Admissions CRM Operations Specialist

CRM Operations Specialist, Admissions 

SSA Group works with zoos, aquariums, museums, and other cultural attractions on integrating dining, retail, admissions and more. We increase revenue opportunities for partners across the United States. With 50 years in the business, SSA has refined the basics while pioneering better ways forward. With pillars of focus like sustainability, inclusivity, and innovation, SSA is transforming the cultural attraction industry.  

SSA was built by families, for families, with a family’s sense of love and dedication. We don’t just rely on the best practices in our industry, we customize best practices for each partner to set the bar higher and higher, always. We do all we can to further the mission of our partners because their guests and the communities they serve, deserve it.  

Position Title: CRM Operations Specialist, Admissions 

Job Description: 

The Admissions CRM Operations Specialist will own the day-to-day technical operations and ensure reliable execution of SSA’s CRM services, ensuring tasks are identified, prioritized, and completed to meet SLAs. Working collaboratively with subject matter experts and consulting with partner attractions, this individual will configure and deploy automated customer journeys, validate audience logic and data flows, monitor delivery and system performance, and troubleshoot and resolve integration, data, or platform incidents. Your focus will be on maintaining operational stability, ensuring data integrity, and continuously improving automation processes to maximize partner value and campaign accuracy.

This role can positively impact some of the coolest cultural attractions on the planet, and help support our partners’ mission of sustainability, conservation and animal welfare education. 

Responsibilities may consist of (but not limited to): 

• Support automated workflows that enhance guest experience and drive revenue growth. Monitor and refine automations to ensure efficiency and effectiveness.  

• Serve as the primary operational contact for partner attractions and internal stakeholders for CRM initiatives. Translate partner goals into actionable campaign plans, including target definition and message cadence.  

• Participate in regular touch base meetings with partners and stakeholders regarding what projects are in flight, upcoming, and completed, ensuring to gather necessary information regarding requirements/decision making. 

• Produce performance reports for stakeholders (deliverability, open/click rates, conversion, revenue impact). 

• Maintain and enhance data accuracy, consistency, and quality within Microsoft Dynamics. 

• Investigate and resolve data issues impacting campaigns (segmentation logic, data integrations, attribute mapping, POS configuration). 

• Triage partner issues, collect supporting data, and present a recommended remediation plan to the CRM Product Owner for resolution and escalation 

• Contributes to and maintain detailed documentation of all CRM and donor management business cases, including technical specifications for designed solutions. 

• Establish and maintain relationships with all stakeholders that are involved with using the CRM solutions provided by SSA Group to support admissions and bundled services.  

• Proactively suggest process and product improvements to increase efficiency, deliverability and partner outcomes. 

Requirements: 

• Bachelor’s Degree in Marketing, Data Science or Business preferred or combination of education and experience.  

• Experience working with CRM operations including analyzing customer data, navigating a user interface to gather lists, or reviewing a customer profile. 

• Strong troubleshooting skills with demonstrated experience resolving data, integration, or platform issues. 

• Proficient with Microsoft Dynamics CRM and Microsoft PowerApps, including data integration and customization.  

• Familiarity with Jira (or equivalent issue tracking/project management tools) preferred. 

• Proficiency in POS systems, reporting tools, and MS Office Suite (Excel, PowerPoint, Word). 

• Background working with museums, zoos, aquariums, cultural attractions, or mission-driven partners. 

• Highly organized, detail-oriented and able to manage multiple concurrent campaigns and deadlines. 

• Ability to travel up to 10% of the calendar year, which may include weekends and holidays. 

Core Competencies: 

• Strategic & Analytical Thinking: Uses data to identify opportunities, risks, and priorities; translates insights into operational actions. 

• Technical Aptitude: Comfortable configuring automations, validating data flows, and learning new platform features or integrations. 

• Data Integrity & Attention to Detail: Exceptional focus on data integrity and accuracy, ensuring consistency across CRM and ticketing POS systems. 

• Task Coordination & Efficiency: Proven ability to coordinate multiple tasks simultaneously, meeting deadlines, and working productively under pressure while maintaining attention to detail. 

• Problem Solving & Troubleshooting: Diagnoses root causes, escalates appropriately, and implements durable fixes. 

• Proactivity & Initiative: Brings innovative ideas and continuously seeks ways to enhance CRM capabilities and guest journeys. 

• Flexibility & Adaptability: Ability to quickly adjust to shifting priorities and changing conditions, maintaining effectiveness in dynamic environments. 

• Interpersonal & Communication Skills: Ability to maintain professionalism and diplomacy when engaging with customers and stakeholders, ensuring clear and effective communication. 

• Teamwork & Collaboration: Strong cross-functional collaborator, working effectively across teams to foster a cooperative environment and ensure efficient execution of shared goals. 

• Endurance & Tenacity: Displays a strong willingness to persevere and complete tasks, even under challenging circumstances, showing determination in delivering results.  

This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job description. The Company reserves the right to revise the job description or to require that other or different tasks are performed when circumstances change (i.e., emergencies, changes in personnel, workload, rush jobs or technological developments) 

Compensation and Benefits: 

• Full-Time, Exempt 

• Final compensation determined by experience, education, and internal equity 

• Flexible Vacation or Time Away From Work (TAFW) plan: no accruals; employees are encouraged to schedule time off as needed within business scope. 

• Medical, Dental, Vision, Life Insurance and other voluntary benefits for you and your family; employee 

• premiums applicable. 

• Participation in a 401(k) program with a 15% company match (eligible after one year of employment). 

• Short-Term Disability and Long-Term Disability, employer sponsored; scaled-salary pay following submission and approval of leave 

• Birthing Parent Plan covers up to (6-8) weeks fully paid leave, based on the birthing event (4) Week fully paid Parental leave following birth, adoption or foster event, can be coupled with Birthing Parent Plan to extend above timeline 

• Up to 5 days Paid Bereavement Leave 

• $75 monthly cell phone stipend 

• Accrued paid sick leave provided in accordance with state law, state/location confirmed in job posting