Director of CRM; Customer Relationship Management)& Student Systems

Director of CRM & Student Systems – Overview

The Director of CRM & Student Systems provides strategic leadership for the college’s customer relationship management (CRM) platform implementation, strategy, governance, and performance across the student lifecycle. Reporting to the Dean of Community and Student Engagement, this role partners with Enrollment, Marketing, IT, Student Affairs and other areas of the college to ensure CRM tools and processes support recruitment, onboarding, and engagement goals.

• Provide institutional leadership for CRM implementation, strategy, governance, and performance across the student lifecycle.
• Translate enrollment and student success priorities into CRM‑supported workflows, engagement models, and reporting requirements.
• Establish and maintain CRM governance for system configuration, business processes, communications, documentation, and operational standards.
• Collaborate with Information Technology to ensure system integrations, security, data integrity, and platform reliability.
• Establish performance measures, dashboards, and reporting strategies that evaluate CRM effectiveness and institutional outcomes.
• Develop institutional standards for CRM requests, prioritization, release planning, and adoption to ensure alignment with institutional goals and capacity.
• Lead change management efforts to support effective CRM adoption and consistent use across departments.
• Collaborate with Marketing, Student Affairs, and Institutional Research to prioritize CRM enhancements and resolve cross‑functional needs.
• Supervise CRM staff, including setting priorities, approving work plans, and evaluating performance.
• Additional duties may be assigned as necessary to support the goals and objectives of the department and college.

• Bachelor’s degree from an accredited institution of higher education.
• At least three (3) years of progressively responsible professional experience leading enterprise technology initiatives, business systems, project management, organizational change, process improvement, or technology‑enabled operations.
• Experience demonstrating success in leading cross‑functional initiatives involving multiple stakeholders; managing enterprise software implementations; developing or improving organizational business processes; establishing governance, operational standards, or institutional procedures; managing organizational change or technology adoption initiatives; supervising professional staff or leading significant cross‑functional teams, projects, or organizational initiatives.

• Master’s degree from an accredited institution of higher education.
• Experience in higher education in recruitment, enrollment management, admissions operations, marketing automation, or student success workflows.
• Knowledge of CRM concepts, data governance principles, and lifecycle‑based engagement strategies.
• Skill in translating institutional goals into system requirements, priorities, and measurable outcomes.
• Ability to communicate effectively with executive leadership, technical staff, and non‑technical stakeholders.
• Ability to lead cross‑functional collaboration while maintaining clear roles and decision authority.
• Strong analytical, organizational, and project management skills.
• Strong written and verbal communication skills, including the ability to facilitate complex discussions.
• Ability to adapt to changing priorities and guide continuous improvement efforts.

• Knowledge of CRM concepts, data governance principles, and lifecycle‑based engagement strategies.
• Ability to translate institutional goals into system requirements, priorities, and measurable outcomes.
• Effective communication with executive leadership, technical staff, and non‑technical stakeholders.
• Leadership of cross‑functional collaboration with clear roles and decision authority.
• Strong analytical, organizational, and project management skills.
• Strong written and verbal communication skills, including facilitation of complex discussions.
• Adaptability to changing priorities and guidance of continuous improvement efforts.

• Frequently:
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