CRM Analyst - The Los Angeles Lakers - Closing date 21 May 2022

  • SportsJobFinder
  • El Segundo, CA, USA
  • May 14, 2022
Full time Analysis

Job Description

Job Title: CRM Analyst
Department: Business Analytics & Strategy
Reports to: Director, Business Analytics & Strategy
Position Summary:
This position oversees the day-to-day administration and optimization of the CRM platform for the Los Angeles Lakers. The CRM Analyst will work within the Business Analytics & Strategy Department, while partnering closely with the Ticketing, Sponsorship, Marketing, IT, Legal, and Finance departments. It will ensure customer data is properly captured, maintained, and used to evaluate and execute on customer relationship building and revenue opportunities. This role requires experience with Microsoft Dynamics and PowerBI, as well as strong interpersonal skills. The CRM Analyst must be a self-starter, who is willing to take the lead on all CRM initiatives.
Essential Functions:
  • Oversee the day-to-day CRM administration and champion CRM to encourage adoption through training, system demos and feature awareness
  • Manage system setup and provide targeted recommendations on how to improve CRM platform in terms of page layouts, fields, campaigns, workflows, triggers, and validation rules based on sales and service processes
  • Identify, define, maintain, and improve CRM workflows and system processes to increase efficiencies. Engage with stakeholders to understand current pain points and gather business requirements to solve them 
  • Determine critical data elements to enrich customer profiles and work with CRM users to drive collection of elements
  • Perform on-going CRM data analysis while maintaining the integrity of the data
  • Build and maintain master set of CRM standard operating procedures and provide ongoing training to users
  • Develop CRM dashboards and reports to support the day-to day needs of Ticketing, Partnerships, and other applicable departments
  • Develop tools to allow customer service specialists to create an unmatched fan experience with a focus on retention/touchpoint tracking and goals
  • Support Partnerships team with inventory, deal tracker, and rate card management
  • Work with internal teams, including IT, to identify new integrations; own the integration of data sources into CRM to determine appropriate use-cases and identify areas for improvement
  • Champion data quality, data accuracy, and data-driven decision making within the organization
  • Additional special projects, as needed and assigned
Bachelor’s degree in Information Systems, Computer Science, or related technical field or equivalent work experience

Previous Experience:
  • Two to three years of professional experience working with Microsoft Dynamics and PowerBI (required)
  • Experience with Ticketmaster Archtics, Veritix AXS, or other ticketing database (required)
  • Sports or entertainment industry experience (preferred)

Technology Capabilities: 
  • Microsoft Dynamics and PowerBI
  • Ticketmaster Archtics, Veritix AXS, or other ticketing database
  • Database software such as Microsoft SQL Server, Azure
  • Microsoft Office applications (Excel, Word, PowerPoint, etc.)
  • Business intelligence tools such as PowerBI

Knowledge, Skills, Abilities:
  • Ability to perform necessary Microsoft Dynamics administration functions and identify problems, sources, and potential solutions
  • Capable of managing and prioritizing a variety of unexpected tasks while continuing to successfully conduct day-to-day operations without interruption
  • Display strong initiative and self-motivation
  • Demonstrated ability working independently and in teams, and fostering relationships with both internal stakeholders and outside vendors
  • Excellent communication skills, both verbal and written
  • Ability to lead a project team, and exceptional project management abilities 
  • Possess strong technical, analytical, critical thinking and problem solving skills
  • Understand CRM as it relates to sales, service, and marketing functionalities
  • Comfortable working in a fast-paced, urgent project environment
Physical Demands: N/A
Location: El Segundo, California
Travel: Around 5% travel for League meetings, industry conferences, and other events
Hours: Regular office hours M-F, with additional hours as needed

Los Angeles Lakers, Inc. requires its employees to be fully vaccinated against COVID-19 and up to date on their vaccination (i.e., both fully vaccinated and boosted against COVID-19 if eligible for a booster) prior to their first day of employment unless they are approved for a reasonable accommodation based on disability, medical condition, or religious belief that prevents them from being vaccinated. Being fully vaccinated means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. Being up to date on vaccination means an individual has received a booster dose of the Pfizer or Moderna vaccine within 6 months after the last dose in their primary series or a booster dose of the Johnson & Johnson vaccine within 3 months after their first dose of the vaccine. As a condition of employment, you will be required to provide proof that you are fully vaccinated and up to date on your vaccination before you can begin to actively work. 
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.