CRM Manager with Kraft Sports + Entertainment in Foxborough · MA

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Sports Jobs in Foxborough · MA
Marketing: Database Marketing/Analytics
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Title: CRM Manager
SUMMARY:  The CRM Manager will manage the new, enterprise-wide CRM system for Kraft Sports + Entertainment whose member companies include the New England Patriots, Gillette Stadium, the New England Revolution and Boston Uprising. The position will play a critical role in the development and execution of our CRM strategy and optimization. The role will have a direct impact on building and enhancing relationships with our customers, driving the success of our sales and service teams, and providing data visualizations for the executive team to afford data-driven decision making across the organization. The position will be responsible for multiple concurrent projects under the supervision of the Director of Marketing.

DUTIES AND RESPONSIBILITIES:
  • Serve as the primary Salesforce administrator and subject matter expert.
  • Provide recommendations on how to leverage CRM to execute on strategic vision, including lead scoring, prospecting, and retention strategies. 
  • Create strategies for sales campaigns within Salesforce, and effectively communicate strategies for implementation.
  • Analyze campaign performance and clearly articulate insight for how to improve engagement.
  • Maintain daily/weekly/monthly/quarterly reports and dashboards that measure productivity and support the day-to day needs of the organization.
  • Fulfill specific database requests and analysis regarding renewals, ticket sales, campaign tracking, and other initiatives.
  • Manage Salesforce processes, workflow rules, and business logic to ensure maximum productivity and efficiency. 
  • Regularly perform data hygiene of leads, accounts, opportunities, and custom objects.
  • Understand the sources of data that feed the CRM system (warehouse, Marketo, KORE, phone system, SMS-MMS, etc.) and liaison with third party vendors as needed to recommend how best to collect, organize, and use this data to maximize revenue and fan engagement.
  • Support marketing team in developing target audiences and campaigns for various communications and promotional efforts.
  • Stay up to date on all Salesforce product releases, system updates and best practices to steer new customizations and integrations.
  • Maintain internal product/feature requests and implement or coordinate enhancements to Salesforce as required.
  • Develop and provide end user training and troubleshoot end user questions and issues before escalating to vendor.
  • Special projects and assignments as business dictates
  • Responsible for the maintenance, creation and control of all personally identifiable information or any other information protected by any Confidentiality or Privacy Standards or Company Policies that you have access or knowledge of, including but not limited to any state or federal regulations including HIPAA.
 
SUPERVISORY RESPONSIBILITIES:
  • 1 to 3 Direct Reports

SKILLS AND QUALIFICATIONS:
  • BA/BS degree in a relative field or equivalent work experience required.
  • Minimum four (4) years of experience in CRM (Salesforce) campaign creation, workflow, and execution.
  • Managerial experience and/or a previous role as team leader strongly preferred.
  • Salesforce Administrator Certification preferred.
  • Experience with SQL preferred. 
  • Experience with Apex preferred.
  • Experience with data visualization reporting tools such as Tableau preferred.
  • Experience with KORE is a plus.
  • Experience with Marketo is a plus.
  • Previous experience working with ticketing databases (Ticketmaster Archtics) is a plus.
 
Competencies: 
  • Must have the ability to demonstrate uncompromising judgment and discretion to protect the confidentiality/privacy of our customer and corporate information. 
  • Must have strong teamwork and relationship management skills and work effectively with all personalities to support a strong, unified culture.
  • Must be effective with a variety of communicative modes (verbal, non-verbal, and written) and be attuned to others through strong, active listening skills.
  • Must be able to identify problems, their sources, and their potential solutions while continuing to successfully conduct day-to-day operations without interruption.
  • Must have a strong command of reasoned, measured decision-making based on analyzing the pros and cons of each potential decision to be made.
  • Must have a critical eye for detail.
  • Must possess a strong ability to manage multiple priorities efficiently and effectively, making timely decisions in order to meet project deadlines and business needs.
  • Must be able to handle high pressure situations in a professional manner.
  • Must have an interest and ability in serving others.
  • Must be self-starter and capable of working independently. 
  • Sports league or team background preferred.
  • Must be able to work a flexible schedule, including nights, weekends and holidays.
 
PHYSICAL DEMANDS:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
WORK ENVIRONMENT:
Normal office environment
 
CERTIFICATES, LICENSES, REGISTRATIONS:
None required
 
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 
 
This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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