SAMPOERNA UNIVERSITY - CRM & CALL CENTER COORDINATOR

Sampoerna University; Jakarta Pusat; On-site; IDR 401,760,000 - 669,600,000; Full time

Job summary

Sampoerna University seeks a CRM and recruitment operations specialist to optimize the student lifecycle from inquiry to enrollment. You will convert records into actionable insights, maintain journey definitions, and coordinate cross‑functional delivery with academics, Finance/Admissions, and IT teams.

Applicants should have strong data skills, experience in CRM reporting, cohort analysis, and stakeholder management, with a background in higher education or high‑value service environments

Qualifications

• Master’s degree or equivalent work experience preferred.
• 7+ years experience in CRM, recruitment ops, analytics or related fields.
• 3+ years leading workflows, analysis, or cross-functional improvement initiatives.
• Experience in higher education or high-consideration service environment preferred.
• Strong hands-on CRM reporting, dashboard development and cohort analysis.
• Knowledge of SQL or equivalent data skills desirable.
• Ability to translate data into clear operational decisions and recommendations.
• Strong stakeholder management and communication skills.

Responsibilities

• Own the student-journey operating model and maintain journey definitions.
• Convert records into advisor-ready, actionable student insights.
• Enforce recruitment follow-through with clear owner, action and dates.
• Diagnose barriers and coordinate intervention across teams.
• Produce enrollment intelligence and forecast trends with evidence-based insights.
• Govern omnichannel engagement and manage CRM communications.
• Maintain data quality and governance, including consent controls.
• Coach teams on diagnosing issues and testing improvements.

Skills

CRM

Recruitment operations

Analytics

Stakeholder management

Data interpretation

SQL

SharePoint

Event management

Dashboard development

Education

Master’s degree or equivalent

Tools

CRM software

SharePoint

SQL

Excel

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; elevate 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.