Senior Director of CRM Systems

Senior Director of CRM Systems

Reporting to the VP of Technology & Innovation, Chief Technology Officer, the Senior Director of CRM Systems is responsible for providing enterprise leadership for UTFI’s Constituent Relationship Management (CRM) ecosystem and related advancement technologies. This position is responsible for maximizing business value, user adoption, and organizational impact by aligning CRM capabilities with fundraising, alumni engagement, stewardship, and operational priorities across the UT System.

The Senior Director serves as the primary bridge between advancement partners, campus stakeholders, and technical teams, ensuring solutions are user-centered, scalable, secure, and aligned with UTFI’s strategic roadmap. The role oversees CRM product strategy, user experience, governance, business analysis, system enhancements, and support services while leading a high-performing team focused on continuous improvement and innovation.

Strategic Leadership & Product Management: Lead the strategic direction, roadmap, and lifecycle management of UTFI’s CRM platform and related Advancement technologies. Align CRM enhancements and capabilities with fundraising, alumni engagement, stewardship, analytics, and organizational goals. Serve as a strategic advisor to leadership on technology opportunities, emerging trends, and platform innovation. Prioritize initiatives based on business impact, user needs, risk, and available resources.

CRM Operations & User

Experience:

Oversee the ongoing management, support, optimization, and adoption of the CRM platform. Champion a user-centered approach to system design, usability, accessibility, and training. Lead efforts to improve workflows, reduce manual processes, and increase automation and efficiency. Ensure timely resolution of user issues and delivery of high-quality support services. Develop communication plans, training resources, and engagement strategies that strengthen adoption across campuses and units.

Business Analysis & Solution Delivery: Partner with stakeholders to gather, analyze, and translate business needs into functional requirements, user stories, and solution designs. Lead cross-functional projects and enhancements from concept through implementation. Conduct process reviews and gap analyses to identify opportunities for improvement and long-term value. Support testing, quality assurance, user acceptance testing (UAT), and post-launch optimization. Maintain documentation for business processes, system functionality, and governance standards.

Data Governance, Security and Compliance: Lead CRM data governance initiatives to ensure data integrity, consistency, privacy, and responsible stewardship of donor and alumni information. Develop and implement policies, standards, and procedures related to data access, security, and compliance — aligned with broader university initiatives and best practices. Promote a culture of accountability and care in managing constituent data.

Leadership & Team Development: Provide leadership, coaching, and performance management for a team responsible for CRM support, user experience, and business solutions. Build a collaborative, customer-focused culture centered on continuous improvement and innovation. Support recruitment, retention, succession planning, and professional development, and manage vendor and external partner relationships as needed.

Campus & Stakeholder Engagement: Serve as a key partner to advancement leaders, campus representatives, and Central Services teams across the UT System. Facilitate meetings, presentations, and communications that translate complex technical topics into clear business value, and represent UTFI on committees, working groups, and strategic initiatives related to advancement technology and operations.

• Bachelor’s degree in information systems, business, technology, or related field
• 7+ years of progressive experience in CRM leadership, product management, business systems, advancement technology, or related areas
• Experience working in complex CRM environments (Salesforce preferred) with multiple stakeholders and enterprise-wide users
• Demonstrat…