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CRM Analyst

3 months ago

Las Vegas, United States Raiders Football Club LLC Full time
Position Overview:

Built upon our storied legacy, we win on and off the field by intentionally uniting our players, alumni, teammates, and guests. We strive to create meaningful relationships and deliver a world-class experience in all interactions. It is our shared responsibility to ensure that the greatness of the Raiders is in its future.

The Customer Relationship Management (CRM) Analyst will be responsible for managing the day-to-day operations of the Raiders Salesforce CRM. The Raiders Salesforce CRM system supports various departments throughout the organization including Ticketing (sales and service), Corporate Partnerships (sales), Stadium Operations and more. Salesforce CRM is used to manage current customer touch points, sales leads, and reporting. This role will work closely with our Ticketing (sales and service) department heads regularly to ensure sales leads and customer touch points are assigned to their departments. They work with the departments utilizing CRM to standardized reporting dashboards. Finally, the CRM Analyst will work with our Data Engineer to maintain, clean, and create innovative flows to enhance the current CRM system.

Essential Job Functions
  • Provide setup of user licenses and profiles, new hire training, and ongoing support for all Salesforce.com users.
  • Develop and implement training materials for staff, including leading recurring training sessions.
  • Analyze campaign performance and provide insights to leadership with the purpose of informing future sales and service strategies.
  • Assist with everyday processes and other long-term projects as assigned.
  • Act as the subject matter expert and first line of support for Salesforce business process.
  • Distribute leads to sales reps and constantly analyze and evaluate lead distribution strategy.
  • Perform analytics on CRM campaigns and pipelines to help Ticketing department create more efficiencies.
  • Create validation rules, triggers, and workflows to automate data management and business processes.
  • Collect feedback on existing functionality for future enhancements and improvements.
  • Collaborating with our vendors to find innovative ways to enhance sales and engagement efforts through innovative use of CRM capabilities.
  • Monitor and analyze relationships with existing customers and develop measurable strategies to improve engagement and conversion.
  • In conjunction with Data Engineer, scrub Ticketmaster database, utilizing CRM tools, to ensure accuracy and consistency of data.
  • Create Salesforce and Tableau reports for all CRM related activity.
  • Assist in querying information for weekly reports enabling rep pipeline health visibility to improve the sales process and hone rep habits/ training.
  • Research and identify best practices within current infrastructure to maximize existing assets for further system/ process automation.
  • Work with Data Engineer to Conduct day-to-day administration of sales enablement/ automation tools including user management, data hygiene, system bugs/ failures, and data manipulation.
  • Assists with lead re-distribution, additional user training, and communicating pipeline oversights to upper management.
  • Collaborate on ad-hoc projects and analyses as assigned .
Qualifications:
  • Undergraduate degree preferably in economics, statistics, mathematics, marketing, information systems, data analysis, and/or a related field is preferred.
  • A clear passion for data and analytics.
  • Salesforce.com Administrator certification is preferred.
  • Minimum one year of experience in Salesforce administration.
  • Experience using data management tools such as Data Loader and Cloudingo.
  • Self-starter and high degree of motivation to go above and beyond the task at hand.
  • Ability to work multiple projects simultaneously in an effective, fast paced, and team environment.
  • Strong interpersonal skills and a successful track record of team leadership.
  • A strong sense of ownership, accountability, and urgency.
  • Confidence and humility.
  • Ability to work extended hours and flexible schedule including nights, weekends, and holidays, as needed.
Physical Aspects of Position (includes but are not limited to):
  • Sitting for long periods of time throughout shift
  • Occasional lifting and carrying up to 50lbs
  • Frequent walking, standing, bending, kneeling, pushing, and pulling


The Las Vegas Raiders provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.