CRM Analyst

Job Title

Responsibilities

Qualifications

Skills

Benefits

Pay

Schedule

Mission: To enrich the lives in our community through shared experiences, welcoming spaces, and responsible actions.

Vision: We will be the social and entertainment center of Orange County – a place where the cultural kaleidoscope of the region converges and connects.

Values: Be Safe | Do the Right Thing | Be Generous | Include Everyone | Make it Easy | Be Bold

CRM Analyst

• Work closely with the OCSE CRM Product Owner to maintain and optimize the CRM system, Salesforce, to provide a practical and customized user experience for Anaheim Ducks CRM users
• Monitor and maintain customer data quality and data hygiene, and provide database quality control
• Analyze fan, ticketing, and customer behavior data to identify trends and revenue opportunities
• Develop audience segmentation strategies for season ticket members, partial plan holders, single-game buyers, premium clients, sponsors, and prospect
• Maintain customer lifecycle metrics, including acquisition, retention, renewal, engagement, and churn
• Create dashboards and reports that track key business performance indicators such as renewal rates, lead conversion rates, attendance metrics, and related measures
• Identify and address data inconsistencies across platforms
• Lead sales campaign tracking, creation of sales leads, scrubbing, distribution, and upsell opportunities
• Measure campaign performance and provide recommendations for optimization
• Support lead scoring models and customer propensity analyses
• Provide insights on ticket purchasing behavior, attendance patterns, and fan engagement
• Analyze information needs of multiple users to assist in report specifications
• Support database applications, including procedures, modules, functions, automated events, and customized forms and reports as needed
• Investigate and resolve data and reporting inconsistencies
• Develop and implement workflows, data entry, collection, and reporting procedures
• Analyze fan-related data as it relates to demographics, psychographics, behavior, and historical trends
• Facilitate customer data acquisition from a variety of data sources and integrate it into a defined customer journey
• Troubleshoot CRM-related issues and work with users to ensure systems meet individual team needs
• Provide dashboard creation support as needed for the enterprise sports vertical, including the San Diego Gulls
• Affiliate with campaign management for the San Diego Gulls
• Assist with campaign management for the San Diego Gulls
• Perform ad hoc analysis as needed
• Perform other duties as assigned

Bachelor’s Degree

• Preferably in Business, Mathematics, Statistics, Information Systems, or a related field

Experience

• At least 3–4 years of experience working with a CRM system, preferably Salesforce
• At least 2 years of experience working with complex databases, troubleshooting problems, analyzing information and data, designing queries and reports, and creating operational policies and procedures preferred
• Experience with Power BI as a data visualization tool
• Experience working in a data warehouse environment and/or with relational databases
• Python experience is a plus

Skills

• Elevated knowledge of document management processes and software
• Complete understanding of how to create, implement, and maintain data file structures
• Strong SQL skills for data extraction and analysis
• Strong quantitative and statistical modeling skills with the ability to translate findings to all levels of the organization
• Strong organizational, time management, and project management skills with a demonstrated ability to work both independently and within a team environment
• Strong written and oral presentation skills
• Strong problem-solving, communication, and negotiation skills

Technology Capabilities

• Power BI and Tableau
• Ticketmaster Archtics or other ticketing databases
• Database software such as Microsoft SQL Server and Azure
• Advanced Microsoft Office applications, including Excel

Pay

The annual base salary range for this position in California is $84,500 to $94,500 per year. The starting pay for the successful candidate depends on various job-related factors, including but not limited to the candidate’s geographic location, job-related knowledge, skills, experience, education/training, internal value, peer equity, external market demands, and organizational considerations.

Schedule

This role is on-site.