The City University of New York
Associate Director of Enrollment CRM Systems, Office of Enrollment Management (U
The City University of New York, New York, New York, us, 10261
Associate Director of Enrollment CRM Systems, Office of Enrollment Management
The Office of Enrollment Management (OEM) at the City University of New York (CUNY) provides centralized leadership and support to all 25 campuses in promoting access, equity, and operational excellence throughout the student enrollment process. OEM manages key university-wide functions, including the University Application Processing Center, international student visa operations, financial aid, and registrar initiatives, ensuring that every student has a clear, well‑supported path from application to enrollment.
Position Details The Associate Director of Enrollment CRM Systems will join a newly established unit – the Office of Enrollment Solutions and Innovation – created to modernize, align, and optimize CUNY’s enrollment technologies and business processes. This position reports to the University Director of Enrollment Solutions and Innovation and plays a critical role in implementing and managing CUNY’s first enterprise‑wide Customer Relationship Management (CRM) platform. The Associate Director will serve as the primary CRM functional lead, responsible for building a strong organizational framework that supports consistent communication, workflow automation, and data‑informed decision‑making across CUNY Central and all campuses.
Responsibilities
Serve as the primary CRM administrator and subject‑matter expert for OEM, ensuring the platform supports strategic recruitment and admissions goals.
Lead the implementation and ongoing management of the CRM system, including structure design, workflow development, user access, and data governance.
Collaborate with the Office of Admissions and Recruitment (Admission Services, Undergraduate Recruitment, Graduate Studies, and CUNY Welcome Center) to align on student engagement and communication needs such as recruitment travel, event management, decision release protocols, drip marketing campaigns, transfer student population, international students, adult learners, college stop‑outs, and non‑degree students.
Partner with other OEM units and campus chief enrollment officers to ensure effective use of the CRM for student engagement, communication, and application management.
Develop and maintain CRM‑related policies, training materials, and user documentation; organize and facilitate training for Central and campus staff.
Monitor data integrity and ensure compliance with privacy and security standards, including FERPA.
Collaborate with CUNY Central units and third‑party service providers to ensure functionality and data integration.
Evaluate and improve CRM‑enabled business processes to enhance the student experience, streamline operations, and support institutional goals.
Lead and document functional testing, quality assurance, and continuous improvement activities.
Contribute to long‑term strategic planning for enrollment technology and data systems across the University.
Perform other duties as assigned.
Qualifications Minimum
Bachelor’s degree and six years of related experience.
Minimum of four (4) years of experience with CRM or student application management systems within higher education admissions or enrollment management settings.
Demonstrated experience in the implementation, configuration, and optimization of CRM and Student Information Systems (e.g., PeopleSoft Campus Solutions or comparable platforms).
Deep understanding of the admissions lifecycle for undergraduate, graduate, transfer, adult, and non‑degree applicants.
Proven ability to manage data integration between CRM and SIS environments, ensuring data accuracy, compliance, and operational efficiency.
Demonstrated skill in developing reports, dashboards, and business intelligence tools to support enrollment strategies and decision‑making.
Strong project management and analytical skills, with the ability to coordinate multiple priorities and stakeholders across functional teams.
Excellent oral and written communication skills, including the ability to convey technical information to non‑technical audiences.
Experience leading cross‑functional collaborations and supporting organizational change in technology implementation.
Knowledge of FERPA, data governance, and best practices in higher education data security.
Preferred
Master’s degree.
Compensation and Benefits The salary range is
$102,408 – $113,982 , commensurate with credentials, education, and experience. CUNY’s benefits include health plans, retirement/pension benefits, tuition waivers for CUNY graduate study, and generous paid time off, among other wellness and professional development programs.
How to Apply Submit a cover letter and resume online via CUNY’s web‑based job system, addressing how your experience and credentials meet the responsibilities and qualifications outlined. Current CUNY employees must apply through CUNYfirst Employee Self Service.
Closing Date Open until filled.
Equal Employment Opportunity CUNY encourages people with disabilities, minorities, veterans, and women to apply. At CUNY, Italian Americans are also included among our protected groups. Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer.
Job ID: 30695 Location: Central Office
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Position Details The Associate Director of Enrollment CRM Systems will join a newly established unit – the Office of Enrollment Solutions and Innovation – created to modernize, align, and optimize CUNY’s enrollment technologies and business processes. This position reports to the University Director of Enrollment Solutions and Innovation and plays a critical role in implementing and managing CUNY’s first enterprise‑wide Customer Relationship Management (CRM) platform. The Associate Director will serve as the primary CRM functional lead, responsible for building a strong organizational framework that supports consistent communication, workflow automation, and data‑informed decision‑making across CUNY Central and all campuses.
Responsibilities
Serve as the primary CRM administrator and subject‑matter expert for OEM, ensuring the platform supports strategic recruitment and admissions goals.
Lead the implementation and ongoing management of the CRM system, including structure design, workflow development, user access, and data governance.
Collaborate with the Office of Admissions and Recruitment (Admission Services, Undergraduate Recruitment, Graduate Studies, and CUNY Welcome Center) to align on student engagement and communication needs such as recruitment travel, event management, decision release protocols, drip marketing campaigns, transfer student population, international students, adult learners, college stop‑outs, and non‑degree students.
Partner with other OEM units and campus chief enrollment officers to ensure effective use of the CRM for student engagement, communication, and application management.
Develop and maintain CRM‑related policies, training materials, and user documentation; organize and facilitate training for Central and campus staff.
Monitor data integrity and ensure compliance with privacy and security standards, including FERPA.
Collaborate with CUNY Central units and third‑party service providers to ensure functionality and data integration.
Evaluate and improve CRM‑enabled business processes to enhance the student experience, streamline operations, and support institutional goals.
Lead and document functional testing, quality assurance, and continuous improvement activities.
Contribute to long‑term strategic planning for enrollment technology and data systems across the University.
Perform other duties as assigned.
Qualifications Minimum
Bachelor’s degree and six years of related experience.
Minimum of four (4) years of experience with CRM or student application management systems within higher education admissions or enrollment management settings.
Demonstrated experience in the implementation, configuration, and optimization of CRM and Student Information Systems (e.g., PeopleSoft Campus Solutions or comparable platforms).
Deep understanding of the admissions lifecycle for undergraduate, graduate, transfer, adult, and non‑degree applicants.
Proven ability to manage data integration between CRM and SIS environments, ensuring data accuracy, compliance, and operational efficiency.
Demonstrated skill in developing reports, dashboards, and business intelligence tools to support enrollment strategies and decision‑making.
Strong project management and analytical skills, with the ability to coordinate multiple priorities and stakeholders across functional teams.
Excellent oral and written communication skills, including the ability to convey technical information to non‑technical audiences.
Experience leading cross‑functional collaborations and supporting organizational change in technology implementation.
Knowledge of FERPA, data governance, and best practices in higher education data security.
Preferred
Master’s degree.
Compensation and Benefits The salary range is
$102,408 – $113,982 , commensurate with credentials, education, and experience. CUNY’s benefits include health plans, retirement/pension benefits, tuition waivers for CUNY graduate study, and generous paid time off, among other wellness and professional development programs.
How to Apply Submit a cover letter and resume online via CUNY’s web‑based job system, addressing how your experience and credentials meet the responsibilities and qualifications outlined. Current CUNY employees must apply through CUNYfirst Employee Self Service.
Closing Date Open until filled.
Equal Employment Opportunity CUNY encourages people with disabilities, minorities, veterans, and women to apply. At CUNY, Italian Americans are also included among our protected groups. Applicants and employees will not be discriminated against on the basis of any legally protected category, including sexual orientation or gender identity. EEO/AA/Vet/Disability Employer.
Job ID: 30695 Location: Central Office
#J-18808-Ljbffr