Director of Digital Engagement (CRM / Salesforce)

Position Details

Position Information

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.

Title of Position

Director of Digital Engagement (CRM / Salesforce)

Position Number

A04775

FLSA

Exempt

Scheduled Hours Per Week

35

Department

Information Technology

Campus

Lincoln Center

Work Arrangement

Hybrid

Hybrid Policy :

Please review the Hybrid Policy at www.fordham.edu / hybridpolicy.

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.

Minimum Starting Salary

$144,000

Maximum Starting Salary

$180,000

Note

Salary is commensurate with qualifications, experience, and skills.

Is this a Union position?

No

Posting Detail Information

Posting Number

A925P

Number of Vacancies

Start Date

ASAP

Posting Date

08 / 13 / 2025

Special Instructions

EEO Statement

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

Fordham University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.