Responsibilities

• 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

Requirements

• 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 must demonstrate success in most of the following areas:
• Leading cross-functional initiatives involving multiple stakeholders
• Managing enterprise software implementations or technology-enabled projects
• 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
• Applicable equivalencies (work experience and/or educational achievements) may be considered on the above minimum qualifications

Preferred

• 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