Note: This is for 1 Temporary Full-Time vacancy with a contract duration of 2 years from the date of hire.
This position is deemed a critical vacancy.
Work Mode: Hybrid – This position requires minimum 1 day onsite per week in London, Ontario.
Hours: 8:30 a.m. - 4:30 p.m. Monday - Friday
Why this Role is Important
The Program Lead, Enterprise CRM acts as a strategic liaison between Information Technology and key stakeholders across recruitment, admissions, enrolment services, student services, academic divisions, continuing education, marketing, advancement, and alumni relations. The role brings together business and technology partners to improve processes, align data and systems, and design student-centred experiences that support Fanshawe's Student Enrolment Management strategy. By facilitating collaboration across academic and administrative areas, the Program Lead helps ensure CRM initiatives enhance recruitment, student success, retention, engagement, and institutional effectiveness throughout the learner lifecycle.
Reporting to the Director, Enterprise Applications and Data Solutions, the Program Lead, Enterprise CRM (Higher Education) leads business analysis, process mapping, journey mapping, stakeholder engagement, program coordination, and delivery support for Fanshawe College’s CRM Program. This role will work in parallel to the Enterprise CRM and DRM Systems Architect (Team Lead), providing project management, business analytics, and program liaison support allowing the technical architect to focus on system administration, support, maintenance, architecture, design, development and other activities related to the software development life cycle.
The position works closely with the Executive Director, Information Technology as executive sponsor and strategic lead to ensure CRM priorities, decisions, and outcomes align with institutional strategy, the student lifecycle, operational needs, data governance, and enterprise technology direction. The Program Lead, Enterprise CRM (Higher Education) supervises the Advancement Services Coordinator for the duration of the contract and coordinates cross-functional CRM work across academic, administrative, recruitment, marketing, enrolment, student services, IT, and external partner stakeholders.
How You’ll Make An Impact
CRM Program Business Analysis, Process Mapping, Journey Mapping and Stakeholder Engagement
- Leads business analysis activities for the CRM Program, including discovery, current state assessment, future state design, requirements gathering, process mapping, journey mapping, gap analysis, service blueprinting, and options assessment
- Facilitates workshops, interviews, working sessions, and consultation activities with academic and administrative stakeholders to understand needs, pain points, service expectations, data requirements, handoffs, and operational impacts
- Develops business requirements, user stories, acceptance criteria, decision records, business rules, process flows, journey maps, service blueprints, and related documentation to support CRM planning, configuration, implementation, and adoption
- Works with stakeholders across recruitment, marketing, admissions, enrolment services, student services, academic areas, continuing education, international, alumni, and other service areas to ensure CRM design supports a coordinated student lifecycle experience
- Proactively identifies opportunities to improve service delivery, reduce duplication, strengthen data quality, streamline handoffs, and create more consistent engagement across the student journey
- Prepares analysis, recommendations, briefing materials, status updates, and decision support for the Director, Enterprise Applications and Data Solutions and the Executive Director, Information Technology in support of CRM governance and institutional alignment
- Ensures CRM business needs are aligned with enterprise architecture principles, data governance expectations, privacy and security requirements, accessibility requirements, and the College’s broader digital strategy
Program Leadership, Salesforce Delivery Coordination and Analyst Supervision
- Leads and coordinates program management activities for assigned CRM initiatives, including work planning, milestone tracking, risk and issue management, action item follow-up, dependency tracking, and reporting
- Works with the team Lead CRM and DRM to align developer and programmer resources
- Supervises the Advancement Systems Coordinator for the duration of the contract, including assigning work, setting priorities, providing coaching and functional direction, reviewing deliverables, supporting issue resolution, and monitoring workload and performance against CRM program priorities
- Coordinates work across IT teams, business stakeholders, vendors, consultants, and implementation partners to ensure activities are understood, sequenced, assigned, documented, and completed
- Develops and maintains integrated project plans, schedules, status reports, RAID logs, meeting notes, decision logs, and other project documentation required to support delivery discipline and accountability
- Supports vendor and implementation partner engagement by coordinating requirements discussions, design reviews, testing activities, documentation reviews, and issue resolution
- Supports testing, user acceptance planning, readiness activities, training coordination, communications, and post-implementation review
Data, Reporting, Integration and Process Alignment
- Works with IT, institutional research, recruitment, marketing, student wellbeing, academic areas, and other stakeholders to define CRM data needs, reporting requirements, process impacts, and integration considerations
- Supports the identification of data sources, data quality issues, data ownership, consent requirements, business rules, integration points, reporting needs, and lifecycle considerations
- Collaborates with technical teams to ensure business requirements are translated accurately into functional specifications, configuration decisions, integration requirements, and testing scenarios
- Helps ensure CRM processes support privacy, consent, records management, information security, accessibility, and data governance requirements
- Assists with the development of performance measures, dashboards, operational reports, and adoption indicators that help assess CRM value and service improvement
Change Enablement, Communication and Adoption Support
- Supports change readiness activities by helping stakeholders understand future state processes, role impacts, timelines, decisions, and expected benefits
- Develops or contributes to communication materials, training inputs, stakeholder updates, process guides, and adoption support materials
- Identifies stakeholder concerns, resistance points, service impacts, and adoption risks, and works with project and leadership teams to address them
- Promotes a collaborative, service-oriented, pragmatic approach to CRM implementation, balancing institutional consistency with the practical needs of different service areas
Perform Other Duties As Assigned
What You'll Bring
- Post-secondary 4 year degree in Business Analysis, Business Administration, Information Systems, Computer Science, Marketing Technology, Communications, Project Management, or a related discipline
- Professional certification or training in business analysis, project management, process improvement, journey mapping, or change management preferred; such as Certified Business Analysis Professional, Professional in Business Analysis, Project Management Professional, Certified Associate in Project Management, Prosci change management, Lean Six Sigma, or equivalent training
- Minimum of seven years of progressive experience in business analysis, systems analysis, project coordination, stakeholder engagement, process improvement, or digital transformation within a complex higher education environment
- An equivalent combination of education and experience may be considered
- Required experience supporting CRM, student information, enrolment, recruitment, advising, student services, marketing, case management, or other enterprise systems connected to the student lifecycle
- Demonstrated experience leading process mapping, journey mapping, workshops, requirements gathering, stakeholder consultation, business process redesign, and cross-functional project activities
- Experience coordinating or supervising analysts, project resources, business subject matter experts, or cross-functional work groups is required
- Experience working with senior leaders, operational managers, front-line users, technical teams, vendors, consultants, and implementation partners
- Experience or training related to CRM platforms used in higher education, student recruitment, enrolment management, marketing automation, case management, student success, or customer experience design is strongly preferred
- Experience with Salesforce or a comparable CRM platform is strongly preferred
- Strong knowledge of higher education business processes, student lifecycle operations, CRM program delivery, process mapping, journey mapping, stakeholder engagement, requirements elicitation, facilitation, documentation, and project coordination
- Demonstrated ability to translate complex stakeholder needs into clear requirements, process models, journey maps, options, recommendations, and implementation plans
- Experience working with CRM platforms, Salesforce capabilities, Blackbaud capabilities (preferred not required), enterprise systems, data flows, reporting requirements, integrations, and business process design in a complex service environment
- Strong communication, conflict resolution, presentation, analytical, organizational, supervisory, and relationship management skills
What This Opportunity Offers
- Comprehensive Pension: Join a defined-benefit pension plan (through the CAAT Pension Plan) that delivers predictable lifetime retirement income.
- Professional Development: Learning is at the heart of the Fanshawe experience - for both students and employees.
- Inclusive, Meaningful Campus environment: Work alongside passionate colleagues in an inclusive culture that values diversity, drives student success, and connects you to the local community and campus life.
Ready to Apply?
If you're passionate about business transformation, stakeholder collaboration, and improving the student experience through innovative CRM solutions, we encourage you to apply.
Fanshawe College uses Workday to manage recruitment and hiring processes.
Educational Credentials
While transcripts are not required for the interview, they are mandatory as a condition of employment.
Equity, Diversity and Inclusion
Fanshawe College is an equal opportunity employer. We are committed to equity, value diversity, and welcome applicants from diverse backgrounds.
Accommodation
Fanshawe College provides accommodations to job applicants with disabilities throughout the hiring process. If a job applicant requires an accommodation during the application process or through the selection process, the hiring manager and the recruiter leading the recruitment will work with the applicant to meet the job applicant’s accommodation needs. Accommodation requests per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act can be emailed to: askhr@fanshawec.ca
Land Acknowledgement
Fanshawe College would like to acknowledge and honour the Anishinaabe, Lotinuhsyuní and Lenape people of southwestern Ontario as the traditional owners and custodians of the lands and waterways where Fanshawe College is located.
We thank all applicants for their interest; however, only those chosen for an interview will be contacted.
