CRM Analyst

Position : CRM Analyst - CLTFC

Department: Business Strategy & Analytics (BSA)

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Reporting Relationship: Reports to CRM Manager

Status: Full-Time (Exempt)

About Charlotte FC

Charlotte Football Club is the Major League Soccer Club in the Carolinas. The Club’s mission is to be a unifying force that is bigger than one city and encourage a sense of belonging through a progressive, collective, and ambitious approach that guides efforts on and off the pitch. CLTFC is committed to driving growth through the sport and community outreach. Charlotte FC is owned by David Tepper and is a part of Tepper Sports & Entertainment, which also includes Bank of America Stadium and the Carolina Panthers. For more information, visit CharlotteFootballClub.com.

Position Summary

Charlotte FC is looking for a CRM Analyst to help lead the strategic development and execution of our CRM, 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. Charlotte FC 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 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.).
• Maintain and improve workflow rules and business logic.
• Other duties as assigned.

Minimum Qualifications

• BA/BS degree in a relative field or equivalent work experience required.
• 1-2 years of experience in CRM campaign creation, workflow, and execution.
• 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.
• Ability to communicate effectively with other team members and executive audience.
• 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.

Physical Requirements

• Ability to sit, walk and stand for extended periods of time throughout the day.
• Ability to focus on projects for periods of time.
• Role routinely uses standard office equipment.
• Lift at least 20 pounds.

Work Environment

This job operates in a professional office environment (mostly an office environment, outside in a stadium facility at times which may include inclement weather conditions) and others assigned by management and based on current business needs.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.