CRM, Administrator

The CRM Administrator will help the Washington Nationals better understand, engage and grow its fan and customer base through effective use of CRM tools, data and analytics. This role is responsible for supporting and enhancing our CRM environment, while maintaining data accuracy and consistency across key business teams.

The Nationals are a military-friendly organization actively recruiting veterans and spouses.

Summary:

The CRM Administrator will help the Washington Nationals better understand, engage and grow its fan and customer base through effective use of CRM tools, data and analytics. This role is responsible for supporting and enhancing our CRM environment, while maintaining data accuracy and consistency across key business teams.

Reporting to the Director, CRM, the CRM Administrator will partner closely with Ticketing, Corporate Partnerships, Marketing, Nationals Park Events and other business stakeholders. The ideal candidate is analytical, detail-oriented, proactive and comfortable working across both systems administration and business analytics responsibilities.

The Nationals are a military-friendly organization actively recruiting veterans and spouses.

Essential Duties and Responsibilities:

CRM Administration & User Support

• Serve as a primary business owner and day-to-day support resource for the CRM platform, including user access, troubleshooting and routine admin functions.
• Build and maintain reports, dashboards, list views, flows, validation rules, fields, page layouts and other system components.
• Support new user onboarding, training and documentation to promote CRM adoption and best practices.

Campaigns, Lead Management & Cross-Functional Support

• Build and maintain targeted lead lists and campaign segments to support sales, service, marketing and partnership initiatives.
• Support lead assignment, campaign execution and pipeline management processes within the CRM platform.
• Assist with business processes related to products, opportunities, renewals and other sales-supporting workflows as needed.

Reporting, Analytics & Business Insights

• Analyze CRM, ticketing, marketing and partnership data to identify trends, evaluate performance and provide insights to improve revenue generation.

• Support campaign measurement and performance analysis, including assessment of lead generation efforts, segmentation effectiveness and rep productivity.
• Translate technical findings into clear written and verbal recommendations for business stakeholders and leadership.

• Gather user feedback, identify pain points and recommend improvements that strengthen business processes.

• Participate in special projects and other duties as assigned.