Campus Experience Manager

Stevens Institute of Technology; Hoboken (NJ); On-site; USD 70,000 - 95,000; Full time

Job summary

Stevens Institute of Technology in Hoboken, NJ is seeking a Campus Experience Manager to support the Division of Enrollment Management by coordinating daily campus visits, group and private tours, and ambassador programs. The role acts as the first contact for campus tours and manages tour communications within the division's CRM.

You will oversee recruitment, training, supervision and scheduling for tour guides and student ambassadors, while collaborating with the events team to enhance visitor

Qualifications

• Bachelor's degree and a minimum of 5 years of higher education or demonstrated experience in customer service, tours or college admissions.
• Student-centric mindset focused on prospective students and families.
• Commitment to welcoming, respectful environment and strong teamwork.

Responsibilities

• Serve as the primary point of contact for campus tours and support admissions strategy and execution.
• Supervise student tour guides and ambassadors with hiring, scheduling, and communication duties.
• Develop and maintain a tour guide training manual with policies and responsibilities for tours and events.
• Utilize Slate CRM for campus tour communications, publishing tours, and managing the tour guide portal.

Skills

Customer service

Public speaking

Organizational skills

Supervisory skills

Communication

Education

Bachelor's degree

Tools

Slate CRM

Microsoft Office

Job description

Job Description

The Campus Experience Manager will be responsible for supporting the strategic goals of the Division of Enrollment Management through managing daily, group and private campus visits and serving as the first point of contact for campus tours. This role will manage communications related to these events within the division's CRM system and will maintain a campus tour calendar. This person will oversee recruitment, training, supervision and scheduling for tour guides and student ambassadors along with providing support for Enrollment Management events.

The Campus Experience Manager will report to the Director of Campus Experience and Events and will work within and assist the Division of Enrollment Management, which includes Undergraduate Admissions and Pre-College Programs, Graduate Admissions, Financial Aid, Student Enrollment Services Hub, Operations and Planning, and Systems, Data and Reporting.

Primary responsibilities are, but not limited to:

• Serve as the primary point of contact for campus tours and support the admissions team in recruitment strategy and execution through campus tour and ambassador program management
• Supervise student tour guides and ambassadors through hiring, scheduling, coordinating and communicating updates through various modes of communication and provide clear direction, expectations and feedback
• Develop and maintain a tour guide training manual outlining policies and procedures, expectations and responsibilities for tours, visit programs and Enrollment Management events
• Utilize Slate, the division's CRM system, for functions and activities related to the campus tour experience including publishing tours, managing day-to-day campus event communications, maintaining the tour guide portal, etc.
• Create and maintain a campus tour calendar and facilitate presentations or tours when staff members or tour guides are unavailable
• Lead and collaborate with Enrollment Management and other on-campus departments to continuously enhance the experience and visitor engagement across tours, information sessions, group visits, visit days and all other division events using feedback and university strategic goals
• Develop and implement new and innovative initiatives, programs and events for prospective students and families that strengthen the visitor experience and authentically showcase programs, resources and opportunities Stevens provides
• Partner closely with the events team to coordinate tour guide and ambassador involvement in Enrollment Management events, ensuring clear roles, responsibilities, training and communication before and during events
• Ability to remain organized, flexible and composed in a fast-paced environment while responding to changing visitor, event and operational needs
• Develop, manage and evaluate the alumni ambassador program in partnership with key stakeholders
• Prepare materials for campus tours and manage inventory and ordering of tour-related materials as needed
• Leverage artificial intelligence (AI) tools and emerging technologies to enhance workflows, identify opportunities for process automation, support data-informed decision-making and improve operational efficiency, while ensuring the responsible, ethical and effective use of AI across enrollment management functions

Other duties as assigned

Qualifications and Requirements:

• Bachelor's degree and a minimum of 5 years of higher education or demonstrated experience in customer service, tours or college admissions
• A student-centric mindset that puts the needs of our prospective students and families first and demonstrates a commitment to creating a welcoming, informative and memorable visitor experience
• Demonstrated commitment to developing and fostering best practices and policies that promote a welcoming, respectful and supportive environment for all members of the University community
• Sound supervisory skills to oversee and manage student workers
• Outstanding customer service skills and the ability to create an immediate rapport with a wide range of constituents
• Capacity to work independently and within a team structure
• Ability to establish and maintain excellent working relationships with others and collaborate across both the enrollment management team and teams outside of the division
• Flexible schedule, some nights and weekends required
• Excellent written communication and public speaking skills
• Outstanding organizational, planning and documentation skills with a proven emphasis on attention to detail and the ability to juggle multiple responsibilities simultaneously
• Ability to think outside the box and continuously identify opportunities to improve the visitor experience and processes
• Demonstrated maturity, professionalism, sound judgment and discretion, with the ability to navigate sensitive situations and exercise good judgment independently
• Advanced knowledge of the Microsoft Office Suite, primarily Outlook, Word, Excel and PowerPoint
• Experience with Slate or a similar CRM system is pre