At Pacers Sports & Entertainment (PS&E), we are dedicated to delivering best-in-class sports and entertainment experiences while making a positive impact on our community. As the home of the Indiana Pacers, Indiana Fever, Noblesville Boom, Pacers Foundation, and Gainbridge Fieldhouse, we strive to exemplify our core values of Respect, Teamwork, Trust, Passion, and Excellence in everything we do. Our mission is to create memorable moments for our fans and foster a culture of inclusivity and excellence both on and off the court. Our purpose is Winning, Serving, and Entertaining.
JOB SUMMARY
The CRM Solution Specialist plays a key role in driving consumer, partner, and business engagement through the strategic design and management of the CRM system. This role is responsible for integrating and analyzing data from multiple sources to create unified customer profiles, develop actionable segmentation strategies, and optimize fan engagement. By tracking key performance indicators and evaluating the effectiveness of business initiatives, the CRM Solution Specialist will provide insight that improves workflow efficiency and uncovers new revenue opportunities.
ESSENTIAL DUTIES / RESPONSIBILITIES
- Design, implement, and maintain CRM solutions to support consumer, partner, and business engagement initiatives.
- Analyze CRM data to offer recommendations to increase efficiency workflows, and revenue opportunities for different business units/departments.
- Integrate data from multiple sources (e.g., CDP, CRM, Surveys) to support unified customer profiles and actionable segmentation.
- Track outcomes of business initiatives and report on KPI’s through a variety of visualizations (i.e. acquisition, enrichment, monetization)
- Review data quality and fan models within the CRM/ CDP to identify how we can grow enrichment on consumer and partner profiles.
- Analyze fan behavior, segmentation, and lifetime value to improve retention, upsell opportunities, and overall engagement strategies.
- Stay up to date on “best in class” CRM trends to continuously enhance the consumer experience.
- Train internal stakeholders on CRM best practices, system use, and workflows.
- In every position, each employee is expected to align with PS&E's mission and core values along with actively participating in company-sponsored community outreach programs.
- Other duties and projects as assigned.
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
- Minimum of two years of CRM administrator experience required; Salesforce CRM experience strongly preferred.
- Knowledge of platform integrations, flow builder, and data analysis via reports and dashboards.
- Preferred exposure to other Salesforce products (Data Cloud, Marketing Cloud, Service Cloud, Personalization Studio, etc.)
- Bachelor’s degree in a related field is preferred but not required. Candidates with equivalent related experience will be considered.
COMPUTER SKILLS:
This position requires the employee to have at least two years of experience working with Salesforce, as well as familiarity with business analytics. An interest in emerging platforms and technologies is necessary for success in this position.
PHYSICAL AND ENVIRONMENTAL DEMANDS
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, stand, walk, move heavy objects, use a computer, use a 10-key calculator, use a telephone, speak, hear, and write.
While performing the duties of this job, the noise level in the office work environment is usually moderate and the noise level in the Fieldhouse / game environment is usually loud. The stress level may become high during certain times of the year.
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, gender identity, marital status, disability status, protected veteran status, or any other characteristic protected by law.
