Athletics Dir CRM Business Analytics

University of South Florida•Tampa, FL

17d

About The Position

The Director, CRM and Business Analytics provides strategic and operational leadership for customer relationship management, data analytics, and business intelligence initiatives within the University of South Florida Athletics Department. This role is responsible for developing data-driven strategies that enhance revenue generation, fan engagement, and customer experience through advanced CRM utilization, audience segmentation, performance analytics, and emerging AI engagement platforms. The Director serves as a key partner to sales, marketing, partnerships, and service teams by delivering actionable insights, optimizing customer journeys, and supporting omni-channel engagement strategies aligned with departmental goals.

Requirements

Bachelor’s degree in Business, Analytics, Information Systems, Marketing, or related field (or equivalent experience).
Minimum of three (3) years of experience in CRM management, data analytics, or business intelligence.
Demonstrated technical and strategic expertise in Salesforce and email marketing platforms.
Strong attention to detail with a focus on data accuracy and quality assurance.
Proven ability to collaborate across departments and synthesize complex information into actionable strategies.
Exceptional interpersonal and relationship-building skills.
Professional, positive, and proactive work approach.

Nice To Haves

Experience in collegiate or professional sports, entertainment, or ticketed-event environments.
Knowledge of AI-driven engagement tools and advanced analytics platforms.
Experience developing enterprise-level dashboards and reporting systems.

Responsibilities

CRM Strategy & Platform Management Manage day-to-day administration of the Salesforce CRM platform, including system configuration, integrations, workflows, lead distribution, data governance, and reporting.
Oversee CRM integrations with Ticketmaster, Fanatics, ZoomInfo, Conversica, and other data sources and platforms.
Troubleshoot and resolve CRM system issues to ensure platform reliability and user adoption.
Serve as the primary liaison with third-party CRM, marketing, and sales technology partners.
Data Analytics & Business Intelligence Develop and maintain dashboards, data visualizations, and reporting tools for department-wide and executive-level use.
Build and present actionable insights through reports, presentations, and analytics platforms.
Support departmental business intelligence initiatives and strategic data projects.
Analyze customer behavior and engagement trends to inform business strategies.
Marketing, Sales & Engagement Support Query, develop, and manage customer segments for targeted digital marketing and outreach campaigns.
Deliver an integrated CRM platform that supports omni-channel customer engagement.
Collaborate with marketing and sales teams to design customer journeys and go-to-market strategies.
Support campaign measurement, performance tracking, and ROI analysis.
Provide data-driven recommendations to optimize fan acquisition, retention, and revenue growth.
Performance Measurement & Strategy Develop and manage CRM and analytics-related KPIs for sales and marketing teams.
Monitor progress toward performance benchmarks and communicate results to stakeholders.
Drive concise, focused insights that enhance organizational decision-making.
Lead departmental AI and advanced analytics engagement initiatives as assigned.
Collaboration & Leadership Partner with internal stakeholders across sales, marketing, partnerships, operations, and external vendors.
Communicate CRM initiatives, performance metrics, and strategic priorities across the organization.
Foster a culture of data literacy and analytical decision-making within the department.