Manager, CRM - D.C. United (Washington · DC)

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Ticket Operations: Box Office Database Administration
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The D.C. United & Audi Field Business Strategy & Analytics team is looking for a strategic-minded individual to fill the role of Manager, CRM, and join our growing team.



The Manager, CRM will work to support the organization in various aspects of overall business objectives to drive sales, improve retention, and facilitate data acquisition. The role’s primary objectives will be to manage our daily CRM operational initiatives, including, but not limited to: campaign management, systems maintenance, develop and implement training protocols, maintain data integrity, and other day-to-day CRM & Analytics responsibilities, as assigned. This position also acts as a key liaison between the Ticket Sales and Service, Partnerships and Executive team, as well as external stakeholders.

ESSENTIAL FUNCTIONS, DUTIES, AND RESPONSIBILITIES
  • Manage CRM processes and execution for D.C. United and all affiliated partners and venues, including but not limited to, creating and managing sales/service campaigns, maintaining accurate records, analyzing results, and making strategy recommendations
  • Work with CRM and data warehouse provider client-support to troubleshoot technical issues, campaign creation, develop reporting tools, etc.
  • First-point-of-contact for Ticket Sales & Service managers and sales representatives, Partnership Sales managers and sales representatives, related to outreach cadences and all other CRM functions
  • Assist with ticket buyer survey and form creation processes
  • Develop backend workflows within CRM and data warehouse systems
  • Maintain and improve data hygiene and quality control
  • Develop and implement training materials for staff, including leading recurring training sessions
  • Customer segmentation and exporting of targeted lists for various business objectives
  • Assist in data capture processes, including cleaning and importing large data sets
  • Assist in building and execution of targeted sales marketing campaigns, via email marketing, campaign administration, etc.
  • Form creation and tracking
  • Assist with data cleaning, entry, research, and lead generation
  • Assist in developing and analyzing internal dashboards to assist in managing the sales process
  • Additional responsibilities, as assigned

EDUCATION & EXPERIENCE
  • Bachelor’s degree or relevant experience required
  • 2+ years of CRM experience required (Microsoft Dynamics preferred)
  • Experience using Ticketmaster Archtics preferred
COMPETENCIES (KSAs)
  • Basic proficiency with SQL and BI tools and Programming Languages (R, Python) preferred but not required
  • Advanced proficiency with Microsoft Excel and other MS Office products
  • Excellent time management, organization, and problem-solving skills
  • Ability to work all events, flexible hours, including evenings, weekends, and holidays
  • Competitive nature and a contagious, positive attitude
 
D.C. United is committed to uplifting our community, staff, and club. We are seeking candidates to be a part of our journey in our quest for continued organizational growth and another MLS Cup.


D.C. United is an equal opportunity employer (EOE).  D.C. United reaffirms its commitment to the principles of equal opportunity and diversity. D.C. United is proud to be an equal opportunity workplace and is an affirmative action employer. D.C. United is committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, pregnancy, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or any other protected status in accordance with the requirements of all federal, state, and local laws. Employment decisions can include hiring, termination, compensation, benefits, promotion, training selection, or other statuses or conditions of employment. All employment decisions are made on the basis of individual skills, knowledge, abilities, job performance, and other appropriate qualifications.