The CRM Analyst is a full-time, exempt position reporting to the Anaheim Ducks Senior Director, Ticket Strategy. This role is responsible for leading CRM initiatives across ticket sales, ticket operations, premium sales and service, and sponsorship by providing CRM customization and optimization across ad hoc reporting/analysis, sales campaign and lead creation, and data structure support within the CRM system, Salesforce. This role also provides quantitative analysis and data-driven insights on subjects including, but not limited to, prospect acquisition, customer lead scoring, market segmentation, customer retention, and ongoing lead campaigns that support business initiatives.

Responsibilities

Work closely with the OCSE CRM Product Owner to maintain and optimize the CRM system, Salesforce, to provide a practical and customized user experience for Anaheim Ducks CRM users
Monitor and maintain customer data quality and data hygiene, and provide database quality control
Analyze fan, ticketing, and customer behavior data to identify trends and revenue opportunities
Develop audience segmentation strategies for season ticket members, partial plan holders, single-game buyers, premium clients, sponsors, and prospect
Monitor customer lifecycle metrics, including acquisition, retention, renewal, engagement, and churn
Create dashboards and reports that track key business performance indicators such as renewal rates, lead conversion rates, attendance metrics, and related measures
Identify and address data inconsistencies across platforms
Lead sales campaign tracking, creation of sales leads, scrubbing, distribution, and upsell opportunities
Measure campaign performance and provide recommendations for optimization
Support lead scoring models and customer propensity analyses
Provide insights on ticket purchasing behavior, attendance patterns, and fan engagement
Analyze information needs of multiple users to assist in report specifications
Support database applications, including procedures, modules, functions, automated events, and customized forms and reports as needed
Investigate and resolve data and reporting inconsistencies
Develop and implement workflows, data entry, collection, and reporting procedures
Analyze fan-related data as it relates to demographics, psychographics, behavior, and historical trends
Facilitate customer data acquisition from a variety of data sources and integrate it into a defined customer journey
Troubleshoot CRM-related issues and work with users to ensure systems meet individual team needs
Provide dashboard creation support as needed for the enterprise sports vertical, including the San Diego Gulls
Assist with campaign management for the San Diego Gulls
Provide general CRM-related support for the San Diego Gulls as needed
Perform ad hoc analysis as needed
Perform other duties as assigned

Qualifications

Bachelor’s degree, preferably in Business, Mathematics, Statistics, Information Systems, or a related field
At least 3–4 years of experience working with a CRM system, preferably Salesforce
At least 2 years of experience working with complex databases, troubleshooting problems, analyzing information and data, designing queries and reports, and creating operational policies and procedures preferred
Experience with Power BI as a data visualization tool
Experience working in a data warehouse environment and/or with relational databases
Python experience is a plus
Elevated knowledge of document management processes and software
Complete understanding of how to create, implement, and maintain data file structures
Strong SQL skills for data extraction and analysis
Strong quantitative and statistical modeling skills with the ability to translate findings to all levels of the organization
Strong organizational, time management, and project management skills with a demonstrated ability to work both independently and within a team environment
Strong written and oral presentation skills
Strong problem-solving, communication, and negotiation skills
Able to meet deadlines without compromising accuracy, product quality, or attention to detail

Technology Capabilities

Power BI and Tableau
Ticketmaster Archtics or other ticketing databases
Database software such as Microsoft SQL Server and Azure
Advanced Microsoft Office applications, including Excel

Knowledge, Skills and Experience

Education - Bachelor's Degree

Experience Required – 3+ Years

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, disability, gender identity, marital or veteran status, or any other protected class.

CRM Analyst

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