
  
  
  
  • Advocates for Salesforce user engagement and continued process improvement;
  • Manages account configuration and setup for business units and users;
  • Develops strong and effective relationships with key enrollment related campus stakeholders related to the use of Salesforce and Marketing Cloud;
  • Spearheads troubleshooting and documenting solutions for users and process issues, and assists with system release updates and enhancements;
  • Creates and manages various Salesforce-based dashboards and associated marketing reports, and provides operational and technical support to end-users; and
  • Provides necessary day-to-day operational support to users related to Salesforce Marketing Cloud.
  
  
  
  

Required Qualifications:

• Bachelor's degree in related field or equivalent combination of education and experience;
• Marketing Cloud Administrator Certification;
• Significant progressive leadership experience in consulting, higher education, or related field;
• Substantial experience administering Salesforce Marketing Cloud, including understanding of the SFMC data model and management;
• Substantial experience administering a complex Salesforce environment using SCRUM/AGILE methodology;
• Significant experience working in student information and CRM systems;
• Considerable experience with automation and maintenance of digital marketing systems including building campaigns, designing flows, and managing data extensions;
• Considerable experience with preference centers and subscription management;
• Considerable experience working with a diverse set of stakeholders and ability to manage multiple projects and priorities;
• Considerable project management experience, with experience managing multiple projects/tasks simultaneously;
• Substantial demonstrated organization and time management skills;
• Substantial experience providing technical user support, testing system releases, patches, and upgrades;
• Deep technical understanding of the Salesforce platform and its capabilities and ability to analyze technical issues and problems effectively, and provide Salesforce-based solutions;
• Knowledge of complex relational database design and application;
• Demonstrated proficiency with Journey Builder;
• Ability to be a creative thinker, and have intellectual curiosity to bring innovation and excellence to this key role;
• Demonstrated exceptional written and verbal communication skills;
• Demonstrated exceptional interpersonal skills with the ability to work creatively and collaboratively with internal and external constituents;
• Ability to manage change effectively;
• Ability to be organized and detail-orientated; and
• Excellent knowledge of basic computer applications and equipment.

Preferred Qualifications:

• Considerable experience working in higher education or within an educational or related field;
• Substantial demonstrated experience and understanding of the value of technological innovations within the higher education space;
• Significant sensitivity to cultural issues in a diverse environment;
• Significant demonstrated experience with being a creative thinker;
• Demonstrated knowledge of Salesforce Education Cloud, Service Cloud, Sales Cloud, Marketing Cloud, or related Salesforce application; and
• Ability to use Informatica Cloud or equivalent ETL tool.

Instructions to Applicants:

For full consideration, applicants must apply for the Marketing Cloud Administrator at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide cover letter and resume.

Posting Open Date: April 9, 2025

For Full Consideration, Apply by: April 23, 2025

Open Until Filled: Yes