Director, UAGC CRM and Digital Experience

Candidates working anywhere in the U.S. may be considered for a remote assignment.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to UA recreation and cultural activities; and more!

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Team & Capacity Management

• Mentor and develop team members, nurturing a culture of innovation and continuous learning, to build talent and team capacity. Manage talent and performance to develop a high-functioning team.
• Manage team capacity, focusing on balancing resources to address strategic roadmap, product enhancement and maintenance requirements. As part of this broad activity, oversee the team's capacity planning activities, including project plan development, backlog grooming, and sprint definition.
• Participate in regular forecasting and budget development activities to inform personnel and IT resource requirements and ensure resource requirements needed to delivery on strategic and operational priorities are understood and accounted for.
• Facilitate the team's collaboration with the Portfolio Management Office to ensure appropriate visibility into the team's talent allocation, delivery of new enhancements, and progress toward major project timelines.

Strategy & Stakeholder Engagement

• Collaborate
  with the Vice President for Online Initiatives Enrollment Management,
  and other leaders, to align the CRM strategy to key enrollment goals.
• Foster
  strong relationships with IT, marketing, admissions, and student support
  teams to ensure alignment in strategy and execution.
• Develop
  and implement a robust CRM and digital experience strategy in alignment
  with the university's technological roadmap and enrollment goals.
• Oversee
  the selection, implementation, and ongoing optimization of CRM software
  and technologies, ensuring they meet the technical needs of UAGC and
  Online Initiatives.
• Cultivate
  and maintain partnerships with internal stakeholders, technology
  vendors, and industry experts to stay updated on emerging technologies
  and trends.
• Gather feedback from students and staff to drive
  continuous improvements in CRM tools and digital initiatives aimed at
  enhancing the user experience.

Data Enablement

• In partnership with the analytics team, define and implement metrics and KPIs to measure the effectiveness of CRM and digital engagement strategies to inform continuous improvement to student engagement processes and interactions, in support of UAGC student enrollment and lifecycle goals.
• Partner
  with data and analytics teams to analyze enrollment trends, student
  behavior, and engagement metrics to inform recruitment strategies.
• Utilize data-driven insights to refine and optimize
  the recruitment funnel, employing targeted CRM campaigns that resonate
  with prospective students.

IT Partnerships and Collaborations

• Manage strategic vendor relationships, service providers and external partners. Review and negotiate contracts.
• Participate in UAGC IT departmental activities focused on identifying dependencies, negotiating timelines, and managing inter-team collaboration and partnerships

Knowledge, Skills, Abilities

• Demonstrated ability to negotiate with and influence senior leaders within a fast-paced fully-digital university culture, adapting IT priorities as needed to support changing enrollment and student outcome goals.
• Applied skill balancing delivery of new products, continuous product enhancements, and required maintenance and support.
• Demonstrated skill in developing high performance teams and cultures of continuous learning and improvement.
  Knowledge of appropriate approaches to performance management.

Bachelor's Degree AND Minimum of 9 years of related work experience, including 5 years of managerial experience

OR equivalent combination of education and work experience.

* Experience managing financial and personnel resourcing, balancing demand and supply.

* Experience in a higher education setting.

* Experience managing executive relationships.

* Experience influencing process change, communication approaches, and technology decisions up to leadership, across to peers and functional leaders, and down through teams and individuals.