Penn State University isseekingacollaborative and inclusive leaderwho excels at building consensus and motivating diverse teamsto join us asour nextDirector of the Enterprise Constituent Relationship Management (eCRM) Office.As an enterprise implementation this program is designed to advance engagement and service delivery for the entire university communityincluding faculty students staff and alumniensuring integrated solutions that create value across all Penn State constituencies.This is a unique opportunity to shape and grow acutting-edgeprogram that is central to enhancing thePenn Stateexperiencefor all stakeholders. If you are passionate about using technology and data-driven insights to drive innovation collaboration and measurable impact in a complex and dynamic environment we invite you to bring your leadership and vision to this exciting role.

The Director of theeCRMOffice is a strategic visionary leader responsible for defining and scaling the governance and strategic direction of Penn States enterprise constituent relationship management program. The role also involves guiding the work of theeCRMteam who execute the tactical elements of the program.Candidates with a strong balance of emotional intelligence (EQ) and technical fluency will thrive in this role.

This position requires a leader who can collaborate and build relationships broadly to establish governance frameworks with a clear vision for growth build and sustain cross-functional and vendor partnerships and develop a multi-year strategic roadmap focused on innovation value delivery andan outstandingconstituent experience all with an emphasis on enhancing the student experience.This leader will excel in navigating complex matrixed environments with autonomy among units acting as a bridge-builder and influencer whilemaintainingfiscal responsibility and rigorously quantifying program outcomes in environments where measurement norms are evolving.

RESPONSIBILITIES

• Functional Sponsorship ofeCRMPhases:Provide strategic guidance and oversight throughout each phasefrom 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 andPartnership 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 communicateand execute a forward-looking roadmap that balancescutting-edgeinnovation with sustainable organizational value centered primarily on improvingthe studentexperience.
• Constituent Experience Enhancement:Partner with university leaders to driveinitiatives thatoptimizethe student journey and overall constituent engagementleveragingtechnology data analytics and user feedback to drive measurable impact.
• Leadershipand Team Development:Provide leadership and mentorship to theeCRMteam ensuring alignment of tactical execution with strategicobjectives. Foster a culture of excellence innovation and continuous improvement in CRM operationsthatalignwith the universitys mission andobjectives.
• Stakeholder Communicationand Advocacy:Serve as the primary point of contactwho championsthe realized value and measurable outcomes ofeCRMsolutions to executive leadership the board of trustees and the broader university community. Deliver clear data-driven insights and narrative reports thatdemonstrateimpact 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 areacknowledged their needs are addressed and they are informedabout 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.
• DataGovernance andAnalytics: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 toidentifytrends and opportunitiesprovidingactionable 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.

QUALIFICATIONS

• Proven experience leading strategic CRM or digital transformation initiatives in complex matrixed organizations.
• Demonstrated ability toestablishgovernance oversee scaled operations and balance strategic oversight with operational management.
• Success managing teams including operational leaders with a focus on mentorship and performance excellence.
• Expertisein defining measuring and communicating program impact and ROI.
• Strong financial acumen and budget management capabilities.
• Exceptionalinterpersonalcommunication and influencing skills suited to navigating autonomous cross-functional environments.
• Experiencewith the Salesforce platform is highly desired.