Manager, CRM and Analytics presso The Smith Center for the Performing Arts

Job Title:                                Manager, CRM and Analytics

Department:                          Marketing

Reports to:                             Director, Digital Marketing and CRM

Status:                                    Full-Time, Exempt

Work Location:                      Fully Onsite | The Smith Center for the Performing Arts

Summary of Duties and Responsibilities

The Manager, CRM and Analytics will play a key role in driving patron engagement and revenue growth at The Smith Center for the Performing Arts. This position manages data-driven audience segmentation, reporting, and customer relationship management (CRM) initiatives. Working across key systems, including Prospect2 and Tessitura, the manager supports targeted email marketing campaigns and leverages patron data to convert prospects into buyers, build buyer loyalty, and re-engage lapsed audiences. 

 Essential Duties and Responsibilities

• Build and manage audience list segments within Prospect2 and Tessitura for all targeted email and digital marketing campaigns. 
• Set up campaign tracking protocols and dashboards to evaluate performance, providing actionable insights and optimization recommendations. 
• Support the implementation and testing of email automations, campaign tagging, and tracking systems to improve measurement accuracy and efficiency. 
• Execute CRM strategies for audience lifecycle development, including: 
  • Converting prospects into first-time buyers. 
  • Transitioning new buyers into multi-ticket and season buyers. 
  • Designing and executing reactivation efforts for lapsed patrons. 
  • Develop and implement tracking metrics to measure campaign effectiveness, retention, and customer progression. 
• Produce regular reports and presentations for senior management to guide decision-making and marketing strategies. 
• Collaborate with the Director, Digital Marketing and CRM to monitor key performance indicators (KPIs) for campaigns, retention, and audience growth, and make recommendations to optimize engagement and ROI.
• Collaborate with the marketing and ticketing teams to ensure data integrity, maximize platform capabilities, and streamline audience segmentation. 
• Stay current in CRM, data analytics, and digital marketing best practices to ensure The Smith Center remains at the forefront of patron engagement and audience development strategies.
• Perform other duties as assigned within the scope of the position.

 Required Education and Experience

• Bachelor’s degree in Marketing, Business Analytics, Data Science, or a related field, or equivalent experience. 
• Experience with Tessitura or comparable CRM platforms, data analytics, audience segmentation, or digital marketing; experience in performing arts, nonprofit, or entertainment industry preferred.
• Proficiency in data visualization tools such as Power BI or advanced reporting techniques beyond Tessitura’s native capabilities.
• Proven experience in data segmentation, list building, CRM strategy, or digital campaign reporting. 
• Familiarity with email marketing platforms; experience with Prospect2 preferred. 

Required Skills & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are general guidelines based on the minimum experience, knowledge, skill, and or ability required. Individual abilities may result in some deviation from these guidelines. To perform effectively in this position, the incumbent must have:

• Strong analytical and problem-solving skills with the ability to interpret complex data sets and translate insights into actionable strategies.
• Superior attention to detail, particularly in maintaining data accuracy and integrity.
• Ability to balance detail-oriented data work with big-picture thinking. 
• Proficiency in pulling data and presenting findings in Excel or creating dashboards in Tessitura.
• Excellent written and verbal communication skills, with the ability to present findings clearly and collaborate across marketing and ticketing teams.
• Highly organized with strong time management skills and the ability to balance multiple priorities, projects, and deadlines in a dynamic, fast-paced environment.
• Detail-oriented self-starter with the ability to work both independently and collaboratively to achieve departmental and organizational goals.
• High level of professionalism, discretion, and accountability when handling sensitive patron and organizational data.
• Excellent critical reasoning and decision-making skills.
• Ability to think proactively and identify solutions to maximize department effectiveness.
• Capability to work effectively under pressure and meet deadlines.

 Computer Skills

• Advanced proficiency in Microsoft Office 365, including Excel for data manipulation and reporting, and PowerPoint for preparing presentations and visual summaries.
• Experience with Tessitura or similar CRM platforms, including Tessitura Analytics and Prospect2.
• Proficient in Google Analytics, with the ability to analyze campaign performance and develop actionable recommendations for improvement.
• Ability to write queries, extract and format data, and generate segmented mailing lists and reports.
• Strong understanding of data privacy and digital compliance standards to ensure responsible and ethical use of patron data.

 Other Skills and Abilities

• Demonstrated ability to build and maintain long-term, trust-based work relationships across all departments.
• Desire and ability to accept all levels of challenges.
• Ability to deal with a range of styles and behaviors in a tactful, positive, and professional manner.
• Ability to demonstrate a positive, helpful attitude at all times.
• Exhibit a professional appearance.
• Maintain a dependable, professional, and courteous office environment.
• Flexibility to work evenings, weekends, and holidays as needed.

 Physical Job Requirements

 The physical requirements and demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• This position will require sitting for extended periods, standing, bending, and walking, as well as using fine motor skills, such as finger dexterity for typing. 
• Occasionally lifting, carrying, moving, pushing, and pulling up to 40 lbs. or more.
• Ability to occasionally reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined spaces. 
• Ability to operate a computer keyboard and mouse, and to handle other office equipment.
• Ability to physically stand, walk, and climb stairs on a consistent basis.
• A candidate must have the physical and mental capacity to effectively perform all essential functions described.  
• Vision abilities include close vision, distance vision, and the ability to adjust focus to effectively use mobile devices, and electronic devices such as tablets, iPads, and computer screens.
• This position could be exposed to loud noises, and frequent phone conversations, and requires average to above average visual acuity and hearing.
• Most of this job will be performed indoors in a climate-controlled environment.

Certificates, Licenses, Registrations

Must be able to qualify for licenses and permits if required by federal, state, and local regulations during the course of employment.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be constructed as an exhaustive list of all the responsibilities, duties, and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

 With a career at The Smith Center for the Performing Arts, you really benefit! We offer:

• Creative and collaborative work culture
• Competitive compensation
• Comprehensive health, dental, and vision insurance plans 
• Employee Assistance Program- including counseling, wellness programs, and financial support services.
• Flexible Spending Account (FSA) & Health Savings Account (HSA) options to help you save on eligible medical expenses with pre-tax dollars.
• Generous Paid Time Off Plan
• Paid Holidays and Personal Holiday Time 
• 401(k) retirement savings plan eligibility on your start date with employer match
• Employer-paid disability insurance coverage
• Supplemental benefits are offered such as accident, critical illness, hospital indemnity coverage, pet insurance, and employee-only discounts.
• Safe and paid parking on-site
• Training and career growth opportunities
• Exclusive early access, employee discounts, and complimentary tickets to world-class performances and events.
• Discounts on Starbucks products and merchandise 

Limitations and Acknowledgments

The Americans with Disabilities Act requires that reasonable accommodations be made for qualified individuals to help perform the required duties and tasks of the position. Reasonable accommodation is available for qualified individuals with disabilities upon request.

The Smith Center for the Performing Arts (TSC) is an Equal Opportunity Employer that complies with the laws and regulations set forth under EEOC. 

Diversity, Equity, and Inclusion Mission Statement

At The Smith Center for the Performing Arts (TSC) diversity, equity, and inclusion are at the core of who we are. Our commitment to these values is unwavering.  They are central to our mission and to our impact on the community. We know that having varied perspectives helps generate better ideas to solve the complex problems of a changing—and increasingly diverse—world. We believe that a variety of opinions, approaches, perspectives, and talents are the cornerstones of a strong and flexible organization.

TSC strives to champion diversity, equity, and inclusion for all.