Job Title: Manager, CRM

Department: Business Intelligence

Reports to: Director of Business Strategy & Analytics

Position Summary: The CRM Manager is responsible for managing the organization’s CRM day-to-day operations with a focus on using CRM to effectively build/maintain relationships with current and prospective customers. The Manager will lead CRM initiatives supporting Ticket Sales and Service, Partnerships, & Marketing objectives including revenue generation, lead generation, retention, and data acquisition. The Manager will also work closely with the Marketing team to develop and execute campaigns. The role is responsible for maximizing ROI from the CRM system.

The Business Intelligence Department is responsible for analyzing, interpreting, presenting, and communicating data to enhance processes, decision-making, and outcomes for FC Cincinnati.

What You’ll Do:

• Ensure the integrity of the CRM database by overseeing necessary data hygiene and maintenance to the system
• Research, design, develop, launch, and implement enhancements to the system as required to stay out front on industry standards and improve sales process efficiency
• Investigate and resolve data and reporting inconsistencies in CRM and manage issue tracking, removing obstacles to sales
• Maintain all aspects of CRM user management including user onboarding, off boarding, roles, profiles, permissions, and groups
• Create and manage platform workflows to ensure maximum productivity and accountability
• Train and provide support to all CRM users across the organization and bolster user adoption through continuous training
• Be proactive in identifying potential analytical projects to increase business intelligence
• Assist Business Insights team with new CRM integrations
• Support the development of data-backed go-to-market strategy for priority sales categories
• Create reports within the CRM system that support sales strategies and campaigns, and effectively educate stakeholders to measure progress
• Provide real-time reports on campaign progress and salesperson performance metrics
• Develop reports and dashboards that visualize data for sales, finance, and executive teams
• Create and update dashboards and saved views for sales reps and managers
• Lead regular reporting to executives including sales pipeline insights, year-to-date revenue breakdown, forecasting, and other data driven insights
• Manage and execute ad-hoc analytics projects from start to finish
• Collaborate with a variety of decision-makers on priorities
• Support annual rate card analysis
• Manage inventory updates and imports
• Work with ticket sales, ticket service, and partnerships departments on how best to leverage CRM to execute on strategic vision and goals
• Develop short/medium/long term initiatives for growth and expansion of CRM with internal stakeholders and external vendors
• Collaborate with Marketing and Digital Strategy team on lead generation initiatives, as well as the management and optimization of the customer lifecycle – including prospecting, nurturing, conversion, and up-sell strategies
• Structure of complex retention, re-engagement campaigns and data/audience segmentation, of which will be shared with other channels
• Structure of complex retention, re-engagement campaigns and data/audience segmentation, of which will be shared with other channels
• Leverage data segmentation, consumer profiles, and customer engagement scoring all with a goal of communicating more effectively with fans while driving new revenues via ticket sales (including stadium events), sponsorship inventory and more strategic marketing
• Manage the day-to-day relationships with external CRM vendor (Agilitek)

What You’ll Need:

• A bachelor’s degree with an emphasis in economics, statistics, marketing, or computer science
• Experience working with Salesforce CRM
• Experience with data visualization software (Tableau preferred)
• Experience with SQL
• Experience with SeatGeek is preferred

What You’ll Bring:

• Minimum 3 years of hands-on experience in CRM, business analysis or related field
• Salesforce Experience or Sales Cloud Certification (Preferred)
• Salesforce Marketing Cloud Certification a plus
• Proficiency with Microsoft Office products (Excel, PowerPoint)
• Strong attention to detail and promptness
• Strong critical thinking and communication skills
• Strong teamwork and team synergy skills required
• Excellent ability to establish rapport with others and ability to build strong interpersonal relationships.

Why You’ll Love FCC:

• Generous paid time off and holiday time
• Option for one work from home day per week (by department and schedule)
• Medical, Dental, Vision, Life Insurance, 401k plan with company match
• Short-Term & Long-Term Disability Insurance
• Maternity & Paternity Leave and Family Building Benefit
• Employee Assistance Program and free subscription to the Calm App
• Discount off merchandise in the FCC team store
• Community volunteer opportunities
• Professional development and Frequent team building opportunities
• Employee recognition programs and referral programs
• Opportunity for complimentary staff tickets to home FC Cincinnati matches

About FC Cincinnati

FC Cincinnati is a Major League Soccer team playing at TQL Stadium in Cincinnati, Ohio. Originally founded in 2015 by Carl H. Lindner III and co-CEO Jeff Berding, FCC started play in the United Soccer League (USL) in 2016. FCC entered MLS as the 24th team in 2019. The club’s wide and diverse ownership group is led by controlling owner Lindner III; as well as managing owners Meg Whitman and Dr. Griff Harsh; Scott Farmer; and George Joseph.FC Cincinnati opened the club’s privately funded, 26,000-seat soccer-specific TQL Stadium in the West End neighborhood of Cincinnati in 2021, a venue which has won numerous global awards including the World Football Summit Best Venue 2022 in Madrid and the 2022 Prix Versailles World Title in the Sports Category in Paris, France. FC Cincinnati won the 2023 Supporters’ Shield – the annual award given to the team with the most points in the regular season – and clinched a spot in the 2023 MLS Playoffs for the second straight year. The club won the 2018 USL Regular-Season Championship in record-setting fashion and earned postseason berths in all three of its USL seasons. In 2017, FC Cincinnati also advanced to the semifinals of the Lamar Hunt U.S. Open Cup, a run that included victories over two MLS squads.

About TQL Stadium

TQL Stadium, home of FC Cincinnati, is one of the most ambitious soccer-specific stadiums in not only North America, but the world. Critically-acclaimed firm Populous designed an innovative and forward-thinking stadium that is one of the largest soccer-specific facilities in Major League Soccer. TQL Stadium has been named Best Venue at the 2022 World Football Summit in Madrid and the 2022 Prix Versailles World Title in the Sports Category in Paris, France. The stadium has five team locker rooms, including a comprehensive team suite for FC Cincinnati that features a dressing room, coach’s office, lounge, equipment storage and the Mercy Health Center of Excellence for the team’s medical and game day fitness needs. Within the 18 months of the stadium’s completion, TQL Stadium has featured both the U.S. Men’s and Women’s National Teams, including the USMNT’s FIFA World Cup Qualification match vs. Mexico, and a concert by legendary rock band, The Who. The closest seats are within 15 feet of the pitch at the $250 million, privately funded stadium. The design includes 53 traditional suites and 4,500 premium seats throughout four premium club spaces. FC Cincinnati’s supporters’ section, The Bailey, has grown to be more than 3,100 strong and loom over opponents at a 34-degree angle at the stadium’s north end. A 360-degree canopy roof covers every seat in TQL Stadium, but still allows sufficient sun in to grow a natural grass field.

FC Cincinnati is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

About Quantum Sports Entertainment Group:

Quantum Sports Entertainment Group is an agency dedicated to the client and focused on delivering measurable results in enterprise solutions, talent management and client representation. Headquartered in Orlando, Florida, Quantum has a deep understanding of what it takes to be successful in the sports and entertainment industry because its leaders lived it for over 25 years. Backed by an advisory board filled with industry all-stars, Quantum provides the perfect blend of knowledge, insights and action to tackle the most pressing issues our industry is facing.