Director ECRM Office
Director ECRM Office
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$ 109300 - 164000
1 Vacancy
Job Description
APPLICATION INSTRUCTIONS:
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CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State please login to Workday to complete the student application process. Please do not apply here apply internally through Workday.
If you are NOT a current employee or student please click Apply and complete the application process for external applicants.
JOB DESCRIPTION AND POSITION REQUIREMENTS:
Penn State University is excited to announce an opportunity for a talented and experienced individual to join us as the Director of the Enterprise Constituent Relationship Management (ECRM) Office! This pivotal role is all about strengthening our connections with our vibrant community including staff students alumni and faculty. Were looking for a dynamic leader who can create and implement cuttingedge strategies that harness technology to promote engagement enhance communication and elevate service delivery across the university. Youll collaborate with various departments to enrich recruitment retention and the overall student journey through innovative CRM approaches and insightful data analysis. Were in search of a creative thinker who loves building strong relationships and fostering teamwork to help achieve PSUs enrollment and advancement goals. If youre ready to take on this challenge we cant wait to see how youll shine in this position!
Key Responsibilities:
Leadership and Team Development: Provide strong leadership to the ECRM team fostering collaboration and accountability. Additionally the Director will offer mentorship and opportunities for professional development to nurture team members growth and effectiveness. They will also provide leadership and support to staff fostering a culture of continuous improvement and excellence in CRM practices. Regular reporting on CRM performance and outcomes to senior leadership is a critical aspect of this role ensuring transparency and informed decisionmaking.
Strategy Development: Formulate and execute a comprehensive ECRM strategy that aligns with the universitys mission and objectives focusing on enhancing the user experience for all stakeholders. The ECRM Director will oversee the setup maintenance and optimization of the CRM system to address the universitys evolving needs. Compliance with data privacy regulations and institutional policies is paramount and the ECRM Director will ensure all CRM activities adhere to these standards.
CrossDepartmental Collaboration: The ECRM Director will work closely with crossfunctional teams including IT and university partners to ensure seamless integration and utilization of the CRM system across departments.
Technology Implementation: Lead the implementation and optimization of advanced ECRM tools and systems that effectively satisfy the needs of the university community ensuring that these systems are userfriendly and enhance operational efficiency.
Data Analytics and Reporting: 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.
Stakeholder Communication: Serve as the primary point of contact and advocate for internal stakeholders ensuring that their perspectives are acknowledged their needs are addressed and they are informed about new tools processes and enhancements.
Innovation and Best Practices: Monitor industry trends and best practices in customer relationship management evaluating their applicability within the educational context. Advocate for and implement organizational changes that incorporate innovative technologies and methodologies.
Required Skills and Abilities:
Highly skilled professional who possesses a strong combination of analytical and datadriven decisionmaking skills.
Proven track record of developing and implementing effective customer relationship management (CRM) strategies.
Ability to manage and lead complex projects utilizing knowledge of project management methodologies and tools to ensure efficient .
Excellent communication and interpersonal skills are essential enabling the individual to clearly articulate complex tasks and manage multiple simultaneous projects of diverse nature.
The ability to develop interpret and apply administrative policies procedures and rules will be crucial for maintaining compliance and optimizing operational efficiency.
Ability to develop and manage budgets for CRM initiatives and ensure that all projects are completed on time and within budget
Education and Experience:
The minimum requirement is a Bachelors degree plus ten 10 years of relevant experience including at least three 3 years of supervisory experience. Or an equivalent combination of education and experience.
A Bachelors degree in Information Technology Business Administration or a related field is required; a Masters degree is preferred.
A minimum of 5 years of progressive experience in customer relationship management IT management or similar fields with a strong emphasis on the higher education environment.
Proven leadership experience in managing teams and achieving organizational objectives while fostering a culture of innovation.
Comprehensive knowledge of CRM systems data management and analytics tools particularly within a higher education context.
Strong analytical skills with the ability to make datadriven decisions and identify trends to implement effective solutions.
Superior written and verbal communication skills capable of conveying complex information clearly to diverse audiences.
A robust understanding of data privacy regulations and ethical considerations in handling sensitive information.
Additional Information: This position offers a hybrid work arrangement that combines remote and oncampus work.Questions related to flexible work should be directed to the hiring manager during the interview process.
Penn State does not sponsor or take over sponsorship of a staff employment Visa. Applicants must be authorized to work in the U.S.
The Pennsylvania State University is committed to and accountable for advancing equity respect and belonging in all its forms. We embrace individual uniqueness as well as a culture of belongingthat supports both broad and specific equity initiatives leverages theeducational and institutional benefits of inclusion in society and provides opportunities for engagement intended to help all members of thecommunity thrive. We value belonging as a core strength and anessential element of the universitys teaching research and servicemission.
The salary range for this position including all possible grades is:
$109300.00 $164000.00Salary Structure additional information on Penn States job and salary structure.
CAMPUS SECURITY CRIME STATISTICS:
Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988 Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security such as those concerning alcohol and drug use crime prevention the reporting of crimes sexual and other matters. The ASR is available for review here.
Employment with the University will require successful completion of background check(s) in accordance with University policies.
EEO IS THE LAW
Penn State is an equal opportunity employer and is committed to providing employment opportunities to all qualified applicants without regard to race color religion age sex sexual orientation gender identity national origin disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability please contact.
Required Experience:
Director
Employment Type
Full-Time
