Director of Student Engagement Systems

NorthWest Arkansas Community College (NWACC) provides quality and affordable higher education to empower lives and strengthen communities within Northwest Arkansas and surrounding areas. As the largest community college in Arkansas, NWACC is recognized as a leader in education. NWACC offers a full range of associate degrees, certificates and workforce training programs that prepare students for rewarding futures and careers. NWACC employees are dedicated to fostering a diverse educational community and cultural learning environment that supports student success. The Director of Student Engagement Systems provides strategic leadership for the College’s customer relationship management strategy, governance, and performance across the student lifecycle. Reporting to the Dean of Community and Student Engagement, this role partners with Enrollment, Marketing, IT, and Student Affairs to ensure CRM tools and processes support recruitment, onboarding, and engagement goals. The Director oversees data governance, integrations, change management, and staff supervision to ensure consistent, effective use of CRM capabilities. Essential Duties: - Provide institutional leadership for customer relationship management (CRM) strategy, governance, and performance across the student lifecycle - Translate enrollment and student success priorities into CRM‑supported workflows, engagement models, and reporting requirements - Establish and maintain CRM governance standards, including data use, segmentation, communication rules, and compliance practices - Define standards for CRM documentation, change records, and operational artifacts - Oversee CRM system integrations and dependencies in collaboration with IT and data governance partners - Define success metrics and reporting frameworks to evaluate recruitment, onboarding, and engagement outcomes - Lead change management efforts to support effective CRM adoption and consistent use across departments - Collaborate with Marketing, Student Affairs, and Institutional Research to prioritize CRM enhancements and resolve cross‑functional needs - Establish and oversee processes for CRM request intake, prioritization, and approval to ensure alignment with institutional goals and capacity. - Supervise CRM staff, including setting priorities, approving work plans, and evaluating performance - Additional duties may be assigned as necessary to support the goals and objectives of the department and college Rate of Pay: $75,147 annualized *Higher compensation may be considered based on qualifications directly related to position. Completed applications received by April 10, 2026 will be assured full consideration. Late Applications will be reviewed as necessary to fill the position. Minimum Qualifications: - Bachelor’s degree from an accredited institution of higher education in information systems, business administration, data analytics, information technology management, or a related field - At least two years of progressively responsible experience in CRM strategy, enterprise systems leadership, or technology‑enabled operations - At least five years of demonstrated experience supervising professional staff Preferred Qualifications: - Master’s degree in business administration, information systems, information technology management, public administration, organizational leadership, or a related field - Experience leading institution‑wide or cross‑functional initiatives involving data, systems, or process governance - Experience in enrollment management, admissions operations, marketing automation, or student success workflows - Change management and training delivery experience related to technology adoption Knowledge, Skills, and Abilities: - Knowledge of CRM concepts, data governance principles, and lifecycle‑based engagement strategies - Skill in translating institutional goals into system requirements, priorities, and measurable outcomes - Ability to analyze performance data and communicate insights to technical and non‑technical audiences - Ability to lead cross‑functional collaboration while maintaining clear roles and decision authority - Strong organizational and project management skills - Strong written and verbal communication skills, including the ability to facilitate complex discussions - Ability to adapt to changing priorities and guide continuous improvement efforts Physical Demands/Work Environment: The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations. While performing the functions of this job, the employee is: Frequently: • Manipulate items with fingers, including keyboarding • Sitting • Standing • Walking Constantly: • Hearing • Repetitive motion • Talking The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; and/or visual inspection at distances close to the eyes. Environmental Conditions: The following work environment characteristics are representative of those encountered by employees while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. The work environment typically consists of a professional office setting with a moderate noise level, including sounds from conversations, office equipment, and occasional movement of staff. Lighting is standard for office spaces, and the temperature is controlled to remain within a comfortable range. Employees may occasionally need to visit other areas, such as storage rooms, conference spaces, or outdoor locations, where environmental conditions may vary. Infrequently, exposure to louder noise levels or physical activities, such as moving lightweight materials, might be required. NWACC is an Equal Opportunity Employer, please see our EEO policy.