Associate Director, CRM Strategy & Development
Apply NowCompany: Toronto Metropolitan University
Location: Toronto, ON M4E 3Y1
Description:
At the intersection of mind and action, Toronto Metropolitan University (TMU) is on a transformative path to become Canada's leading comprehensive innovation university. Integral to this path is the placement of equity, diversity and inclusion as fundamental to our institutional culture. Our current academic plan outlines each as core values and we work to embed them in all that we do.
TMU welcomes those who have demonstrated a commitment to upholding the values of equity, diversity, and inclusion and will assist us in realizing the benefits of embedding these values into the work at every level and in every unit of the university. In addition, to correct the conditions of disadvantage in employment in Canada and to bring lived experiences to the work, we encourage applications from members of equity deserving groups that have been historically disadvantaged and marginalized, including First Nations, Mtis and Inuit Peoples in Canada, First Nations Peoples in the United States, racialized people, Black people, persons with disabilities, women, and 2SLGBTQ+ people. Preference will be given to candidates with lived experiences as people from equity deserving groups, as well as experience working with these communities with which the University works every day. Please note that all qualified candidates are encouraged to apply and we welcome newcomers and immigrants to Canada.
In April 2022, the university announced its new name of Toronto Metropolitan University. Learn more about our next chapter .
About the Office of Vice Provost, Students:
With a focus on responsiveness and empathy, the Vice-Provost, Students oversees a portfolio of over 370 employees who work across the following core areas: The Office of the Registrar, Athletics & Recreation, Student Affairs, Student Wellbeing and Student Communications.
The Office of the Vice-Provost, Students (OVPS) actively supports the university's academic plan, and its strategic priority of enabling greater student engagement and success through exceptional experiences.
The Opportunity
As a strategic thought leader and technology partner, the Associate Director provides visionary direction for the evolution of the Customer Relationship Management (CRM) platform across all units within the Office of the Vice-Provost, Students (OVPS)-including the Office of the Registrar-and International Student Enrolment, Education and Inclusion (ISEEI).
This role sits within the Student Communications team and collaborates closely with OVPS unit leaders to design and implement a dynamic CRM roadmap that aligns with the division's mission, drives digital transformation, and defines clear success metrics.
With a strong focus on sustainability and scalability, the Associate Director leads the development of an adaptable CRM infrastructure that enhances operational effectiveness throughout the entire applicant and student lifecycle-ultimately supporting student success and strategic enrolment outcomes.
A champion of data-informed decision-making, this role plays a pivotal part in fostering a culture that leverages technology and insights to deliver measurable business value and elevate the student experience.
Here are some of the things you can expect to do in this role:
CRM Strategy Development and Execution
Leadership Competencies
Leaders at TMU are required to demonstrate the following Leadership Competencies:
To help us learn more about you, please provide a cover letter and resume describing how you meet the following required qualifications:
Position Number(s) 20004203 Reports To Director, Student Communications Department Student Communications, OVPS Employee Group MAC Vacancy Type FTCE - this is an existing position Work Location Hybrid Start Date ASAP End Date N/A Hours of Work 36.25 Grade D62 Salary Scale $106,214 - $169,666 Hiring Salary Range $106,214 - $137,940 TA Specialist Claudiu Posting Date April 25, 2025 Application Close Date May 5, 2025
TMU welcomes those who have demonstrated a commitment to upholding the values of equity, diversity, and inclusion and will assist us in realizing the benefits of embedding these values into the work at every level and in every unit of the university. In addition, to correct the conditions of disadvantage in employment in Canada and to bring lived experiences to the work, we encourage applications from members of equity deserving groups that have been historically disadvantaged and marginalized, including First Nations, Mtis and Inuit Peoples in Canada, First Nations Peoples in the United States, racialized people, Black people, persons with disabilities, women, and 2SLGBTQ+ people. Preference will be given to candidates with lived experiences as people from equity deserving groups, as well as experience working with these communities with which the University works every day. Please note that all qualified candidates are encouraged to apply and we welcome newcomers and immigrants to Canada.
In April 2022, the university announced its new name of Toronto Metropolitan University. Learn more about our next chapter .
About the Office of Vice Provost, Students:
With a focus on responsiveness and empathy, the Vice-Provost, Students oversees a portfolio of over 370 employees who work across the following core areas: The Office of the Registrar, Athletics & Recreation, Student Affairs, Student Wellbeing and Student Communications.
The Office of the Vice-Provost, Students (OVPS) actively supports the university's academic plan, and its strategic priority of enabling greater student engagement and success through exceptional experiences.
The Opportunity
As a strategic thought leader and technology partner, the Associate Director provides visionary direction for the evolution of the Customer Relationship Management (CRM) platform across all units within the Office of the Vice-Provost, Students (OVPS)-including the Office of the Registrar-and International Student Enrolment, Education and Inclusion (ISEEI).
This role sits within the Student Communications team and collaborates closely with OVPS unit leaders to design and implement a dynamic CRM roadmap that aligns with the division's mission, drives digital transformation, and defines clear success metrics.
With a strong focus on sustainability and scalability, the Associate Director leads the development of an adaptable CRM infrastructure that enhances operational effectiveness throughout the entire applicant and student lifecycle-ultimately supporting student success and strategic enrolment outcomes.
A champion of data-informed decision-making, this role plays a pivotal part in fostering a culture that leverages technology and insights to deliver measurable business value and elevate the student experience.
Here are some of the things you can expect to do in this role:
CRM Strategy Development and Execution
- Work with the Director, Student Communications to develop and execute a CRM strategy that articulates a mission, vision, and objectives for the CRM team, and that is aligned with the university's strategic enrolment management goals.
- Provide oversight for CRM initiatives and lead the development of a CRM framework throughout the division.
- Lead communication with business units to identify recruitment, enrolment and student services process gaps that can be resolved by leveraging CRM technologies.
- Oversee the maintenance and operations support of CRM to achieve strategic enrolment goals though improved business processes.
- Establish data-management policies and procedures to ensure privacy and security compliance of university tools and data.
- Directly supervise the CRM Manager and CRM support positions; establish goals, set expectations, and assign and prioritize tasks.
- Hire, train, and develop assigned staff as required.
Leadership Competencies
Leaders at TMU are required to demonstrate the following Leadership Competencies:
- Acts with Integrity: Demonstrates behaviors aligned with high ethical standards and personal integrity and acts in accordance with TMU values.
- Builds Relationships of Trust & Collaboration: Actively builds a culture of trust and fosters meaningful relationships.
- Leads Inclusively: Creates an inclusive environment where everyone is respected, recognized, empowered to achieve their potential, and valued for their differences.
- Demonstrates Organizational Acumen: Understands and respectfully navigates complex internal and external environments using sound judgment, diplomacy, and tact.
- Drives Vision & Results: Creates and implements a vision grounded in sound decision-making to achieve desired outcomes.
To help us learn more about you, please provide a cover letter and resume describing how you meet the following required qualifications:
- Completion of a post-secondary degree in Computer Science, Software Engineering, Business Administration with a focus on Information Systems, or a related technical field.
- A minimum of seven (7) years demonstrated technical systems development and support experience, including leadership experience with strategic planning and execution.
- Experience in enterprise architecture, software development, data management and governance, information privacy and security, integrations and workflows, business intelligence, and data-driven process optimization.
- Experience in architecting, designing and implementing high volume, high availability systems, complex enterprise-wide projects that require in-depth knowledge across multiple domains.
- Experience partnering with cross-functional areas to build enterprise end-to-end system solutions that are customer focused.
- Experience leading a team in a unionized environment.
- Strong business acumen and the ability to present strategies and risk analysis findings to senior leadership.
- Ability to lead and manage data integration, data migration, data transformation, business intelligence and reporting projects.
- Knowledge of all phases of the Software Development Lifecycle (planning, requirements, design, development, testing, deployment and maintenance) and its methodologies (Agile, Scrum, Waterfall).
- Demonstrated success in the implementation of process improvement initiatives for service excellence.
- Sound knowledge of data governance, database management and data modeling concepts.
- Knowledge of CRM technologies, platforms and integration approaches.
- Equivalent experience or a combination of equivalent experience and education may be accepted in place of education.
Position Number(s) 20004203 Reports To Director, Student Communications Department Student Communications, OVPS Employee Group MAC Vacancy Type FTCE - this is an existing position Work Location Hybrid Start Date ASAP End Date N/A Hours of Work 36.25 Grade D62 Salary Scale $106,214 - $169,666 Hiring Salary Range $106,214 - $137,940 TA Specialist Claudiu Posting Date April 25, 2025 Application Close Date May 5, 2025
- Equivalent experience or a combination of equivalent experience and education may be accepted in place of education.
- As part of the selection process, candidates may be required to complete an occupational assessment.
- Applications will only be accepted online through Toronto Metropolitan University's career site.
- We will provide an accessible experience for applicants, students, employees, and members of the Toronto Metropolitan University community. We are committed to providing an inclusive and barrier-free work environment, starting with the recruitment process. If you have restrictions that need to be accommodated to fully participate in any phase of the recruitment process, please submit your request through the AskHR webform . All information received in relation to accommodation will be kept confidential.