SAMPOERNA UNIVERSITY - CRM & CALL CENTER COORDINATOR

amIT Global Solutions Sdn Bhd; Indonesia; On-site; IDR 300,000,000 - 520,000,000; Full time

Job summary

Sampoerna University in Indonesia seeks a senior operations professional to own the student-journey operating model, data-driven insights, and end-to-end recruitment processes within the university's CRM ecosystem. You will coordinate cross-functional teams, improve engagement across channels, and ensure timely and compliant handling of inquiries, applications, offers, and enrollments.

Experience in CRM, analytics, and higher education is preferred; strong communication and stakeholder

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.

Responsibilities

• 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; upscale 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.

Skills

Stakeholder management

Communication & leadership

Data-driven decision making

Problem solving

Process improvement

Education

Master's degree in a relevant field

Tools

CRM software

SharePoint

Event management software

SQL or data skills

Job description

Sampoerna University is the only university in Indonesia that offers an American-style higher education experience. As part of the Sampoerna Schools System, it represents the culmination of the nation's only integrated system of schools based on international standards of quality.

Sampoerna University operates programs under the licensure and credentialing authorities of the Ministry of Education and Culture of the Republic of Indonesia. Set up with national and international standards, Sampoerna University is uniquely qualified to make substantive contributions to society through education.

Sampoerna University is more than just a campus — it is a learning community that prepares students to succeed both academically and professionally. Here, students will not only learn and acquire academic rigor—they will be challenged to think, perform, and grow to a more advanced level. With our programs, students are assured to have better skills and credentials that will open the doors to both national or international careers after they graduate.

Sampoerna University Vision

Sampoerna University aspires to foster future leaders with strong moral character and internationally competitive skills sets, enabling them to actively participate in building a more prosperous, equitable, respected, and globally competitive Indonesia.

Sampoerna University Mission

Sampoerna University aims to provide students affordable access to education that meets the highest international standards. Sampoerna University offers a curriculum unique in Indonesia built around an American general education core, successfully preparing students for credential completion at Sampoerna University or for recognized transfer abroad. We also provide a full spectrum of cocurricular and pre-professional opportunities that ensure student success, preparing leaders for a global society.

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; upscale 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.