Director, CRM & Student Experience

Job Summary

The CRM Director plays a pivotal role in shaping the institution’s approach to student engagement and success. This position is responsible for the strategic oversight, comprehensive management, and implementation of the Customer Relationship Management (CRM) system, ensuring it effectively supports the institution’s enrollment and retention objectives. The CRM Director will collaborate with various departments, including admissions, marketing, IT, and university partners, to enhance the recruitment, retention, and overall student experience through innovative CRM strategies and data-driven insights. The CRM Director will spearhead our efforts to engage and attract a diverse and talented student body. This role requires a strategic and creative thinker who can develop innovative outreach programs, build strong relationships, and partner with dedicated teams to achieve CSULB enrollment goals.

The incumbent provides services that are equitable, inclusive, and culturally sensitive to enhance the quality of campus life. This position uses a student-centered and equity-minded approach in all communication and service efforts.

CSULB has been recognized as one of the Most Promising Places to Work in Student Affairs in 2024.

Key Responsibilities

• The CRM Director will develop and implement robust CRM strategies that align with the institution’s goals. This includes overseeing the configuration, maintenance, and optimization of the CRM system to ensure it meets the evolving needs of the institution. Compliance with data privacy regulations and institutional policies is paramount, and the CRM Director will ensure all CRM activities adhere to these standards.
• Analyzing CRM data to identify trends and opportunities, providing actionable insights to improve student engagement and institutional outcomes.
• The CRM Director will work closely with cross-functional teams, including IT and university partners, to ensure seamless integration and utilization of the CRM system across departments. Additionally, the Director will 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 also a critical aspect of this role, ensuring transparency and informed decision-making.
• The CRM Director will be responsible for implementing innovative ideas to increase student yield. This includes developing personalized communication plans, leveraging data analytics to identify and target prospective students more effectively, and utilizing automation to streamline follow-up processes. The Director will also explore new technologies and platforms to enhance student engagement and create a more interactive and responsive recruitment experience.

Knowledge Skills and Abilities

Familiar with SQL/SQR, debugging functional concerns and providing solutions. Knowledge of PeopleSoft products, especially Student Administration is required. Demonstrated ability to work with technical and functional peers and to share knowledge. Collaborates effectively with team or customers to determine the requirements for CRM functionality.

Ability to manage and lead complex projects, knowledge of project management methodology and tools, strategic planning, and workload management. Ability to clearly communicate complex tasks and multiple simultaneous projects of a diverse nature. Ability to develop, interpret and apply administrative policy, procedures, and rules. Ability and experience creating and implementing student-centered campaigns to meet enrollment goals. Ability to delegate authority, provide direction and guidance, then follow up with evaluation. Ability to carry out assignments without detailed instructions and obtain facts on which decisions or recommendations may be made.

Ability to communicate with an ethnically and culturally diverse campus community.  Ability to follow all university policies, procedures, and guidelines including but not limited to safety, civility, information security, and non-discrimination policies and procedures.  Ability to contribute to a positive university experience for each and every student and assist in achieving the university's commitment to a "vision of excellence."

Education and Experience

The ideal candidate will possess a bachelor’s degree in Business, Marketing, Information Technology, or a related field, with a master’s degree preferred. A minimum of 3 years of experience in change management, preferably within higher education, is required. The candidate should demonstrate proficiency in CRM software such as Salesforce or Slate, along with strong analytical and problem-solving skills. Excellent communication and interpersonal skills are essential, as is the ability to manage multiple projects and meet deadlines. Knowledge of data priv