CRM Analyst

Position Overview

The Baltimore Orioles organization is a storied Major League Baseball franchise with a proud tradition and passionate fans. Under new leadership, the team is entering an exciting chapter focused on building a winning tradition, delivering a world-class fan experience, fostering innovation, and making a meaningful impact in the community. As a CRM Analyst, you will help the Orioles better understand, engage, and grow its fan base by maintaining and enhancing the CRM environment, ensuring data accuracy across sales, marketing, ticketing, and analytics platforms, and transforming customer data into actionable insights.

Key Responsibilities

• Serve as the primary business owner and first line of support for the CRM system, including configuration, data quality, user access, training, and day-to-day operations.
• Partner with ticketing and corporate partnerships teams to ensure CRM processes support fan engagement, sales execution, and revenue tracking.
• Build targeted lead lists, segments, and campaigns using CRM and integrated data sources.
• Develop and maintain reports, dashboards, and analyses to track key performance indicators.
• Analyze and synthesize CRM, ticketing, marketing, and sponsorship data to deliver actionable insights that improve revenue performance and operational efficiency.
• Support the development and execution of a CRM roadmap, including system enhancements, process improvements, and data initiatives aligned with business priorities.
• Identify and implement process improvements and automation to reduce manual work and enhance data reliability.
• Maintain data integrity across CRM, ticketing, marketing, and data warehouse systems and manage data-related issues with vendors and technical partners.
• Create and maintain clear documentation for CRM processes, data definitions, and reporting standards while gathering user feedback to improve usability and adoption.
• Stay current on CRM tools and recommend enhancements to strengthen the organization’s use of data.

Required Qualifications

• Bachelor’s degree in a quantitative, analytical, or business-related field or equivalent professional experience.
• 2+ years of experience supporting or administering a CRM platform (Salesforce preferred), including data management, reporting, and user support.
• Experience working with CRM and related data sources to support sales, marketing, ticketing, or customer engagement workflows.
• Proven ability to build clear, accurate dashboards and reports using data visualization tools (e.g., Tableau, Power BI, Salesforce reporting).
• Strong analytical and problem-solving skills, with the ability to interpret data and translate findings into actionable insights.
• High proficiency in Excel and SQL with a working understanding of relational databases, data warehousing, and integration workflows.
• Excellent written and verbal communication skills and the capacity to collaborate with technical and non-technical stakeholders.
• Highly organized and detail-oriented with the ability to manage multiple priorities in a fast-paced environment.
• Familiarity with CRM best practices and third-party tools for data ingestion, marketing automation, and analytics.
• Curiosity and initiative to learn new tools, stay current on industry trends, and continuously improve systems and processes.

Benefits & Perks

• Compensation: $65,000-$75,000 annually depending on experience, plus bonus opportunity.
• Benefits: Generous offerings including unlimited PTO, paid holidays, paid sick leave, health insurance (single and family), vision and dental coverage, life insurance, concession/merchandise discounts, free parking, and complimentary baseball tickets to home games.
• 401(k) plan with discretionary employer match available after one year of service and 1,000 hours.