CRM Analyst

CRM Analyst

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

Bachelor's Degree

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.