Manager, Growth & Retention Strategy

Buffalo Sabres•Buffalo, NY

1d•$75,000 - $80,000

About The Position

The Manager of Growth & Retention Strategy is responsible for the strategic and technical oversight of the customer database and CRM. The role leads CRM-related initiatives across ticketing, partnerships, and marketing, ensuring the CRM platform supports fan engagement, revenue generation, and operational efficiency. It combines strategy with hands-on technical execution, including automation, system integration, and performance reporting. During the first year, the role will help establish golden records, standardize customer segments, and develop lead scoring. The position also oversees data integrity and integration, campaign measurement, customer journeys, ticket-holder retention models, lead scoring, and executive reporting. It provides leadership and coaching to direct reports and collaborates with sales, marketing, ticketing, and partnerships teams.

Requirements

Bachelor’s degree in Business, Marketing, Information Systems, or a related field.
At least 5 years of CRM, database marketing, or marketing automation experience.
Deep knowledge of CRM providers such as Microsoft Dynamics, Salesforce, and KORE/Two Circles, and customer data platforms such as Agilitek, Leap, and KORE/Two Circles.
Strong understanding of audience segmentation, customer lifecycles, and personalization.
Proven experience leveraging data warehouses such as Microsoft SQL Server, AWS Redshift, or Snowflake to drive sales and marketing strategies.
High proficiency with Microsoft Office, including Excel and PowerPoint.
Growth mindset, process-driven leadership, and ability to articulate technical solutions to business executives.
Strong work ethic and intellectual curiosity.
Ability to work collaboratively as part of a team.
Strong communication skills and ability to manage multiple projects.
Knowledge of and passion for the National Hockey League.

Nice To Haves

Master’s degree.
Experience in sports, entertainment, or e-commerce.
Advanced analytical skills, including SQL, R, or Python, and the ability to create and implement statistical or machine-learning models.
Experience with business intelligence and data visualization tools; Tableau preferred.
Previous experience managing people.
Ability to work non-traditional hours, including nights and weekends as needed.

Responsibilities

Oversee data integrity, hygiene, and integration across sales, marketing, and partnership platforms.
Standardize campaign tracking and performance marketing metrics through KPI development and reporting.
Assist with marketing automation efforts for email and digital advertising campaigns.
Collaborate with sales and marketing teams to develop effective customer journeys.
Own and evolve the organization’s CRM and pipeline strategy across B2C and B2B verticals.
Partner with ticketing, marketing, and partnerships to align strategies and resourcing with broader organizational goals.
Develop ticket-holder retention models to identify at-risk accounts.
Create lead-scoring models to identify new business opportunities.
Assess campaign impact and present learnings to department leaders.
Deliver regular executive-level insights on key audience segments and overall database health.
Provide leadership to direct reports and foster a collaborative and innovative work environment.
Develop goals and objectives for direct reports and provide coaching and feedback as needed.
Maintain utmost confidentiality.
Perform additional ad hoc tasks as necessary.

Benefits

Comprehensive and affordable medical plans.
Supplemental vision and dental care.
Life insurance coverage.
Fully paid short- and long-term disability coverage.
401(k) with employer matching and annual discretionary defined employer contributions.
Vacation, sick, volunteer, and diversity days.
Up to four complimentary tickets to Buffalo Sabres, Buffalo Bandits, and Rochester Americans games when available.
Annual health and wellness fair and monthly wellness initiatives, including lunch-and-learns, fitness classes, and challenges.
Annual social events for employees and their families, including holiday parties and activities.
DEI committee initiatives, employee resource groups, and community volunteer opportunities.