Senior Manager - CRM
Listed on 2026-01-24
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IT/Tech
CRM System
Posted Friday, January 9, 2026 at 5:00 AM
Position: CRM Senior Manager
Department: Business Strategy & Analytics
Reporting Relationship: Reports to VP – Business Strategy & Analytics
Status: Full-Time (Exempt)
Position Summary:
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
Primary Responsibilities- 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 theCRMroadmap, 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 theCRMto 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 ofCRMfunctionality
- 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 PowerBI
- 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,…
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