Director of Digital Engagement (CRM/Salesforce)

Director of Digital Engagement (CRM/Salesforce)

Information Technology, Lincoln Center

Fordham University

Fordham University has an excellent reputation as a dynamic institution located in New York City. Founded in 1841, Fordham enrolls more than 16,000 undergraduate and graduate students in its 9 Colleges and Schools.

• Fordham University offers a to its employees, which includes medical, dental, vision, life, and disability insurance.
• We offer tuition remission for employees and their dependents
• A generous employer match towards a 403(b) retirement plan.
• As a tax-exempt organization under section 501(c)(3) of the Internal Revenue Code (IRC), Fordham is considered a qualifying employer for the Public Service Loan Forgiveness (PSLF) program, a federal program designed to forgive student loan debt for employees of certain public and certain nonprofit employers.
• As part of its work-life balance program, the University provides generous PTO including 15 vacation days, 12 sick days, 4 personal days, 6 summer Fridays, and that include paid time off between Christmas and New year.
• University employees have access to the (EAP). EAP provides no-cost, professional, and confidential services, to help employees and family members address a variety of personal, family, life, and work-related issues.

Position Summary

Reporting to the Associate VP DevOps, the Director of Digital Engagement (CRM/Salesforce) architects and leads the digital transformation of the University s engagement ecosystem. They create experiences that impact students academic journeys, leveraging Salesforce and cutting-edge CRM technologies.

This position streamlines operations and sets new standards for digital engagement in higher education. They design and implement strategies that transform data into meaningful connections and lead the charge in creating personalized, intuitive digital experiences that support students from their first inquiry through graduation and beyond.

This role involves innovative solutions that will break down silos, automate complex processes, and unlock insights that drive real change in educational outcomes.

Essential Functions

• Leads the design and implementation of enterprise-grade CRM solutions using Salesforce (Sales/Service/Experience/Marketing Cloud etc.) platform, utilizing in-depth knowledge of Salesforce and product features to guide project decisions.
• Architects data models, integration layers, and user experience flows to enable seamless customer (student, alumni, parents, etc.) and employee (staff and faculty) journeys. Assists in configuring and customizing technology solutions to meet specific program needs.
• Serves as the primary point of contact for all CRM/Salesforce-related large-scale transformation initiatives, overseeing multiple workstreams by translating business/technical requirements into well-architected solutions that best leverage the Salesforce platform and products, from initial discussions to final deployment and support.
• Establishes architectural governance for CRM programs, ensuring consistency, security, and alignment with enterprise standards, and mentors solution architects and technical leads across multi-disciplinary delivery teams.
• Shapes CRM transformation strategies, including modernization of legacy platforms, migration, and mobile-first CRM adoption, and promotes intelligent CRM features such as predictive scoring, next best action, intelligent routing, and conversational interfaces.
• Creates efficient architectural documentation that serves as a force multiplier for development speed and establishes checks and balances for deployments to maintain system stability without slowing down innovation.
• Evaluates CRM tools, accelerators, and AI/ML capabilities to drive automation, personalization, and productivity; Leads POCs, tool comparisons, and roadmap development to support digital and CRM strategy evolution.

Essential Functions Note

This list is not intended to be an exhaustive list.

The University may assign additional related duties as necessary.

Management Responsibilities

Supervises the work of other Fordham employees who are individual contributors. Responsible for hiring, training and developing, managing performance and administering corrective action. Has significant input in compensation decisions.

Additional Functions

• Conducts research to understand emerging trends in educational technology and CRM usage within higher education, identifying opportunities for enhancing engagement across all segments within the university.
• Collaborates with client services, data, security, applications, and infrastructure teams to ensure alignment and scalability.
• Manages relationships with technology vendors to ensure their products and services align with the university s educational goals and standards, and stay updated with the latest Salesforce features and technologies to drive innovation and continuous improvement.
• Oversees the budget for CRM and technology initiatives within the university, ensuring investments are aligned with educational priorities and outcomes.
• Gathers feedback from customers and internal teams to refine and enhance the Salesforce environment, along with monitoring and analyzing Salesforce processes, identifying areas for improvement, and implementing best practices.
• Ensures that all CRM strategies and tools comply with educational regulations and institutional policies, maintaining the integrity and security of student and faculty data.

Required Qualifications: Education and Experience

• Bachelor s degree in a technology field or a related field.
• Minimum of 5 years of technology architecture experience and experience in Salesforce Architecture, including Sales, Service, CRMA, and Marketing Clouds.

Required Qualifications: Knowledge and Skills

• Proven leadership experience, especially in managing cross-functional teams within an academic or technology-focused organization, demonstrating the ability to drive strategic initiatives and foster a collaborative environment.
• Strong communication skills, with the ability to effectively liaise with various stakeholders, including faculty, administrative staff, and technology partners, ensuring alignment and support for CRM initiatives.
• Strong knowledge of CRM configuration, data models, metadata design, workflow automation, and custom development.
• Hands-on experience leading enterprise CRM architecture in multi-cloud, hybrid, or SaaS-first environments.
• Experience in leading and facilitating cross-disciplinary teams, demonstrating the ability to bridge technology solutions with university needs, and fostering a collaborative environment that supports the university s mission and goals.
• Experience in development of Interfaces/Integration with Salesforce platform using API s, Web Services and ETL (Talend, MuleSoft).
• Good understanding of customer journey experience and analytics, and proven ability to manage and resolve complex and ambiguous technical issues.
• Demonstrated creativity & critical thinking.

Preferred Qualifications

• Master s degree in Information Technology, Business Administration, Educational Technology, or a related field or equivalent applied experience.
• Prior experience working in the higher education sector, particularly in roles that interact with technology and student engagement.
• Proven ability to customize and leverage CRM platforms, particularly in higher education, to boost student and faculty engagement and achieve institutional goals.
• Experience with Salesforce Mobile Publisher.
• Experience in leading change management initiatives, particularly those involving the adoption of new technologies or systems within an organization.
• Familiarity with data analysis tools and methodologies, preferably with experience applying these in a CRM context to derive actionable insights and inform strategic decisions.
• Successful candidates should have a knowledge of and commitment to the goals of Jesuit Education.

You're the right fit If you're:

A Digital Transformation Leader who sees beyond today's limitations to tomorrow's possibilities, orchestrating enterprise-wide change while building the technical infrastructure to support ambitious goals

An Innovation Catalyst who thrives on experimentation, constantly pushing boundaries to discover new ways technology can enhance the educational experience

A Data-Driven Strategist who transforms complex analytics into actionable insights, using segmentation, personalization, and automation to create meaningful engagement at scale

A Collaborative Builder who brings together diverse stakeholders, from IT teams to academic departments, fostering a culture where innovation flourishes and great ideas come from anywhere

You bring deep Salesforce expertise combined with a passion for higher education's mission. You're equally comfortable diving into technical architecture and presenting strategy to executive leadership. You see CRM not as a tool but as a platform for transformation one that can predict student needs, personalize learning pathways, and create connections that last a lifetime.

This is more than a technology role it's a chance to redefine what's possible in higher education. If you're ready to lead digital innovation that makes a real difference in students' lives, build systems that will serve our community for years to come, and work with a team that values bold thinking and continuous learning, we want to hear from you.

Minimum Starting Salary: $144,000

Maximum Starting Salary: $180,000

Note: Salary is commensurate with qualifications, experience, and skills.

START DATE: ASAP

APPLY HERE:

ABOUT FORDHAM

Founded in 1841, Fordham is the Jesuit University of New York, offering an exceptional education distinguished by the Jesuit tradition to more than 16,000 students in its 9 colleges and schools. It has residential campuses in the Bronx and Manhattan, a campus in West Harrison, N.Y., the Louis Calder Center Biological Field Station in Armonk, N.Y., and the London Centre in the United Kingdom.

Fordham University is committed to excellence through diversity and welcomes candidates of all backgrounds.

Fordham is an Equal Opportunity Employer Veterans/Disabled and other protected categories