This position, reporting to the Senior Director, Digital Strategy, is responsible for the management and growth of the Nationals Salesforce CRM Platform. This person will serve as the bridge between Business Strategy & Analytics (BSA) and Ticket Sales, Service and Operations, Corporate Partnerships, and other teams using CRM. This person must be able to work effectively and efficiently with BSA’s infrastructure team, which owns the technology stack, and stakeholders on other teams. This position will also develop CRM strategy and oversee its implementation, especially via this position’s direct report. Strong written and oral communications skills will be required to produce documents to be presented to external stakeholders as well as senior Nationals executives.

Essential Duties and Responsibilities:

• This critical role will be focused on the strategy, implementation, maintenance, and innovation of the CRM system as it relates to Ticketing, Corporate Partnerships, Nationals Park Events, Community Relations, and Ballpark Tours
• Serve as the organization-wide CRM lead and subject matter expert, defining and
• executing a long-term strategy to support revenue growth and fan engagement
• Partner with senior executives and external stakeholders to communicate CRM insights and strategic recommendations
• Oversee all execution of lead assignment within Salesforce CRM
• Manage campaign analytics, including assessing sales and service representative performance
• Ensure CRM is consistently and effectively maintained, especially related to data hygiene
• Develop expertise in and oversee direct application integrations with CRM, including Zoom Contact Center, ZoomInfo, and Account Engagement
• Work with other members of BSA to develop insights that power CRM growth and efficiency
• Oversee all Salesforce trainings throughout the sales season and manage onboarding new users
• Oversee all data quality of customers entering the CRM platform. Build strategic plans for how analytics can be leveraged to improve the effectiveness of current campaigns, and to drive insights for new campaigns
• Ensure timely rollout of each new season’s sales cycle, including technologies to increase efficiency and effectiveness of season plan renewals, new business and group sales
• Manage and build relationships with Salesforce power users from other departments across the organization to drive efficiency and effectiveness
• Create and develop reports and dashboards for data visualizations
• Directly oversee the CRM Coordinator and Intern to help drive the strategy and execution of all campaigns and other process development
• Other duties as assigned

Minimum Education and Experience Requirements

• Undergraduate degree in related field
• A minimum of eight years' experience working with a CRM platform, with preference given to candidates who have expertise in Salesforce.
• At least two years of supervisory experience required
• Salesforce Admin Certification
• Proven experience leading CRM strategy and operations

Sports experience preferred

Knowledge, Skills, and Abilities necessary to perform essential functions: 

• Ability to understand optimal customer touchpoint strategy and significant background with CRM and other automation tools
• Excellent communication skills and ability to interact with high-value customers and tailor key messages to the appropriate audience
• Knowledge of P&L structures and levers to optimize revenues and costs, especially in dynamic consumer markets
• Ability to construct key performance indicators and business intelligence to drive growth in key strategic priorities, especially ticket membership and corporate partnership growth
• Experience working collaboratively with sales and marketing teams to support data-driven sales and marketing campaigns
• Proficiency in Microsoft Excel, PowerPoint, and Word required
• Experience with Tableau and/or similar data visualization tool preferred
• Strong attention to detail required
• Proven ability to meet deadlines
• Strong sense of ownership and accountability - a self-starter
• Ability to work collaboratively in a team environment
• Utmost standards of integrity in all business dealings
• Position will require some weekend and/or evening work

Physical/Environmental Requirements

Office: Working conditions are normal for an office environment 

Compensation:

The projected annual salary range for this position is $115,000 - $125,000 per year. Actual pay is based on several factors, including but not limited to the applicant’s: qualifications, skills, expertise, education/training, certifications, and other organization requirements. Starting salaries for new employees are frequently not at the top of the applicable salary range.

Benefits: 

The Nationals offer a competitive and comprehensive benefits package that presently includes:

• Paid vacation and sick leave, paid holidays throughout the year and a holiday break in December
• Medical, dental, vision, life and AD&D insurance
• Short- and long-term disability insurance
• Flexible spending accounts
• 401(k) and pension plan
• Access to complimentary tickets to Nationals home games
• Employee discounts
• Free onsite fitness center

Equal Opportunity Employer:

The Nationals are dedicated to offering equal employment and advancement opportunities to all individuals regardless of their race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, or any other protected characteristic under applicable law.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.