CRM and Audience Insights Manager

MN Orchestra•Minneapolis, MN

just now•$95,000 - $105,000•Hybrid

About The Position

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.

Requirements

Bachelor’s degree in computer science or the equivalent amount of training and hands-on experience sufficient to perform the essential functions of the position.
3+ years of work experience with CRM applications and /or ticketing / donor database reporting systems.
Project management experience with ability to navigate a complex environment, ambiguity and conflicting priorities.
Experience training or mentoring others to adopt applications or data systems, and in using data systems to inform business strategy.
Advanced understanding of relational databases
High level of proficiency with SQL Server Reporting services and experience writing SQL queries and stored procedures
High level of proficiency with M365, especially Excel

Nice To Haves

Experience in arts, cultural or entertainment organizations, and / or non-profit organizations strongly preferred
High level of proficiency with Power BI strongly preferred
High level of proficiency with Tessitura strongly preferred
Familiarity with Infomaker is preferred

Responsibilities

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.
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.