CRM and Ticketing Analyst

The CRM and Ticketing Analyst has a pivotal role responsible for providing critical insights and data-driven recommendations that support business decisions. Reporting to the VP, Business and Data Strategy, this role is critical in helping administer the CRM, create and maintain data ETLs, visualize, analyze, and maintain critical data dashboards, perform ad hoc data analysis, create and maintain data and statistical models, and leverage data insights to inform decision-making.

Responsibilities:

• Analyze ticket sales data and performance metrics to identify trends, patterns, and opportunities for revenue growth.
• Serve as CRM lead and manage day-to-day operation of CRM and CDP databases.
• Manage all day-to-day CRM administrative tasks, including user setup, security, data hygiene, field/object creation, and workflow/automation
• Lead CRM onboarding and training for new employees, while developing and maintaining training materials (guides, FAQs, etc.) and keeping current employees on up-to-date best practices
• Partner with internal teams to improve CRM efficiency, including UI experience for internal users
• Manage integrations within CRM including Formstack, Power BI, SalesIntel, and other software as needed
• Develop efforts to maintain, clean, assist, innovate flows, and grow CRM and CDP databases
• Develop ML/AI models to assist with data forecasting and accuracy
• Analyze campaign performance and provide insights to senior leadership with the purpose of informing future sales and service strategies
• Work closely with Analytics and Marketing team to assist in database segmentation
• Generate regular reports and dashboards to provide insights on ticket sales, pricing effectiveness, and customer segments.
• Provide data-driven recommendations on improving sales lead processes and campaigns.
• Monitor and evaluate the success of various ticketing initiatives and promotions, providing insights for optimization.
• Develop forecasting models to project ticket sales, attendance, and revenue for upcoming games and seasons.
• Maintain and update data analytics tools, databases, ETLs, and reporting systems.
• Collaborate with cross-functional teams to ensure accurate and timely data sharing and integration.
• Collaborate frequently with IT department and other system administrators to implement vendor sourced software, configuring software, customizing, and integrating it with current systems.
• Create strategies to resolve, clean, enrich, and unify data of various types from disparate data sources and subsequently surface unified data to CRM, business applications, and users.
• Apply a combination of programming languages (SQL, Python, & R) to assist with multiple business functions across the club.
• Stay up-to-date with data analytics trends and tools to continually enhance analysis capabilities.
• Develop innovative dashboards and database automations that can easily tell a complex story to decision makers.

  Preferred Requirements:

• Minimum of one (1) year of work experience in a data analyst or CRM role
• Bachelor’s degree in in Computer Science, Statistics, Applied Mathematics, Economics, or a related field with focus on computer science, data science, or programming
• Sports experience preferred with an understanding of Major League Soccer and International soccer
• Experience working with enterprise CRM systems
  • Experience working with Microsoft Dynamics, Azure, Power Automate, Power Apps, and Power BI preferred
• Proven experience in training end users, building onboarding programs, and supporting adoption
• Technological aptitude; an ability to troubleshoot and learn complex systems to solve problems and questions
• Team player with a positive attitude, self-confidence, professionalism, resourcefulness, integrity, motivation, and a very strong work ethic
• Ability to tell a simple story from complex data
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams
• Basic knowledge of the following programming languages: SQL, R, and/or Python
• Knowledge of third-party APIs, especially RESTful APIs, and handling structured/unstructured data (XML, JSON, and natural language text) preferred but not required
• Experience with data pipeline and workflow management tools; Microsoft Azure or Fabric preferred but not required

  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.

Job Questions:

1. What work experience do you have that you feel is most relevant to this position? Please briefly explain.
2. What BI tools or software/systems described in the job posting do you have experience with? Please briefly describe the ones you think are most relevant.
3. This position often works nontraditional hours, are you available to work evenings, weekends, and holidays when necessary?
4. The typical base salary for someone in this role with the minimum qualifications is $70-75K annually. Considering the requirements for the position in the job posting, and your specific skills and experience what would be your compensation expectations for this position?
5. Our players, employees and fans come from all over the world and a wide variety of backgrounds. We are seeking candidates that can authentically connect with diverse audiences. If your background and/or culture gives you unique insight we'd love to hear about it.
6. Are you able to legally work in the US without sponsorship?
7. Bonus Question: Can you share an example of your data analysis leading to a favorable outcome for sales or marketing effort?

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