APPLICATION INSTRUCTIONS:

• CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.

• 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. We’re looking for a dynamic leader who can create and implement cutting-edge strategies that harness technology to promote engagement, enhance communication, and elevate service delivery across the university. You'll collaborate with various departments to enrich recruitment, retention, and the overall student journey through innovative CRM approaches and insightful data analysis. We’re in search of a creative thinker who loves building strong relationships and fostering teamwork to help achieve PSU’s enrollment and advancement goals. If you're ready to take on this challenge, we can’t wait to see how you’ll 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 decision-making.

Strategy Development: Formulate and execute a comprehensive ECRM strategy that aligns with the university's 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 university's 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.

Cross-Departmental Collaboration: The ECRM 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.

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 user-friendly 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