Senior Director of CRM Systems

Job Description

The University of Tennessee Foundation, Inc (UTFI) invites applications and nominations to fill the position of Senior Director of CRM Systems. Reporting to the VP of Technology & Innovation, Chief Technology Officer, the Senior Director of CRM Systems is responsible for providing enterprise leadership for UTFI's Constituent Relationship Management (CRM) ecosystem and related advancement technologies.


This position is responsible for maximizing business value, user adoption, and organizational impact by


aligning CRM capabilities with fundraising, alumni engagement, stewardship, and operational priorities


across the UT System. The Senior Director serves as the primary bridge between advancement partners,


campus stakeholders, and technical teams. Ensuring solutions are user centered, scalable, secure, and


aligned with UTFI's strategic roadmap.


The role oversees CRM product strategy, user experience, governance, business analysis, system


enhancements, and support services while leading a high-performing team focused on continuous


improvement and innovation.

Responsibilities

Job responsibilities include, but are not limited to:


Strategic Leadership & Product Management: Lead the strategic direction, roadmap, and lifecycle management of UTFI's CRM platform and related Advancement technologies. Align CRM enhancements and capabilities with fundraising, alumni engagement, stewardship, analytics, and organizational goals. Serve as a strategic advisor to leadership on technology opportunities, emerging trends, and platform innovation. Prioritize initiatives based on business impact, user needs, risk, and available resources.

CRM Operations & User Experience: Oversee the ongoing management, support, optimization, and adoption of the CRM platform. Champion with a user-centered approach to system design, usability, accessibility, and training. Lead efforts to improve workflows, reduce manual processes, and increase automation and efficiency. Ensure timely resolution of user issues and delivery of high-quality support services. Develop communication plans, training resources, and engagement strategies that strengthen adoption across campuses and units.

Business Analysis & Solution Delivery: Partner with stakeholders to gather, analyze, and translate business needs into functional requirements, user stories, and solution designs. Lead cross-functional projects and enhancements from concept through implementation. Conduct process reviews and gap analyses to identify opportunities for improvement and long-term value. Support testing, quality assurance, user acceptance testing (UAT), and post-launch optimization. Maintain documentation for business processes, system functionality, and governance standards.

Data Governance, Security and Compliance : Lead CRM data governance initiatives to ensure data integrity, consistency, privacy, and responsible stewardship of donor and alumni information. Develop and implement policies, standards, and procedures related to data access, security, and compliance - aligned with broader university initiatives and best practices. Promote a culture of accountability and care in managing constituent data.

Leadership & Team Development: Provide leadership, coaching, and performance management for a team responsible for CRM support, user experience, and business solutions. Build a collaborative, customer-focused culture centered on continuous improvement and innovation. Support recruitment, retention, succession planning, and professional development, and manage vendor and external partner relationships as needed.

Campus & Stakeholder Engagement: Serve as a key partner to advancement leaders, campus representatives, and Central Services teams across the UT System. Facilitate meetings, presentations, and communications that translate complex technical topics into clear business value, and represent UTFI on committees, working groups, and strategic initiatives related to advancement technology and operations.

Qualifications

Required Education and Experience

The candidate who fills the Senior Director of CRM Systems position is required to have:

• Bachelor's degree in information systems, business, technology, or related field

• 7+ years of progressive experience in CRM leadership, product management, business systems, advancement technology, or related areas

• Experience working in complex CRM environments (Salesforce preferred) with multiple stakeholders and enterprise-wide users

• Demonstrated success leading teams, projects, and cross functional initiatives

• Strong knowledge of business analysis, process improvement, and user-centered design principles

• Experience with data governance, reporting, dashboards, and system adoption strategies

• Excellent written, verbal, and interpersonal communication skills

• Ability to balance strategic priorities with day-to day operational needs

A valid driver's license with an acceptable driving record is required due to travel responsibilities of the position. UTFI reserves the right to consider all appropriate circumstances. In general, any significant driving offense less than 12 months old will eliminate the application from consideration for the position.

Note - Candidates holding a graduate degree must have at least 5 years of experience.

Preferred Education and Experience

In addition to meeting the required qualifications, the preferred candidate will have:

• Experience in higher education, nonprofit fundraising, or advancement operations

• Experience with Salesforce Education Cloud, Nonprofit Cloud, Marketing Cloud, or related platforms

• Familiarity with Agile/Scrum methodologies and backlog management

• Salesforce, Business Analyst, Project Management, or Product certifications

• Experience supporting fundraising, alumni engagement, stewardship or donor relations functions

Application Process: Priority will be given to applications received on or before June 3rd via our DASH application system. Applications must include a completed candidate profile, cover letter, and resume. Candidates selected to move forward in the evaluation process will be asked to provide contact information for three professional references. References will not be contacted without explicit permission of the candidate.


When determining minimum qualifications, only information entered into the candidate profile can be considered. Please ensure your candidate profile is completed in its entirety as it relates to qualifying education/work experience.


Applicants must be legally authorized to work in the United States on a full-time basis without need now or in the future for sponsorship for employment visa status.

Questions about the search may be directed to View email address on click.appcast.io.


Target Start Date: August 2026

Benefits: The Foundation's greatest asset is our team. Foundation employees are eligible for a comprehensive suite of benefits that includes:

• Generous paid leave, accruing up to 24 days of vacation and 12 days of sick leave annually, plus 14 paid holidays and administrative closing days

• Flexible work arrangements, offering a hybrid schedule to most team members

• Education benefits for employees and their dependents at UT System campuses

• Retirement and deferred compensation plans, including 401(k), 403(b), etc.

• Comprehensive medical, dental, and vision insurance plans

• Employee discounts to attractions, services, and goods

The Foundation: The University of Tennessee Foundation, Inc. is a not-for-profit 501(c)3 organization that serves as the preferred channel for private contributions benefiting students and faculty within the UT System. With a vision of being one of the top-performing advancement organizations in higher education, UTFI is committed to enhancing the educational landscape across the University of Tennessee campuses.

The UT System: The University of Tennessee System is comprised of campuses at Knoxville, Chattanooga, Pulaski, Martin and the Health Science Center at Memphis; the Institute of Agriculture; and the Institute for Public Service.


The University of Tennessee Foundation, Inc. is an EEO/AA/Title VI/Title IX/Section 504/ADA/ADEA employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity, age, physical or mental disability, genetic information, veteran status, and parental status, or any other characteristic protected by federal or state law.