CRM Analyst

The CRM Analyst is primarily responsible for assisting the Rams Sales and Service teams to achieve success through utilization of a well-designed CRM interface and strategic deployment of contacts that increases conversion and retention. The ideal candidate has deep Salesforce knowledge and experience collaborating with Sales and Service teams on lead and retention strategies, has deep experience in customer list management and prioritization, and can enable front-end CRM modifications and best practices through the building of layouts, reports, dashboards as needed. Knowledge of Ticketmaster (Archtics) data is a plus.

Role Responsibilities: 

CRM Administration:

• Load/manage sales leads & service lists for a variety of campaigns
• Collaborate with business analytics team to strategically prioritize sales and service list management for Salesforce Marketing Cloud campaigns and Sales Cloud Campaigns
• Build and maintain custom objects, fields, layouts, validation rules, flexipages, triggers, flows, etc. based on Sales and Service business needs
• Develop prioritized customer lists for sales teams and setup associated workflows within contact management systems, including training on contact system software
• Own and maintain all CPQ and contracting generation tools within the CRM system
• Support other departments (stadium, marketing, ticketing) in list, contact, and campaign management
• Support execution and troubleshooting Stadium Seat License (SSL) contract processes and other SSL operations including case management for seat relocations, upgrades, transfers, and name changes

Business Intelligence and Data Management:

• Report on Sales/Service team utilization of the CRM system and performance
• Drive continuous improvement through measurement and monitoring of KPIs
• Create Salesforce Dashboards to help monitor and report on success rates of sales/service campaigns
• Upload data to data warehouse from variety of sources and ensure data hygiene - help maintain clean data.
• Investigate & escalate data and reporting inconsistencies
• Troubleshoot breakdowns in data workflows

Other:

• Train Sales/Service reps on CRM system functionality
• Complete other duties as assigned

Role Qualifications (Skills/ Experience/Capabilities):

• Bachelor’s degree required
• 2 years of experience with Salesforce Sales Cloud and Salesforce CPQ / Billing
• High degree of proficiency with Microsoft Excel
• Ability to design and create analytical dashboards within Salesforce or other visualization tools (e.g. Tableau, Power BI, etc.)
• Knowledge of SQL querying in a relational database
• Knowledge of Formstack data
• Experience in sports industry and familiarity with ticketing service and sales campaigns (e.g. season ticket member renewals) is preferred
• Experience with Salesforce Marketing Cloud and automation studio (or similar marketing automation tool) is a plus
• Experience with Ticketmaster Archtics data is a plus
• Ability to work cross-departmentally to help multiple teams meet retention and sales goals
• Excellent communication skills and comfortable presenting with all levels of the organization
• Strong time management, interpersonal skills and the ability to multi-task within a fast-paced environment
• Ability to work independently and self-prioritize
• Positive team player with excellent interpersonal skills
• Ability to work flexible hours as needed, including but not limited to evenings, weekends, and holidays

Salary Range: $68,000/yr. - $75,000/yr.

The Los Angeles Rams are proud to be an Equal Opportunity Employer.

We strive to create a sense of belonging for all employees by fostering a culture of respect and inclusion, empowering everyone to be their true selves.

Experience