CRM Manager - (REMOTE -USA)
THE ROLE:
We are seeking a Strategic CRM Manager to serve as the manager of our Salesforce CRM system and support our sales team. This is a high-impact, mission-critical leadership role focused on driving digital transformation and maximizing commercial performance across the entire organization. The Manager will define the platform’s strategic vision, administration, and optimization, directly linking customer data to tangible revenue growth and operational excellence across sales, marketing, and service functions. This position demands a rare combination of deep technical proficiency—necessary for building seamless integrations and robust automation—and strategic acumen—required to maximize system adoption and deliver executive-level insights. Reporting to the SVP, Commercial Operations & Business Strategy, the individual will be a central partner to the Business Intelligence (BI) team, ensuring all data-driven efforts are unified and effective across our sales team. This role is for a proven leader who thrives on problem-solving, process optimization, and transforming technology into a core business advantage.
WHAT YOU'LL BRING:
We are seeking a Strategic CRM Manager to serve as the manager of our Salesforce CRM system and support our sales team. This is a high-impact, mission-critical leadership role focused on driving digital transformation and maximizing commercial performance across the entire organization. The Manager will define the platform’s strategic vision, administration, and optimization, directly linking customer data to tangible revenue growth and operational excellence across sales, marketing, and service functions. This position demands a rare combination of deep technical proficiency—necessary for building seamless integrations and robust automation—and strategic acumen—required to maximize system adoption and deliver executive-level insights. Reporting to the SVP, Commercial Operations & Business Strategy, the individual will be a central partner to the Business Intelligence (BI) team, ensuring all data-driven efforts are unified and effective across our sales team. This role is for a proven leader who thrives on problem-solving, process optimization, and transforming technology into a core business advantage.
WHAT YOU'LL BRING:
- Comprehensive Skills and Requirements
- Technical Skills and Experience
- CRM Platform Expertise:
- Minimum 2+ years of professional CRM administration experience. Strong preference for SalesforceDeep, hands-on proficiency in system configuration, customization, and administration (e.g., managing security roles, creating custom entities, managing business rules)
- Data Management & Integration:
- Proven experience integrating the CRM with other core systems (e.g., ticketing, marketing automation, ERP, or finance platforms) using APIs, middleware, or ETL processes
- Automation & Workflow:
- Strong experience with workflow automation tools, specifically Power Automate (or Flow), to build and maintain automated processes for sales and service efficiency
- Ability to troubleshoot and optimize complex automation rules and lead distribution logic
- Data Analysis & Business Intelligence (BI):
- Experience with data visualization tools and a solid understanding of data modeling principles
- Strong Microsoft Excel skills and comfort with large, complex datasets for analysis and reporting
- Campaign Management:
- Experience in setting up and managing campaign tracking, customer segmentation, and lead generation initiatives within the CRM environment
- Education and Professional Requirements:
- Bachelor’s degree in Business Administration, Information Technology, Marketing, or a related field is required
- Minimum 2-4 years in a dedicated CRM Administrator or CRM Manager role
- Certifications (Preferred):
- Relevant certifications for Salesforce
- Industry Knowledge (A Plus):
- Prior experience using a ticketing system, such as Ticketmaster/Archtics, or working within the sports and entertainment industry is beneficial
- Additional Core Skills:
- Strategic & Analytical Mindset:
- Highly data-driven and analytical, with the ability to translate technical findings into strategic business recommendations for senior leadership
- Communication & Presentation:
- Exceptional communication skills, both written and verbal, with the ability to clearly present technical insights to non-technical stakeholders
- Training & Enablement:
- Strong ability to lead engaging training sessions and provide effective, ongoing support to drive high user adoption and best practices across all departments
- Collaboration & Project Management:
- Proven ability to manage multiple projects concurrently, prioritize tasks, and collaborate effectively with cross-functional teams to achieve unified goals
- Problem-Solving:
- Strong critical thinking and proactive problem-solving skills to diagnose, troubleshoot, and resolve system or data integration issues efficiently
- Attention to Detail:
- Meticulous attention to detail required for managing data integrity, system configurations, and complex report generation
- Bonus:
- Experience with sports brands, retail, travel e-commerce, Ticketmaster, Tickets.com or Paciolan
- Strategic Leadership & Adoption
- Serve as the organizational expert in Salesforce, continually driving strategy, governance, and best practices across all departments (Sales, Service, Marketing, and Operations)
- Develop and manage the CRM roadmap, prioritizing enhancements, new features, and projects that align with organizational goals for revenue growth and customer experience
- Proactively engage with internal stakeholders across the organization to understand business needs, pain points, and opportunities for leveraging the CRM to improve efficiency and results
- Lead training sessions and provide robust, ongoing support and documentation to all staff, ensuring high levels of system adoption and proper usage of CRM functionality
- System Administration & Optimization
- Oversee day-to-day CRM administration, including but not limited to user management, security roles, system configuration, reporting structure, and management of business units
- Ensure data hygiene and integrity are maintained across the system through regular audits, implementation of data validation rules, and collaboration with stakeholders on data appends, cleansing, and governance across multiple systems
- Manage the lead lifecycle process, including lead distribution, scoring, and routing logic to ensure timely follow-up by sales and service teams
- Research and implement industry best practices for CRM configuration and usage, ensuring the organization maintains a competitive and modern data environment
- Integrations & Automation
- Develop, optimize, and maintain critical integrations between Salesforce and other core third-party systems
- Design and maintain automated workflows to eliminate manual processes, increase efficiency, and ensure consistency for sales, service, and marketing teams
- Troubleshoot and resolve system issues, integration failures, and data synchronization problems in a timely manner
- Reporting, Analysis & Campaign Management
- Partner closely with the Business Intelligence (BI) department to design, build, and maintain real-time dashboards and visualizations (e.g., DOMO and Lookr) that provide sales managers and leadership with essential insights into performance
- Develop and execute end-to-end lead generation, campaign tracking, and advanced customer segmentation initiatives to support targeted marketing and sales efforts
- Analyze campaign and sales initiative performance, proactively delivering detailed, actionable insights and data-driven recommendations to improve future strategies, optimize ROI, and identify new revenue opportunities
- Perform additional ad-hoc reporting and data management duties as needed to support strategic planning and organizational decision-making
- Additional:
- Perform other duties, as assigned
- Exempt, Base salary of $60,000 per year
- Remote work environment
- Comprehensive benefits package, including health, dental, vision insurance, and supplemental benefits options
- 401(k) retirement plan
- Flexible Paid Time Off
- Opportunities for professional growth and development within an innovative and forward-thinking organization
- A bunch of hand-holding
- Rigid thinking or methodologies
- Bureaucratic BS
- Bored