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