Job Details

Director of Digital Engagement (CRM/Salesforce)

Position Number: 6467749
Location: New York, NY
Position Type: Public Relations, Marketing and Communications

Director of Digital Engagement (CRM/Salesforce)

Fordham University

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 nine 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.The University offers a comprehensive benefits package that includes medical, dental, and vision insurance; flexible spending accounts; retirement plans; life insurance; short and long-term disability; employee assistance program (EAP); tuition remission; and generous time off.Successful candidates should have a knowledge of and commitment to the goals of Jesuit Education.

Department: Information Technology

Campus/Location:

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.

This list is not intended to be an exhaustive list.
The University may assign additional related duties as necessary.

Required Qualifications:
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.

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.

Special Instructions

To apply, please visit: https://careers.fordham.edu/postings/9781

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