Senior Manager - CRM

Position: CRM Senior Manager
Department: Business Strategy & Analytics
Reporting Relationship: Reports to VP – Business Strategy & Analytics
Status: Full-Time (Exempt)

Position Summary:
The Business Strategy & Analytics (BSA) team at Tepper Sports & Entertainment, the parent company for the NFL’s Carolina Panthers and the MLS’ Charlotte FC, is actively seeking a Senior Manager of CRM. This team member will have a direct hand in leveraging both internal and third-party data sources to assist the BSA team in developing, implementing, and maintaining a data-driven strategy to support sales and service efforts for the Carolina Panthers, Charlotte FC, and Tepper Sports & Entertainment initiatives.

This role will be part of the Business Strategy & Analytics Team and will work closely with several groups across the organization including Ticketing Sales & Service, Digital Marketing, and Finance. This person should have a team player attitude and demonstrate a flexible and adaptable work style that responds quickly and efficiently under pressure. Tepper Sports & Entertainment looks to provide its fans with the best fan experience and this role is critical to helping deliver on that promise

Primary Responsibilities
▪ Serve as the organizational expert in CRM, continually driving strategy, governance, and best practices across all departments (Sales, Service, Marketing, and Partnerships)
▪ Develop and manage the CRM roadmap, prioritizing enhancements, new features, and projects that align with organizational goals for revenue growth and customer engagement
▪ Proactively engage with internal stakeholders across the organization to understand business needs, pain points, and opportunities for leveraging the CRM to improve efficiency and results
▪ Lead training sessions and provide robust, ongoing support and documentation to all staff, ensuring high levels of system adoption and proper usage of CRM functionality
▪ Lead all efforts connecting CRM and our data warehouse to other data sources (e.g., email marketing, SMS messaging providers, Formstack, etc.)
▪ Partner with internal teams to improve CRM efficiency, including UI experience for internal users
▪ Review and manage reports and dashboards for data visualizations to support the day-to-day needs of the organization
▪ Serve as the primary point of contact for KORE and Microsoft Dynamics, as well as the internal database administrator and subject matter expert
▪ Design, build and drive campaigns to better engage our customer base
▪ Analyze campaign performance and clearly articulate insight into how to improve engagement
▪ Provide recommendations to the Ticket Sales and Service leadership team on how to leverage our CRM to execute on their strategic vision, including lead scoring, prospecting, and retention strategies
▪ Assist marketing to develop target audiences for sales and service communications (email, social, web, print, etc.)
▪ Help lead the organization’s Artificial Intelligence efforts tied to CRM to drive internal efficiency and sales & service team productivity
▪ Lead data retention and minimization efforts across CRM
▪ Maintain and improve workflow rules and business logic
▪ Other duties as assigned

Minimum Qualifications:
▪ BA/BS degree in a relative field or equivalent work experience
▪ Minimum 4 years of experience in CRM campaign creation, workflow, and execution
▪ Experience with KORE and/or Microsoft Dynamics
▪ Must be flexible to work evenings and/or weekends and all Carolina Panthers, Charlotte Football Club and Stadium events, including events held on weekends, nights, and holidays
▪ Must pass pre-employment screens

Preferred Qualifications:
▪ Managerial experience and/or a previous role as team leader
▪ Experience with SQL
▪ Experience with Copilot for Sales
▪ Experience with Tableau and/or PowerBI
▪ Experience with marketing automation software with integration to CRM systems
▪ Experience with Ticketmaster / Archtics
▪ Experience with Virtual Agents
▪ Experience with Power Automate

Skills & Competencies
• Ability to collaborate with cross-functional teams to achieve desired outcome
• Self-starter with a hands-on approach, good instincts for prioritization and the ability to work under a high-pressure, fast-paced environment
• Strong analytical, project management and communication skills
• Agile and able to respond effectively to the rapidly changing needs of a fast-paced / high-growth organization
• Demonstrated ability to meet deadlines in a dynamic environment
• Must be able to handle confidential, privileged, and/o