Athletics Dir CRM Business Analytics

Position Summary

The Director, CRM and Business Analytics provides strategic and operational leadership for customer relationship management, data analytics, and business intelligence initiatives within the University of South Florida Athletics Department. This role is responsible for developing data-driven strategies that enhance revenue generation, fan engagement, and customer experience through advanced CRM utilization, audience segmentation, performance analytics, and emerging AI engagement platforms.

The Director serves as a key partner to sales, marketing, partnerships, and service teams by delivering actionable insights, optimizing customer journeys, and supporting omni-channel engagement strategies aligned with departmental goals.

Essential Duties and Responsibilities

CRM Strategy & Platform Management

• Manage day-to-day administration of the Salesforce CRM platform, including system configuration, integrations, workflows, lead distribution, data governance, and reporting.
• Oversee CRM integrations with Ticketmaster, Fanatics, ZoomInfo, Conversica, and other data sources and platforms.
• Troubleshoot and resolve CRM system issues to ensure platform reliability and user adoption.
• Serve as the primary liaison with third-party CRM, marketing, and sales technology partners.

Data Analytics & Business Intelligence

• Develop and maintain dashboards, data visualizations, and reporting tools for department-wide and executive-level use.
• Build and present actionable insights through reports, presentations, and analytics platforms.
• Support departmental business intelligence initiatives and strategic data projects.
• Analyze customer behavior and engagement trends to inform business strategies.

Marketing, Sales & Engagement Support

• Query, develop, and manage customer segments for targeted digital marketing and outreach campaigns.
• Deliver an integrated CRM platform that supports omni-channel customer engagement.
• Collaborate with marketing and sales teams to design customer journeys and go-to-market strategies.
• Support campaign measurement, performance tracking, and ROI analysis.
• Provide data-driven recommendations to optimize fan acquisition, retention, and revenue growth.

Performance Measurement & Strategy

• Develop and manage CRM and analytics-related KPIs for sales and marketing teams.
• Monitor progress toward performance benchmarks and communicate results to stakeholders.
• Drive concise, focused insights that enhance organizational decision-making.
• Lead departmental AI and advanced analytics engagement initiatives as assigned.

Collaboration & Leadership

• Partner with internal stakeholders across sales, marketing, partnerships, operations, and external vendors.
• Communicate CRM initiatives, performance metrics, and strategic priorities across the organization.
• Foster a culture of data literacy and analytical decision-making within the department.

Minimum Qualifications

• Bachelor’s degree in Business, Analytics, Information Systems, Marketing, or related field (or equivalent experience).
• Minimum of three (3) years of experience in CRM management, data analytics, or business intelligence.
• Demonstrated technical and strategic expertise in Salesforce and email marketing platforms.
• Strong attention to detail with a focus on data accuracy and quality assurance.
• Proven ability to collaborate across departments and synthesize complex information into actionable strategies.
• Exceptional interpersonal and relationship-building skills.
• Professional, positive, and proactive work approach.
• Degree Equivalency Clause: Four years of direct experience for a bachelor’s degree.
  ▪ Senate Bill 1310- The Florida Senate (https://www.flsenate.gov/Session/Bill/2023/1310) is conditional upon meeting all employment eligibility requirements in the U.S.
  ▪ SB 1310: Substitution of Work Experience for Postsecondary Education Requirements
  ▪ A public employer may include a postsecondary degree as a baseline requirement only as an alternative to the number of years of direct experience required, not to exceed:
  ▪ (a) Two years of direct experience for an associate degree;
  ▪ (b) Four years of direct experience for a bachelor’s degree;
  ▪ (c) Six years of direct experience for a master’s degree;
  ▪ (d) Seven years of direct experience for a professional degree; or
  ▪ (e) Nine years of direct experience for a doctoral degree
  ▪ Related work experience may not substitute for any required licensure, certification, or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment.
  ▪ Minimum Qualifications that require a high school diploma are exempt from SB 1310.

Preferred Qualifications 

• Experience in collegiate or professional sports, entertainment, or ticketed-event environments.
• Knowledge of AI-driven engagement tools and advanced analytics platforms.
• Experience developing enterprise-level dashboards and reporting systems.