Strategy and Analytics - Manager CRM and Sales Analytics at Orlando City SC & Orlando Pride

TITLE: Manager, CRM & Sales Analytics DEPARTMENT: Strategy and Analytics REPORTS TO: VP, Strategy and Analytics FLSA: Exempt, Salaried; Full-Time WHAT SETS YOU APART Orlando City SC and Orlando Pride are seeking a Manager, CRM & Sales Analytics to join the Strategy & Analytics team. This role will oversee the strategy, administration, and optimization of the organization’s CRM platform while leading analytics and reporting that support ticket sales and fan engagement initiatives across Orlando City, Orlando Pride, Orlando City B, and Inter&Co Stadium. The Manager will partner with ticketing leadership and other departments to develop data-driven strategies that drive revenue growth, improve fan engagement, and enhance sales performance. Responsibilities include stewardship of the CRM platform, ticketing analytics, campaign reporting, demand management, and customer insights. The ideal candidate will be able to guide strategy at a high level while also understanding the technical components behind CRM systems, reporting infrastructure, and analytics models. ESSENTIAL DUTIES AND RESPONSIBILITIES • Serve as the primary steward of the organization’s CRM platform (Salesforce), ensuring best practices for system administration, data governance, and user adoption • Oversee CRM integrations with ticketing, marketing, and data warehouse systems while ensuring data integrity and quality • Develop CRM processes, workflows, and reporting standards that improve sales efficiency and data accuracy • Provide training and guidance to CRM users across the organization • Lead analytics supporting ticket sales initiatives, including sales campaigns, lead generation, renewal strategy, and fan segmentation • Analyze sales representative performance, pipeline health, and activity metrics to identify opportunities for improvement • Support forecasting, demand modeling, inventory strategy, and customer lifecycle analysis • Translate complex datasets into actionable insights and recommendations for ticketing leadership • Develop and maintain dashboards and reporting that track sales performance, customer engagement, and revenue trends • Partner with internal teams to identify key performance indicators and improve reporting infrastructure • Seek opportunities to automate data collection, reporting, and campaign measurement • Partner with Ticket Sales, Ticket Operations, and Marketing to support business strategy with data and insights • Monitor project execution and communicate risks, trends, and opportunities to leadership • Champion a culture of data-driven decision-making across the organization • Manage and mentor analysts supporting CRM and sales analytics initiatives • Prioritize CRM and analytics projects to support departmental and organizational goals • Help identify new tools, technologies, and methods that improve analytics capabilities • Other duties as assigned QUALIFICATIONS It’s never just a job at Orlando City SC and Orlando Pride. It’s a way of life. We live and breathe soccer and entertainment. We believe each role is as unique as the person who does it. To join our team, you will also possess these qualifications: • Bachelor’s degree in Business, Mathematics, Economics, Data Analytics, or related field • 4+ years of experience in CRM management, analytics, business intelligence, or strategy roles • Experience with Salesforce CRM, SQL, Tableau (or similar BI tools), and advanced Excel • Experience with ticketing systems such as Archtics or Ticketmaster preferred • Strong analytical skills with the ability to translate data insights into actionable business strategies • Excellent communication skills and ability to present insights to non-technical stakeholders • Strong project management and organizational skills with the ability to manage multiple initiatives • Ability to build collaborative relationships across departments • Ability to work in a fast-paced environment with evolving priorities • Willingness to work a flexible schedule, including evenings or weekends for events • The ability to attain and maintain Safesport certification • The ability to pass a background screening About Orlando City SC & Orlando Pride: In November 2013, Orlando City Soccer Club was awarded a Major League Soccer (MLS) franchise, becoming the league’s 21st franchise. The team began play in March 2015, with 62,510 fans packing the then-Orlando Citrus Bowl for the Club’s MLS debut. ...