Senior Manager - CRM

Position: CRM Senior Manager

Department: Business Strategy & Analytics

Reporting Relationship: Reports to VP - Business Strategy & Analytics

Status: Full-Time (Exempt)

Position Summary:

The Business Strategy & Analytics (BSA) team at Tepper Sports & Entertainment, the parent company for the NFL's Carolina Panthers and the MLS' Charlotte FC, is actively seeking a Senior Manager of CRM. This team member will have a direct hand in leveraging both internal and third-party data sources to assist the BSA team in developing, implementing, and maintaining a data-driven strategy to support sales and service efforts for the Carolina Panthers, Charlotte FC, and Tepper Sports & Entertainment initiatives.

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 organizational expert in CRM, continually driving strategy, governance, and best practices across all departments (Sales, Service, Marketing, and Partnerships)
• Develop and manage the CRM roadmap, prioritizing enhancements, new features, and projects that align with organizational goals for revenue growth and customer engagement
• Proactively engage with internal stakeholders across the organization to understand business needs, pain points, and opportunities for leveraging the CRM to improve efficiency and results
• Lead training sessions and provide robust, ongoing support and documentation to all staff, ensuring high levels of system adoption and proper usage of CRM functionality
• Lead all efforts connecting CRM and our data warehouse to other data sources (e.g., email marketing, SMS messaging providers, Formstack, etc.)
• Partner with internal teams to improve CRM efficiency, including UI experience for internal users
• Review and manage reports and dashboards for data visualizations to support the day-to-day needs of the organization
• Serve as the primary point of contact for KORE and Microsoft Dynamics, as well as the internal database administrator and subject matter expert
• 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.)
• Help lead the organization's Artificial Intelligence efforts tied to CRM to drive internal efficiency and sales & service team productivity
• Lead data retention and minimization efforts across CRM
• 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
• Minimum 4 years of experience in CRM campaign creation, workflow, and execution
• Experience with KORE and/or Microsoft Dynamics
• Must be flexible to work evenings and/or weekends and all Carolina Panthers, Charlotte Football Club and Stadium events, including events held on weekends, nights, and holidays
• Must pass pre-employment screens

Preferred Qualifications:

• Managerial experience and/or a previous role as team leader
• Experience with SQL
• Experience with Copilot for Sales
• Experience with Tableau and/or PowerBI
• Experience with marketing automation software with integration to CRM systems
• Experience with Ticketmaster / Archtics
• Experience with Virtual Agents
• Experience with Power Automate

Skills & Competencies

• 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 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 office environment, outside in a stadium facility at times which may include inclement weather conditions) and remotely as assigned by management and based on current business needs.