The Cincinnati Bengals are seeking a dynamic and innovative CRM Manager to lead customer relationship management efforts to identify new revenue opportunities, streamline processes, and drive deeper engagement with customers. This position will be dedicated to delivering unparalleled satisfaction to the entire customer base of partner accounts and ticket + premium contacts by developing and managing various data management tools. The CRM Manager will report to the Director of Fan Acquisition & Development in addition to supporting and collaborating cross-functionally with Fan Development, Partnership, Finance, Legal, and other departments within the organization.
Duties and Responsibilities
· Develop and execute CRM strategies to improve customer engagement, retention, and satisfaction.
· Implement and manage CRM software systems to streamline processes and enhance customer data management.
· Analyze customer data and insights to identify trends, behaviors, preferences, and qualified leads and use this information to drive targeted marketing campaigns, personalized communications & sales outreach.
· Drive data accuracy and completion.
· Own and manage the Partnership asset inventory inside of the CRM to maximize the optimization and utilization of assets to drive incremental revenue, including rate card and inventory accuracy
· Ensure inventory availability before deal pitches; offer inventory suggestions to help drive revenue.
· Act as a liaison with the Legal and Partnership departments to ensure efficient deal and contract flow.
· Monitor and report on key CRM metrics, analyzing the effectiveness of strategies and making data-driven recommendations for improvements.
· Interface with third party software partners to drive continuous improvement throughout all systems.
· Complete special reports and projects assigned.
Required Qualifications
· In-depth knowledge of CRM (Dynamics preferred) and CDP software and tools and proficiency in data analysis.
· Bachelor’s degree in Marketing, Business Administration, or related field; Master’s degree a plus.
· Proven experience (3-5 years) in a CRM Manager or similar role, demonstrating success in developing and implementing CRM strategies.
· Strong technical knowledge of data integration tools, database design, BI tools, SQL programming, and relational databases.
· Strong analytical skills with the ability to interpret complex data and derive actionable insights.
· Prior sports experience preferred but not required.
· Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
· Strategic thinking, proactive approach & problem-solving abilities to drive innovative CRM initiatives.
· Ability to manage multiple projects simultaneously and meet deadlines in a fast-paced environment.
· Understanding of privacy regulations (e.g., GDPR, CCPA) and best practices in handling customer data.
