CRM Analyst

Anaheim Ducks • Anaheim, CA

4d • Onsite

About The Position

A great experience starts with you! Honda Center welcomes fans, performers, and athletes from around the globe. Our team members are an integral part of the event experience through their interactions with guests. Whether you’re looking to create a great guest experience at a concert, support business growth and development, work behind-the-scenes during an Anaheim Ducks game, or anything in-between, this is your opportunity to start the next chapter of your career story and help create a one-of-a-kind fan experience at Honda Center. Once you've had a chance to explore our current open positions, apply to the ones you feel best suit you, as an applicant, you can always see your application status in your profile.

Requirements

• 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
• Experience with Power BI as a data visualization tool
• Experience working in a data warehouse environment and/or with relational databases
• 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
• 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
• 3+ Years of Experience

Nice To Haves

• Python experience is a plus
• Elevated knowledge of document management processes and software

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

Benefits

• The annual base salary range for this position in California is $84,500 to $94,500 per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level