CRM & App Manager

Job Purpose: The CRM & App Manager is responsible for developing, managing, and executing all CRM and mobile app marketing initiatives for the Dallas Wings. This role oversees audience segmentation, customer journey design, and content strategy across all 1:1 communications, managing the app & CRM platforms. The position requires deep expertise in Salesforce Marketing Cloud to drive personalized fan engagement and measurable business outcomes.

Primary Duties / Responsibilities

• Serve as the strategic lead for all CRM and app-based marketing programs, ensuring effective planning, execution, and optimization of 1:1 communication. *
• Work with chosen vendor to test and launch mobile team app for 2026 season and manage all app content and execution. *
• Develop and manage audience segmentation strategies to support ticketing, sponsorship, retail, and community engagement goals. *
• Create end-to-end customer journeys—including automated, triggered, and personalized messaging—within Salesforce Marketing Cloud. *
• Own the content strategy, calendar, and deployment process for email, push notifications, SMS, and in-app messaging. *
• Work with marketing/creative team to brief email and app creative and see content through execution. *
• Monitor and analyze CRM performance using dashboards, reporting tools, and data insights to guide future campaign optimization. *
• Partner cross-functionally with Ticketing, Sponsorship, Creative, Communications, and Data teams to align CRM initiatives with organizational priorities. *
• Oversee data hygiene, list management, preference center strategy, and compliance with CAN-SPAM, SMS regulations, and privacy standards. *
• Evaluate and implement testing strategies to increase engagement, conversion, and retention. *
• Support the development of mobile app engagement strategies, including loyalty, personalization, and fan experience enhancements
• Stay current on CRM and marketing automation best practices, advising on new capabilities or integrations.
• Other duties as assigned.
  
  

Game Day Duties/Responsibilities

• Assist in executing fan engagement initiatives tied to CRM and app programs (e.g., in-app gamification, push notifications, data capture).*
• Support live data collection and in-venue activations designed to grow first-party data and enhance personalization. *
  
  

Reporting Relationships

This position reports to: Chief Marketing Officer

Do Other Positions Report to This Position? _X_ No __ Yes

If so, what titles report to this position and how many of each? Seasonal gameday staff as needed for Wings.

Job Requirements

• Formal Education & Relevant Work Experience:
• Bachelor’s degree from a four-year college or university, and/or equivalent combination of education and experience.
• Minimum of three years of experience in CRM, email marketing, or marketing automation, preferably within sports, entertainment, or consumer-facing industries
• Hands-on experience in Salesforce Marketing Cloud required (Journey Builder, Email Studio, Automation Studio, Mobile Studio)
• Experience developing automated customer journeys and segmentation strategies
• App engagement or mobile marketing experience
• Strong understanding of CRM best practices, lifecycle marketing, data management, and personalization techniques
• Analytical mindset with the ability to translate data insights into actionable strategies
• Proven ability to manage multiple projects simultaneously and execute with precision
• Strong writing and content development skills tailored to 1:1 messaging
• Work Location & Hours: Work is performed in the office and/or at one of the arenas as determined necessary by the Company. Must be available to attend all home games for both Dallas Wings, as well as attend company events. Games & events may take place on nights, weekends, and/or holidays.*
  

Ideal Candidate Attributes/Competencies

• Be extremely detailed oriented and organized *
• Strong leadership and ability to perform under pressure during live events.
• Excellent communication and collaboration with business, facility, and arena operations staff.
• Strategic thinking with hands-on technical proficiency.*
• Have excellent interpersonal skills and the ability to maintain positive, productive and supportive working relationships.
• Be able to contribute to a team environment
• Be able to multi-task, work independently and handle creative feedback*
• Excel at managing multiple concurrent projects at once, be self-directed, work independently and handling creative direction/feedback.*
• Be able to easily adapt to situational changes
• Be able to work extended hours including nights, weekends, and holidays as needed*
• Be able to identify areas of opportunity and propose potential solutions while continuing to lead projects without interruption
  
  

Physical Requirements*

• Prolonged periods of sitting at a desk, working on a computer, walking and extended work hours.
• Must be able to lift up to 15 pounds at a time.
• Hearing, seeing, reading, writing, concentration, comprehension, and talking with clear speech.
• Planning, organizing, interpreting data, making decisions, problem-solving, and composure under deadlines/stress.
• Indicates essential functions of position
  
  

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.