Job Description
The Director, CRM and Business Analytics will develop knowledge, shape customer journeys by segments, and build a data-driven strategy to increase overall revenue and fan engagement for the University of South Florida Athletics department. This role will analyze, propose, and lead the development of CRM initiatives, support the implementation of business intelligence tools, lead the department's AI engagement initiatives, and set up data visualization reporting.
Responsibilities
ESSENTIAL FUNCTIONS
- Manages day-to-day administration of Salesforce CRM system including platform integrations with Ticketmaster, Fanatics, ZoomInfo, Conversica, and other data sources, lead distribution, workflows, system customizations, data visualizations and reporting for the sales, service, partnerships, and marketing teams.
- Queries and develops target audience segments for digital marketing campaigns.
- Deliver a CRM platform for the wider business to drive an Omni-Channel client approach.
- Report on customer insights and identify channel-specific customer trends to build CRM strategies.
- Develop CRM KPIs for sales and marketing teams, follow up on progress, KPIs, and communicate CRM initiatives to the business team.
- Develop reporting documents and dashboards for digital marketing efforts, while measuring performance and results of campaigns to provide analysis to the digital marketing team and other departments.
- Driving concise and focused insight, analysis, and understanding of customers, which can be shared with all relevant teams within the business.
- Build and present actionable data visualizations, dashboards, presentations, and reports for business-wide use, including executive management and third parties.
- Support additional business intelligence and business strategy projects and initiatives.
- Work closely with third-party partners, including CRM and other marketing and sales platforms.
- Troubleshoot CRM problems to resolution.
- Collaborate with the marketing team to help ideate and execute club go-to-market strategies and campaigns.
- Collaborate with marketing team to help build customer segments, customer journeys, and advertising campaigns to drive sales.
Qualifications
Minimal Qualifications:
- Bachelor's degree in quantitative or business fields like statistics, business analytics, or computer science
Preferred Qualifications:
- 3+ years of CRM/data analytics experience
- Technical and strategic knowledge of Salesforce and email marketing platforms.
- Attention to detail and quality assurance focus.
- Ability to collaborate cross-departmentally and synthesize multiple inputs into a cohesive strategy.
- Exceptional at building relationships both internally and externally
- Professional, positive, and proactive
Criminal Background Check- level 1 is required
