Director of Digital Engagement (CRM/Salesforce)

Overview

Director of Digital Engagement (CRM/Salesforce) is responsible for architecting and leading the digital transformation of the University's engagement ecosystem, leveraging Salesforce and CRM technologies to create personalized, intuitive experiences for students from inquiry through graduation and beyond. This role reports to the Associate VP DevOps and aims to break down silos, automate processes, and unlock insights to drive educational outcomes.

Fordham University is a Jesuit institution founded in 1841 with campuses in the Bronx, Manhattan, West Harrison, and other locations, offering a comprehensive benefits package and a commitment to Jesuit education.

Essential Functions

• Leads the design and implementation of enterprise-grade CRM solutions using Salesforce (Sales/Service/Experience/Marketing Cloud, etc.), guiding project decisions with in-depth knowledge of Salesforce features.
• Architects data models, integration layers, and user experience flows to enable seamless journeys for students, alumni, parents, staff, and faculty; assists in configuring and customizing solutions to meet program needs.
• Serves as the primary point of contact for large-scale CRM/Salesforce transformation initiatives, overseeing multiple workstreams from initial discussions to deployment and support.
• Establishes architectural governance for CRM programs, ensuring consistency, security, and alignment with enterprise standards; mentors solution architects and technical leads across delivery teams.
• Shapes CRM transformation strategies, including modernization of legacy platforms, migration, and mobile-first CRM adoption; promotes intelligent CRM features such as predictive scoring, next best action, intelligent routing, and conversational interfaces.
• Creates efficient architectural documentation to accelerate development and maintain deployment stability while enabling innovation.
• Evaluates CRM tools, accelerators, and AI/ML capabilities to drive automation, personalization, and productivity; leads proofs of concept, tool comparisons, and roadmap development.

Qualifications Education and Experience

• Bachelor's degree in a technology field or related field.
• Minimum of 5 years of technology architecture experience and experience in Salesforce Architecture, including Sales, Service, CRM Analytics (CRMA), and Marketing Cloud.

Knowledge and Skills

• Proven leadership experience managing cross-functional teams in academic or technology-focused organizations.
• Strong communication skills to liaise with faculty, administrative staff, and technology partners; ability to drive CRM initiatives with stakeholders.
• 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 leading cross-disciplinary teams and integrating interfaces with Salesforce using APIs, web services, and ETL (Talend, MuleSoft).
• Understanding of customer journey analytics and ability to resolve complex technical issues; demonstrated creativity and critical thinking.

Preferred Qualifications

• Master's degree in Information Technology, Business Administration, Educational Technology, or related field or equivalent applied experience.
• Experience in higher education and in customizing CRM platforms to boost student and faculty engagement.
• Experience with Salesforce Mobile Publisher and leading change management initiatives.
• Familiarity with data analysis tools and methodologies in a CRM context.

Compensation and Position Details

• Minimum Starting Salary: $144,000
• Maximum Starting Salary: $180,000
• Salary is commensurate with qualifications, experience, and skills.
• Union position: No
• Posting Number: A925P
• Number of Vacancies: 1
• Start Date: ASAP
• Posting Date: 08/13/2025

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.

Documents Needed to Apply

• Required Documents
• Resume
• Cover Letter
• Optional Documents

Supplemental questions

Required fields are indicated on the application form.