Director of Student Engagement Systems

NWACC • Springdale, AR

1d • Onsite

About The Position

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

Benefits

• Higher compensation may be considered based on qualifications directly related to position.

What This Job Offers

• Job Type: Full-time
• Career Level: Director