Director of CRM (Customer Relationship Management)& Student Systems

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 CRM & Student Systems provides strategic leadership for the College’s customer relationship management (CRM) platform implementation, strategy, governance, and performance across the student lifecycle. Reporting to the Dean of Community and Student Engagement, this role partners with Enrollment, Marketing, IT, Student Affairs and other areas of the college to ensure CRM tools and processes support recruitment, onboarding, and engagement goals.

This role serves as the institutional leader for student engagement systems by translating organizational goals into sustainable technology solutions, guiding cross-functional initiatives, and leading organizational change.

Essential Duties:

• Provide institutional leadership for CRM implementation, 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 for system configuration, business processes, communications, documentation, and operational standards
• Collaborate with Information Technology to ensure system integrations, security, data integrity, and platform reliability
• Establish performance measures, dashboards, and reporting strategies that evaluate CRM effectiveness and institutional outcomes
• Develop institutional standards for CRM requests, prioritization, release planning, and adoption to ensure alignment with institutional goals and capacity
• 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
• 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

Rate of Pay: $75,147 annualized *Higher compensation may be considered based on qualifications directly related to position.

Completed applications received by July 29th will be assured full consideration. Late Applications will be reviewed as necessary to fill the position.

Required Qualification:

• Bachelor’s degree from an accredited institution of higher education
• At least three (3) years of progressively responsible professional experience leading enterprise technology initiatives, business systems, project management, organizational change, process improvement, or technology-enabled operations.

Experience must demonstrate success in most of the following areas:

• Leading cross-functional initiatives involving multiple stakeholders
• Managing enterprise software implementations or technology-enabled projects
• Developing or improving organizational business processes
• Establishing governance, operational standards, or institutional procedures
• Managing organizational change or technology adoption initiatives
• Supervising professional staff or leading significant cross-functional teams, projects, or organizational initiatives

Applicable equivalencies (work experience and/or educational achievements) may be considered on the above minimum qualifications

Preferred Qualifications:

• Master’s degree from an accredited institution of higher education

• Experience in higher education in recruitment, enrollment management, admissions operations, marketing automation, or student success workflows

Knowledge, Skills, and Abilities:

• 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 communicate effectively with executive leadership, technical staff, and non-technical stakeholders
• Ability to lead cross‑functional collaboration while maintaining clear roles and decision authority
• Strong analytical, 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

Physical Demands/Work Environment:

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.
While performing the functions of this job, the employee is:
Frequently:
• Manipulate items with fingers, including keyboarding
• Sitting
• Standing
• Walking
Constantly:
• Hearing
• Repetitive motion
• Talking

The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; and/or visual inspection at distances close to the eyes.

Environmental Conditions:

The following work environment characteristics are representative of those encountered by employees while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

The work environment typically consists of a professional office setting with a moderate noise level, including sounds from conversations, office equipment, and occasional movement of staff. Lighting is standard for office spaces, and the temperature is controlled to remain within a comfortable range. Employees may occasionally need to visit other areas, such as storage rooms, conference spaces, or outdoor locations, where environmental conditions may vary. Infrequently, exposure to louder noise levels or physical activities, such as moving lightweight materials, might be required.

NWACC is an Equal Opportunity Employer, please see our EEO policy.