Customer Data and Relationship Manager

This position has been filled - Job#: 453376039

Job Summary

The Customer Data and Relationship Manager will own the day-to-day operations of Customer Relationship Management (CRM) and Customer Data Platform (CDP).

The role is responsible for ensuring customer data is ingested, normalized, configured correctly, and available for future use. Routing incoming customer service requests to the appropriate staff member and working through outstanding service tickets also fall to the Manager.

Finally, the role is responsible for implementing communication strategy with fans and other stakeholders via email and push notifications. 

This position is created to work in concert with the launch of a suite of new digital applications that power an enhanced experience for fans. The CRM Manager will be part of a team ensuring the new architecture and suite of applications transition smoothly from outside developers to internal operators.

Primary Responsibilities 

• Lead and execute overall CRM strategy to connect with fans in deeper, more meaningful ways
• Grow the base of customers/stakeholders
• Increase our level of understanding (profiles and settings)
• Execute communication plan (email and push notifications)
• This includes heightened activity during  Men’s and Women’s National Team matches, which often occur in the evenings and/or on weekends
• Audit and maintain the CRM and CDP to ensure data is being collected and modeled accurately and in a way that supports our strategy
• Collaborate with internal and external software and data engineers to ensure platform integrations within the tech stack are working correctly
• Work with Fan Services to provide personalized experiences and a level of service that builds loyalty, particularly among avid Men’s and Women’s National Team fans
• Work cross-functionally to assist different departments to establish and operationalize new business processes for customer engagement, including configuring custom views, reports, workflows, case handling, and email campaigns
• Ensure consistent customer service reporting  for individual departments and, ultimately, organization-wide
• Collaborate with the Technology team and software partners to prioritize and schedule long-term CRM implementation goals

Minimum Qualifications 

• Bachelor's degree
• 2+ years of experience working with an enterprise-level Customer Relationship Management platform (preferably Salesforce) that integrates with and ingests assorted data formats from multiple data sources/platforms
• 1+ years leading and executing CRM strategy for a brand with at least 500K contacts
• Experience running and optimizing large scale customer journey
• CRM programs with email (and preferably push notifications)
• Demonstrated experience creating HTML email templates
  Proven ability to communicate effectively with technical and non-technical stakeholders
• Excellent written and verbal communication skills
• Exceptional time management skills and ability to prioritize workflow
• Able and willing to travel up to 10% of the time
• Able and willing to work non-traditional hours including weekends, evenings and holidays as needed