Director, CRM

Apply

Description

Are you looking to be part of a high-performing team of go-getters who make a difference both on and off the court? Join the Detroit Pistons as we harness the power of basketball to unite our city, elevate our fans, and drive lasting community impact.

The CRM Director is responsible for leading the organization's customer relationship management strategy to drive fan engagement, revenue growth, and data-driven decision making. This role oversees the development, implementation, and optimization of the CRM ecosystem, ensuring the platform effectively supports marketing, ticket sales, partnerships, and fan engagement initiatives.

The CRM Director will lead the strategic direction of the CRM platform, manage CRM operations through the CRM Manager, and collaborate across departments to enhance customer insights, improve fan experiences, and maximize the value of the organization's customer data. This role plays a critical part in connecting data, technology, and business strategy to deliver measurable impact across the organization.

Responsibilities

CRM Strategy & Leadership

* Develop and lead the organization's CRM strategy to support fan engagement, customer lifecycle marketing, and revenue generation.

* Oversee the CRM platform roadmap, ensuring alignment with organizational goals and evolving business needs.

* Manage and mentor the CRM Manager while establishing CRM best practices and operational standards across the organization.

* Drive CRM adoption and strategic usage across ticket sales, marketing, partnerships, and other business units.

CRM Platform & Technology Oversight

* Oversee the configuration, optimization, and integration of the CRM platform with marketing automation tools, digital platforms, ticketing systems, and other business applications.

* Identify opportunities to improve automation, workflows, and customer data infrastructure.

* Partner with technology teams and external vendors to maintain and enhance CRM functionality.

Customer Data Strategy

* Partner with the BS&A team to establish and maintain strong data governance practices to ensure high-quality, reliable customer data.

* Develop strategies to unify and enrich customer profiles across multiple data sources.

* Support data-driven segmentation and personalization strategies to enhance customer engagement and marketing effectiveness.

Reporting, Analytics & Insights

* Define CRM reporting standards and performance metrics to evaluate sales team activities, customer engagement, marketing effectiveness, and campaign performance.

* Align with Sales and Marketing leadership to provide them with actionable insights derived from CRM data to inform strategic decision-making.

* Support predictive analytics and customer segmentation initiatives to improve targeting and campaign effectiveness.

Organizational Collaboration

* Partner with marketing, ticket sales, partnerships, and digital teams to support integrated customer engagement strategies.

* Work closely with the Business Strategy & Analytics team to align CRM initiatives with broader analytics and business intelligence efforts.

* Ensure teams across the organization are trained on CRM capabilities, best practices, and new platform features.

Requirements

Education & Experience

* Bachelor's degree in Information Systems, Business Administration, Marketing, Analytics, or related field.

* 8+ years of experience in CRM strategy, marketing technology, customer analytics, or related roles.

* 3+ years of leadership or team management experience.

* Experience managing enterprise CRM platforms (Microsoft Dynamics preferred).

* Microsoft Dynamics CRM certification earned or in progress.

Skills & Competencies

* Strong understanding of CRM platforms, customer data infrastructure, and marketing automation tools.

* Experience leading CRM strategy, customer segmentation, and lifecycle marketing initiatives.

* Ability to translate business needs into technical CRM solutions.

* Strong analytical and reporting capabilities, including experience with SQL and data visualization tools.

* Excellent leadership, communication, and cross-functional collaboration skills.

* Ability to manage complex projects and…