Manager of Customer Relationship (CRM) Platform

General Description of the Position

Delaware State University seeks a dynamic, strategic, and results driven by Manager of the Customer Relationship Management (CRM) Platform to lead the institution’s enterprise CRM initiatives. Reporting to the Assistant Vice President for Strategic Enrollment Management, the CRM Manager will serve as the university’s central CRM Champion, responsible for leading the planning, implementation, governance, optimization, and innovation of CRM systems across departments. The CRM Manager will collaborate with the AVP and VP of Strategic Enrollment Management, program leads, and subject matter experts to shape and execute a long-term roadmap that enhances recruitment, retention, student success, alumni engagement, and stakeholder experience through CRM technologies. This position will also oversee and manage CRM vendor relationships, documentation standards, and platform administration to ensure data-driven decision-making and operational excellence.

Essential Functions & Required Knowledge, Skills and Abilities

The following are the functions essential to performing this job.

• Lead, mentor, and manage a CRM supporting multi-functional departments across the university.
• Develop a CRM vision and roadmap that aligns with institutional strategic goals, enrollment priorities, and student lifecycle needs.
• Promote user adoption and act as a CRM advocate across academic and administrative units.
• Manage CRM project lifecycles, including case intake, requirements gathering, stakeholder coordination, scope definition, and status reporting.
• Oversee project timelines, resources, capacity planning, and task prioritization to ensure successful and timely delivery.
• Coordinate project planning meetings and facilitate cross-functional collaboration with program leads and executive sponsors.
• Administer CRM platform(s), including environment refresh cycles, release management, integrations, and upgrades.
• Establish CRM governance protocols, documentation standards, and system usage policies.
• Assist SEM Budget Manager with platform renewals and CRM vendor relationships.
• Identify opportunities to improve business process through automation and CRM-enabled solutions.
• Develop and refine operational workflows, user training modules, and documentation repositories.
• Ensure CRM solutions are scalable, secure, and aligned with institutional data governance and compliance standards.
• Develop dashboards, key performance indicators (KPIs), and data visualizations to support strategic initiatives.
• Partner with institutional research and analytics teams to ensure data integrity and usability.
• Provide regular updates on roadmap progress, metrics, and return on investment to university leadership.

• Remain current on emerging CRM technologies, higher education trends, and student success best practices.
• Attend conferences, vendor workshops, and webinars relevant to CRM strategy, data governance, and technology integration.

• Strategic thinker with an innovative mindset and commitment to service excellence.
• Technologically fluent with the ability to translate business needs into CRM solutions.
• Passion for improving student, alumni, and stakeholder engagement through digital transformation.

Qualification Standards

• Education: Bachelor’s degree
• Demonstrate experience managing CRM systems, platforms (e.g., Salesforce, Slate, Microsoft Dynamics, Anthology).
• Strong analytical, organizational, and project management skills with a proven track record of managing concurrent complex initiatives.
• Self-starter with excellent communication, collaboration, and decision-making capabilities.
• Ability to learn new systems quickly and operate effectively in a fast-paced, cross-functional environment.

EEO Statement

Delaware State University is an Equal Opportunity Employer. The University does not discriminate on the basis of gender, race, religion, age, national origin, color, marital status, sexual orientation, citizenship or disability, veteran or military status, gender identity or genetic information. Auxiliary aids and services are available upon request to individuals with disabilities. The University is committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.

Equal opportunity employer/program'' and “auxiliary aids and services are available upon request to individuals with disabilities''.