Director, ECRM Office

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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 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 data-driven decision-making 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 execution.

• 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 Bachelor's degree in Information Technology, Business Administration, or a related field is required; a Master's 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 data-driven 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 on-campus 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 university's teaching, research, and servicemission.

The salary range for this position, including all possible grades is:

Salary Structure - additional information on Penn State's job and salary structure.

CAMPUS SECURITY CRIME STATISTICS: