Senior Manager - CRM

Position: CRM Senior Manager

Department: Business Strategy & Analytics

Reporting Relationship: Reports to VP - Business Strategy & Analytics

Status: Full-Time (Exempt)

The Business Strategy & Analytics (BSA) team at Tepper Sports & Entertainment, the parent company for the NFL's Carolina Panthers and the MLS' Charlotte FC, is actively seeking a Senior Manager of CRM. This team member will have a direct hand in leveraging both internal and third-party data sources to assist the BSA team in developing, implementing, and maintaining a data-driven strategy to support sales and service efforts for the Carolina Panthers, Charlotte FC, and Tepper Sports & Entertainment initiatives.

This role will be part of the Business Strategy & Analytics Team and will work closely with several groups across the organization including Ticketing Sales & Service, Digital Marketing, and Finance. This person should have a team player attitude and demonstrate a flexible and adaptable work style that responds quickly and efficiently under pressure. Tepper Sports & Entertainment looks to provide its fans with the best fan experience and this role is critical to helping deliver on that promise.

• Serve as the organizational expert in CRM, continually driving strategy, governance, and best practices across all departments (Sales, Service, Marketing, and Partnerships).
• Develop and manage the CRM roadmap, prioritizing enhancements, new features, and projects that align with organizational goals for revenue growth and customer engagement.
• Proactively engage with internal stakeholders across the organization to understand business needs, pain points, and opportunities for leveraging the CRM to improve efficiency and results.
• Lead training sessions and provide robust, ongoing support and documentation to all staff, ensuring high levels of system adoption and proper usage of CRM functionality.
• Lead all efforts connecting CRM and our data warehouse to other data sources (e.g., email marketing, SMS messaging providers, Formstack, etc.).
• Partner with internal teams to improve CRM efficiency, including UI experience for internal users.
• Review and manage reports and dashboards for data visualizations to support the day‑to‑day needs of the organization.
• Serve as the primary point of contact for KORE and Microsoft Dynamics, as well as the internal database administrator and subject matter expert.
• Design, build and drive campaigns to better engage our customer base.
• Analyze campaign performance and clearly articulate insight into how to improve engagement.
• Provide recommendations to the Ticket Sales and Service leadership team on how to leverage our CRM to execute on their strategic vision, including lead scoring, prospecting, and retention strategies.
• Assist marketing to develop target audiences for sales and service communications (email, social, web, print, etc.).
• Help lead the organization's Artificial Intelligence efforts tied to CRM to drive internal efficiency and sales & service team productivity.
• Lead data retention and minimization efforts across CRM.
• Maintain and improve workflow rules and business logic.
• Other duties as assigned.

• BA/BS degree in a relative field or equivalent work experience.
• Minimum 4 years of experience in CRM campaign creation, workflow, and execution.
• Experience with KORE and/or Microsoft Dynamics.
• Must be flexible to work evenings and/or weekends and all Carolina Panthers, Charlotte Football Club and Stadium events, including events held on weekends, nights, and holidays.
• Must pass pre‑employment screens.

• Managerial experience and/or a previous role as team leader.
• Experience with SQL.
• Experience with Copilot for Sales.
• Experience with Tableau and/or Power
  
  BI.
• Experience with marketing automation software with integration to CRM systems.
• Experience with Ticketmaster / Archtics.
• Experience with Virtual Agents.
• Experience with Power Automate.

• Ability to collaborate with cross‑functional teams to achieve desired outcome.
• Self‑starter with a hands‑on approach, good instincts for prioritization and the ability to work under a high‑pressure, fast‑paced…