CRM Manager
Position: CRM Manager
Department: Business Strategy & Analytics
Reporting Relationship: Reports to VP – Business Strategy & Analytics
Status: Full-Time (Exempt)
Position Summary:
Tepper Sports & Entertainment, the parent company to the NFL’s Carolina Panthers, MLS’s Charlotte Football Club, and Bank of America Stadium events, is looking for a CRM & Database Manager to help lead the strategic development and execution of our CRM & database management, workflow, and optimization.
This role will be part of the Business Strategy & Analytics Team and will work closely with several groups across the organization including Ticketing Sales & Service, Digital Marketing, and Finance. This person should have a team player attitude and demonstrate a flexible and adaptable work style that responds quickly and efficiently under pressure. Tepper Sports & Entertainment looks to provide its fans with the best fan experience and this role is critical to helping deliver on that promise
Primary Responsibilities:
- Serve as the primary point of contact for KORE and Microsoft Dynamics, as well as the internal database administrator and subject matter expert
- Responsible for training sales & service staff in CRM and ensuring that records are being updated and accurately in a timely manner
- Create and develop reports and dashboards for data visualizations to support the day-to-day needs of the organization
- Lead all efforts connecting CRM and our data warehouse to other data sources (e.g., email marketing, SMS messaging providers, Formstack, etc.)
- Understand the sources of data that feed into our CRM system and recommend how best to collect, organize, and use this data to maximize revenue and fan engagement
- Design, build and drive campaigns to better engage our customer base
- Analyze campaign performance and clearly articulate insight into how to improve engagement.
- Provide recommendations to the Ticket Sales and Service leadership team on how to leverage our CRM to execute on their strategic vision, including lead scoring, prospecting, and retention strategies
- Assist marketing to develop target audiences for sales and service communications (email, social, web, print, etc.)
- Own all day-to-day CRM administrative responsibilities, including: data manipulation, field/object creation and workflow/trigger creation
- Maintain data hygiene through duplicate identification and contact merging
Minimum Qualifications:
- BA/BS degree in a relative field or equivalent work experience required
- Minimum three (3) years of experience in CRM campaign creation, workflow, and execution
Preferred Qualifications:
- Managerial experience and/or a previous role as team leader strongly preferred
- Experience with KORE and/or Microsoft Dynamics is strongly preferred
- Experience with SQL is preferred
- Experience with Tableau is preferred
- Experience with marketing automation software with integration to CRM systems is a plus
- Experience with Ticketmaster / Archtics a plus
Essential Functions:
- Ability to collaborate with cross-functional teams to achieve desired outcome
- Self-starter with a hands-on approach, good instincts for prioritization and the ability to work under a high-pressure, fast-paced environment
- Strong analytical, project management and communication skills
- Agile and able to respond effectively to the rapidly changing needs of a fast-paced / high-growth organization
- Demonstrated ability to meet deadlines in a dynamic environment
- Must be able to handle confidential, privileged, and/or sensitive information with carefully and with sensitivity
Other details
- Job Family Groundskeeping
- Pay Type Salary
- Panthers Football, 800 South Mint Street, Charlotte, North Carolina, United States of America