CRM and Audience Insights Manager

CRM and Audience Insights Manager

Minnesota Orchestra

Minneapolis, MN

Department: Audience Services

Reports To: Director of Ticket and House Services

Classification: Exempt

Status: Regular, Full-time

Direct Reports: None

Salary Range: $95,000 to $105,000 annually

Position Summary:

The CRM & Audience Insights Manager serves as the organization's business lead and subject matter expert for Tessitura CRM, ensuring the system effectively supports audience services, marketing, development, and organizational decision-making. Situated in Audience Services, taking additional direction from marketing and development, and working in partnership with Information Technology, this position leads CRM utilization, user adoption, reporting, analytics, data governance, and business process optimization across the organization.

This role is responsible for maximizing the value of Tessitura through effective system use, data stewardship, audience insights, reporting, training, and cross-functional collaboration. Additionally, the position develops reporting and analytics that inform decision-making, and champions best practices that deepen constituent engagement and improve operational efficiency. The role participates in on-going improvement and planning for Audience Services Department by contributing and participating in bi-annual Audience Services meetings, monthly staff meetings, weekly update meetings, weekly manager meetings, daily team meetings, and strategy meetings with other staff, supervisors and managers.

About the Minnesota Orchestra:

The Minnesota Orchestra is a Grammy Award-winning orchestra known for acclaimed performances in Minnesota and around the world, a storied history of recordings and radio broadcasts, innovative educational engagement programs and a commitment to new orchestral music. Founded by Emil Oberhoffer in 1903 as the Minneapolis Symphony Orchestra, the organization was the eighth major orchestra established in the United States. In 1911, it began a series of children's concerts under the sponsorship of the Young People's Symphony Concert Association (YPSCA), which continues to this day. Early in the 1920s, the orchestra was one of the first to be heard on recordings and on the radio, playing a nationally broadcast concert with guest conductor Bruno Walter in 1923. In 1968, the orchestra changed its name to the Minnesota Orchestra (or Minnesota Orchestral Association).

Today the Orchestra performs a wide variety of music including nearly 175 concerts in a typical year, primarily at Orchestra Hall in downtown Minneapolis, the organization's home since 1974. The Orchestra is led by Music Director Thomas Sndergrd and has historically toured regularly throughout Minnesota, nationally and abroad. The Minnesota Orchestra has an annual budget of $42.6M and ended FY2024 with net assets of $185.5M. The organization employs over 150 FT employees and over 100 PT staff and is supported and governed by an 80+ member Board of Directors. In 2024-25, 237,875 guests attended in-person concerts; with audio streaming, digital concerts, TV and radio broadcasts included that number reached more than 2.5 million people.

Minnesota Orchestra Values:

We believe every employee is essential to the success of the organization and critical to accomplishing our mission to enrich, inspire and serve our community.

Our working relationships are based on respect for each other as individuals, confidence in one another, and a genuine desire to actively listen and collaborate with each other.

We are committed to building a diverse and inclusive organization that honors and reflects the community we serve, welcomes, and instills diversity across our organization, and nurtures an equitable and inclusive culture.

Essential Functions and Day-to-Day Work:

60% CRM Leadership & Administration

Serve as the organization's primary business lead and subject matter expert for Tessitura CRM and related audience engagement systems.

Lead and coordinate the internal Tessitura CRM Team, a cross-departmental group focused on constituent engagement, access, and organizational effectiveness.

Lead and coordinate the internal Tessitura User Group and facilitate cross-departmental discussions regarding CRM enhancements, priorities, and best practices.

Assist with organizational initiatives including season setup, campaign planning, appeal management, event setup, and financial reconciliation as needed. Take the lead on subscription campaign segmentation.

Oversee the implementation of Tessitura upgrades and service patches, ensuring they are tested satisfactorily before being released to the production environment and that users are aware of new and updated system capabilities.

Train and mentor users on the design and timely fulfillment of lists, extractions, output sets, reports, lists, dashboards, and basic data analysis tools.

In partnership with IT, establish and enforce data entry standards, naming conventions, and deduplication protocols across all constituent record types. Conduct regular data audits to identify and remediate duplicate records, incomplete data, and structural inconsistencies. Partner with department stakeholders to define data ownership and stewardship responsibilities.

In partnership with IT, develop, document, and maintain CRM policies, operational procedures, data standards, workflows, system configuration, and end user training materials.

Develop, maintain, and serve as owner of core data documentation, including the organization's data dictionary, business glossary, and data maps, ensuring they remain accurate and accessible as systems and business needs evolve.

40% Audience Insights & Business Intelligence

Collaborate with Audience Services, Marketing, and Development teams to develop audience segmentation strategies that improve acquisition, retention, loyalty, and revenue growth.

Support targeted campaigns through audience selection, segmentation, and performance analysis.

In partnership with IT, gather, interpret, and analyze data from Tessitura and related business systems to support organizational planning and decision-making. Present findings, trends, and recommendations in clear, actionable formats suitable for both technical and non-technical audiences.

Prepare recurring and custom reports for leadership, departments, and external stakeholders.

Design and maintain dashboards, reports, visualizations, and self-service analytics tools for users across the organization.

Coordinate with external consultants and partners on project details and execution.

Create and manage complex lists, extractions, output sets, custom views, and audience segments for marketing, fundraising, ticketing, and operational initiatives.

Leadership Expectations:

Demonstrate integrity in actions and words

Uphold Minnesota Orchestra values in all interactions

Meet deadlines and maintain high accuracy in all deliverables

Support a collaborative and inclusive team culture

Take initiative in identifying and solving challenges

Provide excellent service to internal and external stakeholders

Work Environment and Physical and Mental Demands:

The Minnesota Orchestra is primarily a place-based organization, offering hybrid schedules that require some in-person, on-site work. Permission is required for applicants and current employees seeking to reside outside of the Twin Cities metropolitan area or more than 60 miles from Orchestra Hall. While working on site at Orchestra Hall or the administrative offices, work is performed in an open office environment with moderate noise levels in a cubical desk configuration and in a performing art building on stage, in a lobby or other location within the facility, and occasionally in an outdoor environment for outdoor concerts, or other activities. While performing the duties of this position, incumbents may be required to do all or some of the following, with or without accommodation:

Sit or stand at a desk, counter, or other work surface

Talk and/or hear spoken words, music, or other sounds

Use hands or fingers to handle or touch objects around them

Review documents, monitors, or displays with potentially small print

Operate a computer, phone and other common office tools or controls

Mentally focus on tasks and apply sound reasoning and judgement

Work in or attend meetings or other events in any of the Orchestra locations or other sites as necessary

Lift/move objects (such as files, packages, props, or office equipment) or ensure objects are lifted/moved that may weigh up to 15 lbs.

The typical workdays and hours for the organization are Monday Friday, 8:00 am 5:00 pm with the possibility of extended evening, weekend or holiday hours. In this exempt position, work is expected to be delivered within established deadlines and quality standards without regard to the typical working days or hours as noted above with some autonomy to determine attendance at a performance or other events.

Perks & Benefits:

Our benefit programs are more than just insurance plans. To us, they demonstrate a commitment to our employees and their families that