Associate Director of Enrollment CRM Systems, Office of Enrollment Management (Updated)

City University of New York•New York, NY

33d•$102,408 - $113,982•Hybrid

About The Position

The Office of Enrollment Management (OEM) at the City University of New York (CUNY) provides centralized leadership and support to all 25 campuses in promoting access, equity, and operational excellence throughout the student enrollment process. OEM manages key university-wide functions, including the University Application Processing Center, international student visa operations, financial aid, and registrar initiatives, ensuring that every student has a clear, well-supported path from application to enrollment. The Associate Director of Enrollment CRM Systems will join a newly established unit-the Office of Enrollment Solutions and Innovation-created to modernize, align, and optimize CUNY's enrollment technologies and business processes. This position reports to the University Director of Enrollment Solutions and Innovation and plays a critical role in implementing and managing CUNY's first enterprise-wide Customer Relationship Management (CRM) platform. This position offers a unique opportunity for an experienced admissions or enrollment professional to gain system-level exposure and make a university-wide impact. The Associate Director will serve as the primary CRM functional lead, responsible for building a strong organizational framework that supports consistent communication, workflow automation, and data-informed decision-making across CUNY Central and all campuses.

Requirements

Bachelor's degree and six years' related experience required.

Nice To Haves

Minimum of four (4) years of experience with Customer Relationship Management (CRM) or student application management systems within higher education admissions or enrollment management settings.
Master's degree.
Demonstrated experience in the implementation, configuration, and optimization of CRM and Student Information Systems (SIS), such as PeopleSoft Campus Solutions or comparable platforms.
Deep understanding of the admissions lifecycle for undergraduate, graduate, transfer, adult, and non-degree applicants.
Proven ability to manage data integration between CRM and SIS environments, ensuring data accuracy, compliance, and operational efficiency.
Demonstrated skill in developing reports, dashboards, and business intelligence tools to support enrollment strategies and decision-making.
Strong project management and analytical skills, with the ability to coordinate multiple priorities and stakeholders across functional teams.
Excellent oral and written communication skills, including the ability to convey technical information to non-technical audiences.
Experience leading cross-functional collaborations and supporting organizational change in technology implementation.
Knowledge of FERPA, data governance, and best practices in higher education data security.

Responsibilities

Serve as the primary CRM administrator and subject matter expert for the Office of Enrollment Management, ensuring the platform supports strategic recruitment and admissions goals.
Lead the implementation and ongoing management of the CRM system, including structure design, workflow development, user access, and data governance.
Collaborate with the Office of Admissions and Recruitment (Admission Services, Undergraduate Recruitment, Graduate Studies, and CUNY Welcome Center to ensure alignment on various student engagement and communication business needs that are dependent on integrated systems, such as recruitment travel, event management, decision release protocols, drip marketing campaigns, transfer student population, international students, adult learners, college stop-outs, non-degree students, etc.
Partner with other units across OEM (Office of K16 Initiatives and Adult Pathways, Office of Student Financial Aid, University Office of the Registrars) and campus chief enrollment officers to ensure effective use of the CRM for student engagement, communication, and application management.
Develop and maintain CRM-related policies, training materials, and user documentation; organize and facilitate training for Central and campus staff.
Monitor data integrity and ensure compliance with privacy and security standards, including FERPA.
Collaborate with CUNY Central units-including the Office of Business and Finance (which encompasses the Office of Computer Information Systems (CIS), the Office of Procurement, and the Supplier Diversity Office); the Office of Academic Affairs (including the Office of Academic Innovation and Implementation (OAII), the Office of Applied Research, Evaluation, and Data Analytics (OAREDA), Student Affairs, and Faculty Affairs); as well as third-party service providers, as needed, to ensure functionality and data integration.
Evaluate and improve CRM-enabled business processes to enhance the student experience, streamline operations, and support institutional goals.
Lead and document functional testing, quality assurance, and continuous improvement activities.
Contribute to long-term strategic planning for enrollment technology and data systems across the University.
Perform other duties as assigned.

Benefits

CUNY's benefits contribute significantly to total compensation, supporting health and wellness, financial well-being, and professional development.
We offer a range of health plans, competitive retirement/pension benefits and savings plans, tuition waivers for CUNY graduate study and generous paid time off.
Our staff also benefits from the extensive academic, arts, and athletic programs on our campuses and the opportunity to participate in a lively, diverse academic community in one of the greatest cities in the world.

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