University Southern California Jobs – CRM Manager

The University of Southern California (USC) is one of the world’s leading private research universities. An anchor institution in Los Angeles and a global center for arts, technology, and international business, USC is also one of the largest private employers in the City of Los Angeles. We are searching for exceptional individuals to help us fulfill our mission: Developing individuals and society as a whole through the cultivation and enrichment of the human mind and spirit. As an employee of USC, you will be part of a world-class research university and a member of the “Trojan Family,” which is comprised of the faculty, students, and staff that make the university what it is.

World-renowned for its unparalleled combination of academic and athletic prowess, USC has a storied history of collegiate and Olympic success. USC teams have won 133 national championships, establishing the standard of excellence upon which the athletics program is built. The Women of Troy have claimed 90 individual NCAA crowns while USC’s 327 men’s individual NCAA titles are more than any other university. The USC football program, which competes in the historic Los Angeles Memorial Coliseum, has won 11 national championships, competed in 34 Rose Bowls with 25 wins, and produced 516 NFL Draft Picks, including five first overall selections. USC is the leader among U.S. universities for most all-time Olympians, medalists, and gold medalists. USC’s 326 all-time Summer Olympics medals would tie for 12th most among all countries, while its 153 gold medals would be 11th most.

The vision of the USC Department of Athletics is to be the most student-athlete centered athletics program in the country. USC Athletics is committed to serving and empowering its student-athletes by providing the support, resources, and environment for student-athletes to pursue a world-class education; engage in a meaningful and fulfilling college experience; transform into the best versions of themselves; compete for championships; and prepare to thrive after USC. A member of the Pac-12 Conference and Mountain Pacific Sports Federation, USC is proud to support nine men’s (baseball, basketball, football, golf, swimming and diving, tennis, track and field, volleyball, water polo,) and 12 women’s (basketball, beach volleyball, cross country, golf, lacrosse, rowing, soccer, swimming and diving, tennis, track and field, volleyball, water polo) teams across 12 athletics venues.

JOB DESCRIPTION

USC Athletics is looking to hire a CRM Manager to join our staff and student community of 600+ individuals. This role is responsible for managing the departments Salesforce CRM system. They will take the lead working on the department’s data warehouse to ensure that data remains clean, and the workflows are operational and efficient. In addition, they will work closely with the marketing department creating campaigns for the marketing automation solution. The person will develop the short and long term operational and strategic aspects of the CRM and data system. Working with sales and marketing they will analyze, develop, and implement new business initiatives to enhance the departments marketing effectiveness, ensure the best sales leads are focused on first, and reporting is accurate and relevant. They will focus on data accuracy and require a comprehensive understanding of ticket sales, marketing, fundraising and ticket operations.

Additional requirements include:

• Overall and day-to-day management of USC’s ticket sales and marketing CRM system and data warehouse.
• Ensure all data is clean and accurate, implementing validation rules and other data entry rules as required.
• Thorough knowledge of all Salesforce, data warehousing and marketing automation processes (current marketing automation systems are Fan One and Eloqua) and understanding of how these systems interact.
• Create validation rules, triggers, and workflows to automate data management and business processes.
• Knowledge of Paciolan Ticketing Systems (eQuery, t.res, Ticketing Intelligence etc.) – Paciolan is the vendor that manages all ticketing at USC.
• Develops and maintains relationships with Ticket Sales, Marketing, and Development personnel that promote trust and increase adoption of systems and processes.
• Provide support for all ticket sales, marketing, and service-related campaigns (i.e., email communication lists, importing new lead lists, and managing mailing lists) as necessary.
• Create and update Salesforce training manuals for internal users.
• Lead Salesforce training sessions as part of the onboarding process with ticket sales, marketing, and development staff members.
• Ability to build flexible and innovative strategic plans centered around segmented data that can be leveraged to improve the effectiveness of current campaigns, and to drive insights for new campaigns.
• Analyze campaign performance and provide insights for how to improve engagement.
• Oversee and manage integrations and related applications.
• Create standard and custom reports and dashboards to assist with campaign and activity tracking.
• Ability to build segmented lists and validate data with a high attention to detail.
• Promotes an environment that fosters inclusive relationships and creates unbiased opportunities for contributions through ideas, words, and actions that uphold principles of the USC Code of Ethics.
• Performs other related duties as assigned or requested. The University reserves the right to add or change duties at any time.

Reporting directly to the Associate Athletic Director, the CRM Manager will meet the following qualifications:

• Bachelor’s degree in a related field or equivalent training/experience.
• 3-5 years of experience and training in Salesforce preferred.
• Salesforce Administrator certification preferred.
• Intermediate knowledge in Domo or Tableau preferred.
• High proficiency in Microsoft Excel.
• Meticulous attention to detail and extremely analytical.
• Familiarity with basic tenets of sales and customer service, experience specific to sports industry a plus.
• Strong written and verbal communication skills.
• Ability to multi-task.
• Ability to recognize positive and negative trends and make immediate recommendations to senior management.
• Grooming – employee must maintain a neat, clean and well-groomed appearance. Good hygiene & professional appearance required. Business casual attire in office and during events. Employees may be required to wear USC Athletics attire when representing USC in public
• Work Environment – at times the noise level may be loud (especially during games)

Knowledge of and experience working in higher education preferred. Understanding of the unique culture and needs of college athletes preferred.

This position serves a diverse student and staff population, must demonstrate a commitment to improving outcomes for historically under-served populations, and is expected to contribute to the program’s diversity, inclusion, and equity efforts. USC Athletics is committed to increasing diversity in its staff and welcomes applications from persons of all backgrounds, ethnicities, races, genders, and sexual orientations.

This is a non-exempt position with work that may include working remotely, and working overtime.

Qualifications:

• The ideal candidate will possess a Bachelor’s Degree and 3-5 years of experience and training in Salesforce preferred. Combined experience/education as substitute for minimum education.
• Proficient with Domo or Tableau preferred, and Microsoft Excel.
• Experience working in higher education and/or a sports related field ideal.

Hourly Range:

The hourly rate range for this position is $28.50 – $33.65. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

To Apply

All candidates must submit a (1) resume or curriculum vitae, (2) and cover letter explaining the candidate’s interest in working at USC, qualifications for the position, impact the candidate would make on the department of athletics and how the candidate would contribute to the departments goal of promoting diversity, inclusion, and equity in higher education and sport. Additional materials may be requested at a later date. All USC employees will undergo reference checking and background screening prior to hire.

USC is an equal opportunity, affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristic protected by law or USC policy.

We provide reasonable accommodations to applicants and employees with disabilities. Applicants with questions about access or requiring a reasonable accommodation for any part of the application or hiring process should contact USC Human Resources by phone at (213) 821-8100, or by email at [email protected]. Inquiries will be treated as confidential to the extent permitted by law.

USC will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring ordinance.

Minimum Education: Bachelor’s degree, Combined experience/education as substitute for minimum education Minimum Experience: 1 year, Combined education/experience as substitute for minimum experience Minimum Field of Expertise: Working knowledge of database, spreadsheet, wordprocessing and statistical software programs in mainframe and personal computer environments; research & statistics.