CRM Senior Manager

SUMMARY:

The CRM Senior Manager will manage the enterprise-wide CRM system (Salesforce Sales Cloud, Service Cloud, CPQ) for Kraft Sports + Entertainment whose member companies include the New England Patriots, Gillette Stadium, and the New England Revolution. The position will play a critical role in the development and execution of KSE's CRM strategy and will have a direct impact on building and enhancing relationships with our customers, driving the success of our sales and service teams, and providing data visualizations for executive teams to afford data-driven decision making across the organization. The position will manage the technical design, architecture, and maintenance of KSE's Salesforce ecosystem and all its integrated technologies. The CRM Senior Manager will manage a team responsible for scaling customer data and technologies across wide ranging sales and service stakeholders, transforming processes and unlocking data to efficiently drive Sales & Service priorities across KSE. The position will be responsible for multiple concurrent projects under the supervision of the Senior Director of Marketing & Business Intelligence.

DUTIES AND RESPONSIBILITIES:

1. Serve as the primary Salesforce administrator and subject matter expert.
2. Provide recommendations on how to leverage CRM to execute strategic vision, including lead scoring, prospecting, and retention strategies.
3. Oversee the technical design and development of end-to-end solutions with Visualforce, Apex (classes, triggers, web services), Salesforce APIs, SOQL, SOSL, as well as integration technologies.
4. Manage product development process and backlog, including management of internal and external development partners, to translate business requirements into technical design and actional solutions within Salesforce environment.
5. Integrate APIs with data, processes and platforms to assure accurate & efficient end-to-end solutions.
6. Serve as technical owner for integrated solutions, including AirSlate, ZoomInfo, EPICs, UCX, Outlook, Okta, Formstack. Marketo, KAGR
7. Lead Salesforce CPQ's customization and integration with operational systems that power KSE's contractual businesses, to connect data and processes across sales ops stakeholders (Legal, Finance, Contract Admins, Inventory Admins).Create strategies for sales campaigns and automated cadences within Salesforce, and effectively communicate strategies for implementation.
8. Analyze campaign performance and clearly articulate insight for how to improve engagement.
9. Maintain daily/weekly/monthly/quarterly dashboards that measure productivity and results, to support the day-to day needs of the organization.
10. Manage omnichannel customer service process to create single view to respond to and report on all customer cases irrespective of channel.
11. Fulfill specific database requests and analysis regarding renewals, ticket sales, campaign tracking, and other initiatives.
12. Manage Salesforce processes, workflow rules, and business logic to ensure maximum productivity and efficiency.
13. Regularly perform data hygiene of leads, accounts, opportunities, and custom objects.
14. Understand the sources of data that feed the CRM system (warehouse, Marketo, KORE, phone system, SMS-MMS, etc.) and liaison with third party vendors as needed to recommend how best to collect, organize, and use this data to maximize revenue and fan engagement.
15. Support marketing team in developing target audiences and campaigns for various communications and promotional efforts.
16. Stay up to date on all Salesforce product releases, system updates and best practices to steer new customizations and integrations.
17. Develop and provide end user training and troubleshoot end user questions and issues before escalating to vendor.
18. Special projects and assignments as business dictates
19. Responsible for the maintenance, creation and control of all personally identifiable information or any other information protected by any Confidentiality or Privacy Standards or Company Policies that you have access or knowledge of, including but not limited to any state or federal regulations including HIPAA.

SUPERVISORY RESPONSIBILITIES:

• CRM Analyst
• Junior Salesforce Administrator

SKILLS AND QUALIFICATIONS:

• BA/BS degree in a relative technical field or equivalent work experience required.
• Minimum four (4) years of experience in CRM (Salesforce Sales & Service) campaign creation, workflow, and execution.
• Managerial experience and/or a previous role as team leader strongly preferred.
• Experience with data visualization reporting tools such as Tableau preferred.
• Previous experience working with ticketing databases (Ticketmaster Archtics) is a plus.

• Must have the ability to demonstrate uncompromising judgment and discretion to protect the confidentiality/privacy of our customer and corporate information.
• Experience with CPQ and Marketo is a plus
• Experience with Apex and SQL preferred.
• Must have strong teamwork and relationship management skills and work effectively with all personalities to support a strong, unified culture.
• Must be a self-starter and capable of working independently
• Must be effective with a variety of communicative modes (verbal, non-verbal, and written) and be attuned to others through strong, active listening skills.
• Must be able to identify problems, their sources, and their potential solutions while continuing to successfully conduct day-to-day operations without interruption.
• Must have a strong command of reasoned, measured decision-making based on analyzing the pros and cons of each potential decision to be made.
• Must have a critical eye for detail.
• Must possess a strong ability to manage multiple priorities efficiently and effectively, making timely decisions to meet project deadlines and business needs.
• Must be able to handle high pressure situations in a professional manner.
• Sports league or team background preferred.
• Must be able to work a flexible schedule, including nights, weekends, and holidays.

PHYSICAL DEMANDS:

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

• Normal office environment

CERTIFICATES, LICENSES, REGISTRATIONS:

• Salesforce Certified Administrator preferred
• Salesforce Certified Service Cloud Consultant preferred

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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