Penn State University · 1 month ago
Director, Enterprise Constituent Relationship Management Office
United States
Full-time
Remote
Director/Executive
$123K/yr - $191K/yr
10+ years expPenn State University is seeking a collaborative and inclusive leader for the role of Director of the Enterprise Constituent Relationship Management (eCRM) Office. This strategic position involves defining and scaling the governance and direction of the eCRM program, enhancing engagement and service delivery for the university community, and fostering partnerships across departments to improve the student experience.
Higher Education
No H1B
Responsibilities
Functional Sponsorship of eCRM Phases: Provide strategic guidance and oversight throughout each phase—from planning and design to implementation and post-launch optimization. Ensure alignment between business needs, technical execution, and enterprise goals while championing adoption and stakeholder engagement
Strategic Governance and Vision: Develop and implement governance models that address immediate operational needs and scale responsibly as the program evolves. Define clear structures for accountability, decision-making, and collaboration across divisions
Cross-Departmental Collaboration and Partnership Development: Build and nurture effective partnerships across university departments and with external vendors to enable integrated and efficient CRM solutions
Multi-Year Strategic Roadmap: Collaborate with stakeholders to develop, communicate, and execute a forward-looking roadmap that balances cutting-edge innovation with sustainable organizational value, centered primarily on improving the student experience
Constituent Experience Enhancement: Partner with university leaders to drive initiatives that optimize the student journey and overall constituent engagement leveraging technology, data analytics, and user feedback to drive measurable impact
Leadership and Team Development: Provide leadership and mentorship to the eCRM team, ensuring alignment of tactical execution with strategic objectives. Foster a culture of excellence, innovation, and continuous improvement in CRM operations that align with the university’s mission and objectives
Stakeholder Communication and Advocacy: Serve as the primary point of contact who champions the realized value and measurable outcomes of eCRM solutions to executive leadership, the board of trustees, and the broader university community. Deliver clear, data-driven insights and narrative reports that demonstrate impact on priority areas such as student experience, operational efficiency, and cost savings, ensuring strategic stakeholders understand both the qualitative and quantitative benefits provided by the program. Advocate for internal stakeholders, ensuring that their perspectives are acknowledged, their needs are addressed, and they are informed about new tools, processes, and enhancements
Fiscal Accountability and Impact Measurement: Manage program budgets prudently and implement rigorous methods to quantify and communicate tangible monetary and organizational value in an environment where analytics may be nascent
Data Governance and Analytics: Provide leadership in developing data governance and stewardship frameworks that ensure accuracy, accountability, and transparency of constituent data. Utilize data analytics to gather insights into user engagement and satisfaction metrics. Develop comprehensive reports and dashboards that provide actionable information to stakeholders, thereby driving decisions that elevate the overall user experience. Analyze CRM data to identify trends and opportunities, providing actionable insights to improve student engagement and institutional outcomes
Influence and Collaboration: Act as a bridge-builder who leads by influence across decentralized teams, fostering alignment and collaboration within a complex matrixed organization
Qualification
Required
Proven experience leading strategic CRM or digital transformation initiatives in complex, matrixed organizations
Demonstrated ability to establish governance, oversee scaled operations, and balance strategic oversight with operational management
Success managing teams, including operational leaders with a focus on mentorship and performance excellence
Expertise in defining, measuring, and communicating program impact and ROI
Strong financial acumen and budget management capabilities
Exceptional interpersonal, communication, and influencing skills suited to navigating autonomous, cross-functional environments
Bachelor's Degree
10+ years of relevant experience, includes 5+ years of supervisory experience; or an equivalent combination of education and experience accepted
Relevant work experience should include experience in positions that combine strategic leadership and operational oversight
Experience in CRM, enterprise technology leadership, program management, or related domains
Preferred
Experience with the Salesforce platform is highly desired
Advanced degree in Information Technology, Business Administration, or related field is preferred
Benefits
Comprehensive medical, dental, and vision coverage
Robust retirement plans
Substantial paid time off which includes holidays, vacation and sick time
Generous 75% tuition discount, available to employees as well as eligible spouses and children
Company
Penn State University
There’s a reason Penn State consistently ranks among the top one percent of the world’s universities.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Hamza Jamjoom
Co-Founder - Arts & Architecture Student Council
Kara Pytko
Co-founder of Virtual Scientist Webinar Series
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