Director of CRM (Customer Relationship Management)& Student Systems

NorthWest Arkansas Community College•Nwacc, AR

3d•Onsite

About The Position

NorthWest Arkansas Community College (NWACC) provides quality and affordable higher education to empower lives and strengthen communities within Northwest Arkansas and surrounding areas. As the largest community college in Arkansas, NWACC is recognized as a leader in education. NWACC offers a full range of associate degrees, certificates and workforce training programs that prepare students for rewarding futures and careers. NWACC employees are dedicated to fostering a diverse educational community and cultural learning environment that supports student success. The Director of CRM & Student Systems provides strategic leadership for the College’s customer relationship management (CRM) platform implementation, strategy, governance, and performance across the student lifecycle. Reporting to the Dean of Community and Student Engagement, this role partners with Enrollment, Marketing, IT, Student Affairs and other areas of the college to ensure CRM tools and processes support recruitment, onboarding, and engagement goals. This role serves as the institutional leader for student engagement systems by translating organizational goals into sustainable technology solutions, guiding cross-functional initiatives, and leading organizational change.

Requirements

Bachelor’s degree from an accredited institution of higher education
At least three (3) years of progressively responsible professional experience leading enterprise technology initiatives, business systems, project management, organizational change, process improvement, or technology-enabled operations.
Experience must demonstrate success in most of the following areas: Leading cross-functional initiatives involving multiple stakeholders
Managing enterprise software implementations or technology-enabled projects
Developing or improving organizational business processes
Establishing governance, operational standards, or institutional procedures
Managing organizational change or technology adoption initiatives
Supervising professional staff or leading significant cross-functional teams, projects, or organizational initiatives
Applicable equivalencies (work experience and/or educational achievements) may be considered on the above minimum qualifications

Nice To Haves

Master’s degree from an accredited institution of higher education
Experience in higher education in recruitment, enrollment management, admissions operations, marketing automation, or student success workflows

Responsibilities

Provide institutional leadership for CRM implementation, strategy, governance, and performance across the student lifecycle
Translate enrollment and student success priorities into CRM‑supported workflows, engagement models, and reporting requirements
Establish and maintain CRM governance for system configuration, business processes, communications, documentation, and operational standards
Collaborate with Information Technology to ensure system integrations, security, data integrity, and platform reliability
Establish performance measures, dashboards, and reporting strategies that evaluate CRM effectiveness and institutional outcomes
Develop institutional standards for CRM requests, prioritization, release planning, and adoption to ensure alignment with institutional goals and capacity
Lead change management efforts to support effective CRM adoption and consistent use across departments
Collaborate with Marketing, Student Affairs, and Institutional Research to prioritize CRM enhancements and resolve cross‑functional needs
Supervise CRM staff, including setting priorities, approving work plans, and evaluating performance
Additional duties may be assigned as necessary to support the goals and objectives of the department and college