Senior Manager, CRM & Revenue Enablement

New York Islanders Hockey Club LP•Village of Floral Park, NY

4d•$90,000 - $140,000•Hybrid

About The Position

The Senior Manager, CRM & Revenue Enablement will own the strategy, development roadmap, architecture, governance, and performance of our CRM ecosystem and revenue-enablement technology, leading the team responsible for how partner, fan, prospect, member, and customer data is captured, routed, scored, and acted on across Ticket Sales, Premium, Corporate Partnerships, Member Services, and Guest Experience. This role sits within our Business Intelligence function and sets the roadmap for our Salesforce environment, leads Conversica management, serves as the day-to-day dispatcher of leads, directs relationships with multiple vendors, manages one staff member and partners directly with senior sales, service, corporate partnerships and marketing leadership to turn our CRM stack into a driver of measurable revenue growth and customer-service outcomes.

Requirements

Bachelor's degree in a quantitative field - Computer Science, Information Systems, Mathematics, Statistics, or an equivalent combination of education and professional experience; advanced degree a plus
5+ years of experience owning, administering, developing, or governing enterprise CRM environments; hands-on Salesforce experience strongly preferred; Salesforce certifications a plus
Hands-on experience with an AI-powered lead engagement, sales enablement, or service automation platform required, including workflow or conversation design and performance optimization; experience managing Conversica a plus
Prior experience in sports, entertainment, or a comparable sponsorship, ticketing, or membership-driven revenue environment strongly preferred
Demonstrated success managing or mentoring a team, including hiring, coaching, and performance management
Strong knowledge of SQL and Excel; working knowledge of Tableau or a similar BI tool
Experience using AI natively to accelerate analysis, workflow design, testing, documentation, and continuous improvement is required; experience using Python to automate processes is a plus
Strong understanding of relational business databases and system integration architecture
Familiarity with the KORE Intelligence Platform a plus
Proven ability to translate ambiguous business requirements into scalable system solutions and communicate technical concepts to executive stakeholders
Excellent attention to detail and vendor/project management skills

Nice To Haves

Advanced degree a plus
Salesforce certifications a plus
Experience managing Conversica a plus
Familiarity with the KORE Intelligence Platform a plus
Experience using Python to automate processes is a plus

Responsibilities

Own the strategic roadmap, development, governance, and long-term architecture for our Salesforce CRM environment, including system enhancement priorities, data model design, user roles/permissions, and data hygiene standards across the organization
Own end-to-end lead strategy and administration of AI-powered lead engagement platforms (including Conversica), designing and optimizing sales and service automation, conversation flows, and lead hand-off logic to sharpen scoring, qualification, routing, speed-to-lead, and conversion
Oversee strategy, governance, and analytics for our Sponsorship/Corporate Partnerships CRM platform, managing a Partnership Analyst who owns day-to-day administration, while partnering with Corporate Partnerships leadership to translate sponsorship performance data into insights that support renewal, upsell, and valuation decisions
Stay hands-on in the day-to-day as the dispatcher of leads: assigning and reassigning leads, working directly with sales managers to track and manage pipelines, and ensuring timely follow-up and CRM compliance across the organization
Architect flows, triggers, and cross-platform automations that streamline data management and business workflow across departments, using AI natively to improve workflow design, testing, documentation, analysis, and execution with appropriate human review and data-privacy controls
Own integrations and vendor relationships across CRM, Conversica, and other data/sales-enablement sources (e.g., Formstack, ZoomInfo, ticketing platforms), setting technical standards, managing contracts and roadmap alignment, and evaluating ROI on technology affecting lead capture, enrichment, and conversion
Serve as the primary CRM strategy partner to Ticket Sales, Premium, Corporate Partnerships, Member Services, Guest Experience, and Strategy & Analytics/BI, leading system enhancement initiatives in partnership with Ticketing, Legal, and Finance and translating business goals into system capability
Ensure CRM adoption, workflows, data integrity, and reporting remain consistent with organizational operating standards (e.g., Rules of Engagement) across consumer and business accounts, with clear governance for data entry, identity resolution, deduplication, roles and permissions, documentation, quality monitoring, and remediation
Partner with BI/Analytics to develop actionable lead scoring and segmentation models and ensure insights translate directly into CRM-driven execution
Own CRM-enabled service strategy and workflows for Member Services and broader customer service, including case intake, routing, prioritization, escalation, unified customer-history visibility, automation, and performance measures such as first-response time, resolution time, case aging, SLA attainment, repeat contacts, and customer satisfaction
Direct the build-out of executive-level reporting and dashboards providing visibility into pipeline, campaign, lead engagement, speed-to-lead, conversion, service performance, data quality, adoption, and technology ROI
Build organization-wide CRM training and adoption programs, growing platform proficiency across business units