Strategy and Analytics - Manager CRM and Sales Analytics

Orlando City/Orlando Pride•Orlando, FL

About The Position

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.

Requirements

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
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

Nice To Haves

Experience with ticketing systems such as Archtics or Ticketmaster preferred

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