Senior Administrative Executive, Prospect Experience, Admissions and CRM

The postholder will report to the Manager Prospect Experience and Admissions.

This role will work within a cross-functional team to shape and deliver effective communication strategies and plans to support the strategic objectives of our Marketing Recruitment Admissions and Communications (MRAC) teams. As part of a Global University the incumbent would be expected to work collaboratively across teams in other campuses. The postholder plays a key role in managing and optimising the CRM system supporting admissions processes and enhancing the prospect experience throughout the student recruitment journey. This position ensures accurate data management efficient application processing and effective communication strategies to drive engagement and conversion.

The role will be based at the Universitys campus in Putrajaya the administrative capital of Malaysia.

Key Duties and Responsibilities

1. CRM Management & Optimisation
   1. Maintain and optimise CRM functions including systems integration configuration and customisation workflows adjustments data dashboards creation.
   2. Champion CRM as a channel owner driving forward to maximise its use across the student recruitment journey to drive engagement and conversion.
   3. Plan and implement CRM communication strategies at university school and subject level.
   4. Manage CRM marketing automation integration and maintenance of ESP applications (Email Service Providers).
   5. Manage leads collection processes and bulk data management.
   6. Create and maintain business process documentation ensuring compliance in all CRM-related activities.
   7. Manage automation and integration of CRM with other marketing and recruitment platforms.
2. Admissions & Prospect Experience
   1. Process local and international applications to generate offers using CRM and Student Administrative System with 100% accuracy including qualification assessment validation of authenticity of results and defining entry requirements.
   2. Participate in recruitment activities such as education fairs roadshows Open Days and other promotional events.
   3. Perform any other tasks relevant to supporting admissions and recruitment processes.
3. CRM Data Analysis & Reporting
   1. Analyse student recruitment trends and patterns to inform strategy.
   2. Evaluate student recruitment performance metrics to identify efficiency improvements.
   3. Develop student recruitment forecasts and predictive models based on historical data and market trends.
   4. Produce periodic reports on student recruitment metrics and present actionable insights to the department and management.
   5. Provide visually engaging data analysis (charts graphs and interactive dashboards) to support decision making and.
   6. Collaborate with the student recruitment team and other departments to provide data-driven recommendations for optimising strategies programmes tuition fees and segmentation.
   7. Support Cost of Acquisition analysis and related projects to ensure effective MRAC strategies.
   8. Monitor and audit data quality to maintain accuracy completeness and integrity of student recruitment data.

All HWUM staff endeavours will embody our shared values of: Inspire Collaborate Belong and Celebrate.

Please note that this job description is not exhaustive and the role holder may be required to undertake other relevant duties commensurate with the grading of the post and its general responsibilities. Activities may be subject to amendment over time as the role develops and/or priorities and requirements evolve.

Person Specification

This section details the attributes e.g. skills knowledge/qualifications and competencies which are required in order to undertake the full remit of the role.

Essential

• Diploma/ Degree (or equivalent qualification)
• Competent in the use of relevant IT packages and CRM specific packages such as Salesforce MS Dynamics etc.
• Experience and understanding of data analysis and evaluation to meet business needs.
• Ability to research analyse and present complex information effectively with good attention to detail.
• High level organisational skills with the ability to prioritise major developments and to function effectively in a pressured environment.
• Adequate written and verbal communication skills.
• Ability to work effectively both independently and as part of a team.
• High proficiency to use Microsoft Excel as a tool for data analysis.
• Proficient in data visualization tool such as Microsoft Power BI
• Enjoys being part of a start-up campus developing the role as the campus grows and willing to take a Hands on approach from the outset.

Desirable

• Degree in Information Systems / Data Science / Statistic / Digital Marketing Market research / Business or related field.
• Experience of working in Higher Education sector
• Project Management in CRM campaigns and delivery e.g. customer experience data quality audience creation reporting etc.
• Interpret prepare analyse and deliver reports to senior management and colleagues.
• Providing detailed explanations of systems procedure or technical information both verbally and in writing.

Essential Criteria these are attributes without which a candidate would not be able to undertake the full remit of the role. Applicants who do not clearly demonstrate in their application that they possess the essential requirements will normally be eliminated at the short-listing stage.

Desirable Criteria these are attributes which would be useful for the candidate to hold. When shortlisting these criteria will be considered when more than one applicant meets the essential criteria.

Application Process

Applications should be submitted to Careers system.

Applications must be submitted by 13 March 2026. If you are not contacted by the selection committee by 20 March 2026then please assume that on this occasion your application has been unsuccessful.

The University is committed to equality of opportunity.