Director, Enterprise Constituent Relationship Management Office

Penn State University is seeking a collaborative and inclusive leader who excels at building consensus and motivating diverse teams to join us as our next Director of the Enterprise Constituent Relationship Management (eCRM) Office. As an enterprise implementation, this program is designed to advance engagement and service delivery for the entire university community, including faculty, students, staff, and alumni, ensuring integrated solutions that create value across all Penn State constituencies. This is a unique opportunity to shape and grow a cutting-edge program that is central to enhancing the Penn State experience for all stakeholders. If you are passionate about using technology and data-driven insights to drive innovation, collaboration, and measurable impact in a complex and dynamic environment, we invite you to bring your leadership and vision to this exciting role.

The Director of the eCRM Office is a strategic, visionary leader responsible for defining and scaling the governance and strategic direction of Penn State's enterprise constituent relationship management program. The role also involves guiding the work of the eCRM team, who execute the tactical elements of the program. Candidates with a strong balance of emotional intelligence (EQ) and technical fluency will thrive in this role.

This position requires a leader who can collaborate and build relationships broadly to establish governance frameworks with a clear vision for growth, build and sustain cross-functional and vendor partnerships, and develop a multi-year strategic roadmap focused on innovation, value delivery, and an outstanding constituent experience, all with an emphasis on enhancing the student experience.This leader will excel in navigating complex, matrixed environments with autonomy among units, acting as a bridge-builder and influencer while maintaining fiscal responsibility and rigorously quantifying program outcomes in environments where measurement norms are evolving.

RESPONSIBILITIES

• Functional Sponsorship of eCRM Phases: Provide strategic guidance and oversight throughout each phase-from planning and design to implementation and post-launch optimization. Ensure alignment between business needs, technical execution, and enterprise goals while championing adoption and stakeholder engagement.
• Strategic Governance and Vision: Develop and implement governance models that address immediate operational needs and scale responsibly as the program evolves. Define clear structures for accountability, decision-making, and collaboration across divisions.
• Cross-Departmental Collaboration and Partnership Development: Build and nurture effective partnerships across university departments and with external vendors to enable integrated and efficient CRM solutions.
• Multi-Year Strategic Roadmap: Collaborate with stakeholders to develop, communicate, and execute a forward-looking roadmap that balances cutting-edge innovation with sustainable organizational value, centered primarily on improving the student experience.
• Constituent Experience Enhancement: Partner with university leaders to drive initiatives that optimize the student journey and overall constituent engagement leveraging technology, data analytics, and user feedback to drive measurable impact.
• Leadership and Team Development: Provide leadership and mentorship to the eCRM team, ensuring alignment of tactical execution with strategic objectives. Foster a culture of excellence, innovation, and continuous improvement in CRM operations that align with the university's mission and objectives.
• Stakeholder Communication and Advocacy: Serve as the primary point of contact who champions the realized value and measurable outcomes of eCRM solutions to executive leadership, the board of trustees, and the broader university community. Deliver clear, data-driven insights and narrative reports that demonstrate impact on priority areas such as student experience, operational efficiency, and cost savings, ensuring strategic stakeholders understand both the qualitative and quantitative benefits provided by the program. Advocate for internal stakeholders, ensuring that their perspectives are acknowledged, their needs are addressed, and they are informed about new tools, processes, and enhancements.
• Fiscal Accountability and Impact Measurement: Manage program budgets prudently and implement rigorous methods to quantify and communicate tangible monetary and organizational value in an environment where analytics may be nascent.
• Data Governance and Analytics: Provide leadership in developing data governance and stewardship frameworks that ensure accuracy, accountability, and transparency of constituent data. 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.
• Influence and Collaboration: Act as a bridge-builder who leads by influence across decentralized teams, fostering alignment and collaboration within a complex matrixed organization.

QUALIFICATIONS

• Proven experience leading strategic CRM or digital transformation initiatives in complex, matrixed organizations.
• Demonstrated ability to establish governance, oversee scaled operations, and balance strategic oversight with operational management.
• Success managing teams, including operational leaders with a focus on mentorship and performance excellence.
• Expertise in defining, measuring, and communicating program impact and ROI.
• Strong financial acumen and budget management capabilities.
• Exceptional interpersonal, communication, and influencing skills suited to navigating autonomous, cross-functional environments.
• Experience with the Salesforce platform is highly desired.