CRM Analyst

A great experience starts with you! Honda Center welcomes fans, performers, and athletes from around the globe. Our team members are an integral part of the event experience through their interactions with guests. Whether you’re looking to create a great guest experience at a concert, support business growth and development, work behind-the-scenes during an Anaheim Ducks game, or anything in-between, this is your opportunity to start the next chapter of your career story and help create a one-of-a-kind fan experience at Honda Center. Once you've had a chance to explore our current open positions, apply to the ones you feel best suit you, as an applicant, you can always see your application status in your profile. Job Title: CRM Analyst Pay Details: The annual base salary range for this position in California is $84,500 to $94,500 per year. The starting pay for the successful candidate depends on various job-related factors, including but not limited to the candidate’s geographic location, job-related knowledge, skills, experience, education/training, internal value, peer equity, external market demands, and organizational considerations. The CRM Analyst is a full-time, exempt position reporting to the Anaheim Ducks Senior Director, Ticket Strategy. This role is responsible for leading CRM initiatives across ticket sales, ticket operations, premium sales and service, and sponsorship by providing CRM customization and optimization across ad hoc reporting/analysis, sales campaign and lead creation, and data structure support within the CRM system, Salesforce. This role also provides quantitative analysis and data-driven insights on subjects including, but not limited to, prospect acquisition, customer lead scoring, market segmentation, customer retention, and ongoing lead campaigns that support business initiatives. Responsibilities Work closely with the OCSE CRM Product Owner to maintain and optimize the CRM system, Salesforce, to provide a practical and customized user experience for Anaheim Ducks CRM users Monitor and maintain customer data quality and data hygiene, and provide database quality control Analyze fan, ticketing, and customer behavior data to identify trends and revenue opportunities Develop audience segmentation strategies for season ticket members, partial plan holders, single-game buyers, premium clients, sponsors, and prospect Monitor customer lifecycle metrics, including acquisition, retention, renewal, engagement, and churn Create dashboards and reports that track key business performance indicators such as renewal rates, lead conversion rates, attendance metrics, and related measures Identify and address data inconsistencies across platforms Lead sales campaign tracking, creation of sales leads, scrubbing, distribution, and upsell opportunities Measure campaign performance and provide recommendations for optimization Support lead scoring models and customer propensity analyses Provide insights on ticket purchasing behavior, attendance patterns, and fan engagement Analyze information needs of multiple users to assist in report specifications Support database applications, including procedures, modules, functions, automated events, and customized forms and reports as needed Investigate and resolve data and reporting inconsistencies Develop and implement workflows, data entry, collection, and reporting procedures Analyze fan-related data as it relates to demographics, psychographics, behavior, and historical trends Facilitate customer data acquisition from a variety of data sources and integrate it into a defined customer journey Troubleshoot CRM-related issues and work with users to ensure systems meet individual team needs Provide dashboard creation support as needed for the enterprise sports vertical, including the San Diego Gulls Assist with campaign management for the San Diego Gulls Provide general CRM-related support for the San Diego Gulls as needed Perform ad hoc analysis as needed Perform other duties as assigned Qualifications Bachelor’s degree, preferably in Business, Mathematics, Statistics, Information Systems, or a related field At least 3–4 years of experience working with a CRM system, preferably Salesforce At least 2 years of experience working with complex databases, troubleshooting problems, analyzing information and data, designing queries and reports, and creating operational policies and procedures preferred Experience with Power BI as a data visualization tool Experience working in a data warehouse environment and/or with relational databases Python experience is a plus Elevated knowledge of document management processes and software Complete understanding of how to create, implement, and maintain data file structures Strong SQL skills for data extraction and analysis Strong quantitative and statistical modeling skills with the ability to translate findings to all levels of the organization Strong organizational, time management, and project management skills with a demonstrated ability to work both independently and within a team environment Strong written and oral presentation skills Strong problem-solving, communication, and negotiation skills Able to meet deadlines without compromising accuracy, product quality, or attention to detail Technology Capabilities Power BI and Tableau Ticketmaster Archtics or other ticketing databases Database software such as Microsoft SQL Server and Azure Advanced Microsoft Office applications, including Excel Knowledge, Skills and Experience Education - Bachelor's Degree Experience Required – 3 Years This position is on-site. Company: Anaheim Ducks Hockey Club, LLC Our Commitment: We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, medical condition or any protected category prohibited by local, state or federal laws. We are firm believers that diversity and inclusion among our team members are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Mission To enrich the lives in our community through shared experiences, welcoming spaces, and responsible actions. Vision We will be the social and entertainment center of Orange County – a place where the cultural kaleidoscope of the region converges and connects. Our vibrant, rich collection of experiences will celebrate the diversity of our community. Values Be Safe Do the Right Thing Be Generous Include Everyone Make it Easy Be Bold Honda Center stands as one of the premier entertainment and sports venues in the country. In addition to the 2007 Stanley Cup champion Anaheim Ducks, the arena is also home to the Big West Basketball Tournament. Honda Center annually hosts top-name concerts, exciting sporting events and family favorites such as the Harlem Globetrotters and Stars on Ice. In just the past few years, capacity crowds filled Honda Center for world class acts such as The Rolling Stones, Garth Brooks, Maroon 5, Fleetwood Mac, Ariana Grande, Twenty One Pilots and more. Since opening, the arena has hosted over 3,500 events and more than 35 million guests have walked through its doors. Our History Owned by the city of Anaheim, Honda Center officially opened as Anaheim Arena on June 19, 1993 with a sold out Barry Manilow concert. In October of that same year, the venue was renamed Arrowhead Pond and hosted the first Mighty Ducks of Anaheim game. The year 2005 began a new era as Henry and Susan Samueli took ownership of both the team and the venue management company, Anaheim Arena Management, LLC. In 2006, the official name of the arena changed to Honda Center, along with the team to Anaheim Ducks. Honda Center continues to make improvements to the facility, all in the interest of creating a great experience for every visiting fan. The venue’s most expansive upgrade, The Grand Terrace Project, features a 15,000-square-foot indoor-outdoor entertainment space, a 250-seat full service restaurant on the main level and an expanded Anaheim Ducks team store. Cisco’s state-of-the-art StadiumVision platform has been installed throughout the arena, incorporating more than 500 HD Monitors into the venue, creating a world class immersive live entertainment experience. Debuting in fall of 2015 was a brand-new scoreboard measuring 27 feet tall and 47 feet 10 inches wide. The six millimeter diode equipped hardware features 1248 x 2208 lines of resolution, the clearest and highest definition picture available in any North American venue. For information about your personal information Company collects and how the Company uses, stores, shares, and otherwise manages your information, click here: https://www.ocvibe.com/privacy-policy/

Salary : $84,500 - $94,500