CRM Analyst

About the role

Job Title: CRM Analyst

Reports to: Director, Business Analytics

Department: Strategy & Analytics

Location: Baltimore

Type: Full-time, Exempt

Position Summary

The Baltimore Orioles represent a historic Major League Baseball institution, defined by a rich heritage, devoted supporters, and a profound bond with the city. Under new executive direction, the franchise is embracing a transformative period centered on cultivating a winning tradition, enhancing the fan experience, promoting innovation, and delivering meaningful community impact. The organization seeks a CRM Analyst to advance this mission by leveraging data and systems to deepen understanding of the fan base, improve engagement, and drive sustainable growth. In this capacity, you will be tasked with maintaining and optimizing the CRM ecosystem, ensuring data integrity, consistency, and alignment across sales, marketing, ticketing, and analytics functions. This role empowers data-informed decision-making by converting fan and customer data into dependable reporting, actionable insights, and efficient operational workflows. You will work in concert with cross-functional partners to support CRM administration, system integrations, reporting initiatives, and campaign deployment. The ideal candidate brings strong analytical capabilities, meticulous attention to detail, and a proactive mindset, coupled with hands-on experience in CRM platforms such as Salesforce, data quality management, and utilizing data to achieve tangible business results.

Key Responsibilities

• Support Fan Engagement and Revenue Operations

You will serve as a critical liaison between technical and business stakeholders, ensuring CRM systems effectively support fan engagement and revenue objectives. This involves managing the end-to-end lifecycle of fan interactions and transactions within the platform.

• Design and Build Data Models and Integration Specifications

A core function involves creating detailed build specifications for data models and integration touchpoints. You will define the structure and flow of information between ticketing, marketing, and analytics platforms to ensure seamless data exchange.

• Establish Data Quality and Governance Protocols

You will institute and oversee routines designed to validate data quality, monitor the integrity of imports, and resolve inconsistencies. This includes designing validation rules and processes to maintain clean, reliable, and consistent fan records.

• Develop and Maintain Reporting and Dashboards

You will own the creation of dashboards and reports that provide clarity on fan behavior, campaign performance, and key trends. These deliverables will guide targeted outreach, test variations, and provide decision-makers with actionable insights.

• Partner on Technical Implementation and System Alignment

Collaboration with technical teams is essential to align API connections, field mappings, and automation rules across disparate systems. You will ensure that technical implementations adhere to data standards and business requirements.

• Champion and Enforce Data Standards

You will lead efforts to establish and uphold data standards that ensure fan records remain accurate, reliable, and analysis-ready over time. This includes defining configurations, documenting exceptions, and promoting best practices.

• Optimize Segmentation and Journey Orchestration

You will refine segmentation logic and journey orchestration strategies to improve conversion rates, retention, and lifetime value. This requires a deep understanding of fan pathways and engagement triggers.

• Document Configurations and Processes

Maintaining comprehensive documentation is essential. You will record configurations, outline exceptions, and detail troubleshooting steps to ensure continuity and efficiency for future work.

Requirements

• Demonstrate a minimum of three years of professional experience utilizing CRM platforms, with Salesforce being a primary example.
• Proven ability to manage data quality through the design of validation rules, oversight of data imports, and resolution of inconsistencies.
• Capacity to translate complex business questions into precise data requests and metrics that are actionable for cross-functional teams.
• Proficiency in utilizing SQL, APIs, and data visualization tools to conduct data exploration and communicate findings effectively.

Compensation and Benefits

• Base

Salary: $94,700.00 per year.

• Experience: 3-5 years.

Nice to Have

• Prior experience within sports, entertainment, or nonprofit sectors, where you have helped organizations engage audiences and measure impact.

Skills & Tools

• Salesforce; SQL; Tableau; Google Analytics 4; Segment; Eloqua; Marketing Automation; Ticketing Systems

Practical Notes

• This role is responsible for owning CRM strategy for fan growth and retention, shaping data systems and insights that propel the business forward.
• You will translate complex fan data into clear actions for marketing, sales, and ticketing teams.
• Your work will directly influence how Baltimore Orioles fans experience the brand at scale.