Director of Student Engagement Systems

NWACC•Springdale, AR

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 Student Engagement Systems provides strategic leadership for the College’s customer relationship management strategy, governance, and performance across the student lifecycle. Reporting to the Dean of Community and Student Engagement, this role partners with Enrollment, Marketing, IT, and Student Affairs to ensure CRM tools and processes support recruitment, onboarding, and engagement goals. The Director oversees data governance, integrations, change management, and staff supervision to ensure consistent, effective use of CRM capabilities.

Requirements

Bachelor’s degree from an accredited institution of higher education in information systems, business administration, data analytics, information technology management, or a related field
At least two years of progressively responsible experience in CRM strategy, enterprise systems leadership, or technology‑enabled operations
At least five years of demonstrated experience supervising professional staff
Knowledge of CRM concepts, data governance principles, and lifecycle‑based engagement strategies
Skill in translating institutional goals into system requirements, priorities, and measurable outcomes
Ability to analyze performance data and communicate insights to technical and non‑technical audiences
Ability to lead cross‑functional collaboration while maintaining clear roles and decision authority
Strong organizational and project management skills
Strong written and verbal communication skills, including the ability to facilitate complex discussions
Ability to adapt to changing priorities and guide continuous improvement efforts

Nice To Haves

Master’s degree in business administration, information systems, information technology management, public administration, organizational leadership, or a related field
Experience leading institution‑wide or cross‑functional initiatives involving data, systems, or process governance
Experience in enrollment management, admissions operations, marketing automation, or student success workflows
Change management and training delivery experience related to technology adoption

Responsibilities

Provide institutional leadership for customer relationship management (CRM) 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 standards, including data use, segmentation, communication rules, and compliance practices
Define standards for CRM documentation, change records, and operational artifacts
Oversee CRM system integrations and dependencies in collaboration with IT and data governance partners
Define success metrics and reporting frameworks to evaluate recruitment, onboarding, and engagement outcomes
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
Establish and oversee processes for CRM request intake, prioritization, and approval to ensure alignment with institutional goals and capacity.
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