Director, CRM Transformation
York University
Toronto, Canada
3d ago

Purpose :

York University is embarking on a multi-year transformation of its student administrative system (Student System Renewal Program - SSRP), changing from its current enterprise resource planning (ERP) tool, to a vendor-driven solution supporting faculty and staff to achieve their academic and administrative needs and to support students to easily perform core administrative functions.

The SSRP is a large multi-year program (estimated at over $40,000,000) for the University and will transform how York interacts and works to facilitate student, faculty, and staff success through the student's educational journey creating a cohesive, integrated experience for all users.

The University has made a significant financial investment in this program as it will involve and impact the entire university community and will provide transformed business processes and system infrastructure to support the fundamental academic mission of the university.

As part of the Student Systems Renewal Program, the Director, CRM Transformation, oversees the business and technology transformation of the York's Customer Relationship Management (CRM) system.

The Customer Relationship Management project will guide and manage York's interaction with learners throughout the life cycle from leads to alumni.

It will leverage data analysis about prospect and student history with York to improve relationships, retention and ultimately drive enrolment growth, engagement and fundraising.

The CRM will establish the uniqueness of a person using a master data management approach so that we may engage with community members as lifelong learners and alumni.

The CRM will interface with York's current application and information landscape as well as the new NextGen SIS, Identity and Access Management solutions and Institutional Reporting.

The Director, CRM Transformation will be a critical team member who harnesses the time and talents of key stakeholders and the SSRP team members towards achieving project and program goals and objectives.

This role reports to the Program Director and works in close collaboration with the Director, Architecture and Systems Transformation, Director, Business Transformation, Director Overall Change Management, Program Control Officer, Program and Project Governance Committees, other Transformation Directors, Solution Integrator Project Resources and University Stakeholder groups.

Education :

University degree in technology, computer science, business or marketing. Project Management certification not required but considered an asset.

Experience :

10+ years of experience in the use of CRM technologies. 5+ years combined experience with CRM and / or large system implementations and deployments.

Knowledge of CRM platforms and integration approaches. Higher Education knowledge an asset.

Skills :

Excellent communication skills (verbal and written). Strong organizational, analytic and problem-solving skills. Demonstrated ability to work in a team environment.

Experience with managing projects, budgets and resources.

Additional Notes :

Work will occur in an open-concept collaborative office setting.

The role will be balancing a number of requirements and dealing with complexity and issues in a fast-paced setting. Timelines will require focus and concentration.

The Director will need to meet with project participants at several locations on both Keele and Glendon campuses. Occasional travel may be required.

This role does not have physical demands.

Please note : This position requires the candidate to produce a verification of degree(s), credentials(s), or equivalencies from accredited institutions and / or international equivalents at the time of interview.

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  • Compensation :
  • York implemented a revised CPM Compensation Framework in 2019. The Framework is a salary grid consisting of 6 or 8 steps (depending on job grade) which is reviewed annually with possible adjustments, and a lump sum Merit Incentive Award.

    Employees will receive the grid adjustment and depending on performance, eligible permanent employees may move to the next step of the grid and may receive a performance lump sum Merit Incentive Award.

    Visit the CPM Compensation page on the HR Website to find out more about York's CPM Compensation Program.

    The University welcomes applications from all qualified individuals, including, but not limited to women, persons with disabilities, visible minorities (racialized), aboriginal (Indigenous) persons and persons of any gender identity and sexual orientation.

    York University is committed to a positive, supportive and inclusive environment.

    York University offers accommodation for applicants with disabilities in its recruitment processes. If you are contacted by York University regarding a job opportunity or testing, please advise if you require accommodation.

    We are committed to enhancing our environmentally and socially responsible practices for the benefit of all members of the York community.

    Our long term perspective recognizes our responsibility to be innovators and to continually work as a community to reduce our ecological impact.

    York University employees must apply to jobs through the Employee Career Portal - YU Hire. If you are a current York University employee and / or are using your rights under a collective agreement to view and / or apply to jobs, you MUST log into YU Hire to access the York University Employee Career Portal.

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