USTA National Tennis Center Inc.

CRM and Business Intelligence Analyst

Job Post Information* : Posted Date 2 months ago(11/4/2021 11:59 AM)
# of Openings
Information Technology
Company : Name
USTA National Headquarters, White Plains, NY


The CRM & BI Analyst will manage all US Open CRM initiatives and systems, assist with long-term CRM strategy, support US Open ticket & hospitality sales processes, reporting and insights, and assist the Director, BI and analytics, with all US Open business operations needs. They will be the primary administrator of the US Open Salesforce CRM system. This includes system enhancements, report building (including ROI measurement), development of user interfaces, lead distribution, and assisting with direct marketing campaigns. This person will also provide key analytical and operational support to all US Open revenue generating.  areas. Proof of Covid vaccination required


  • Manage US Open CRM system (Salesforce) to leverage its full capabilities to better understand, service and monetize US Open fans, attendees and related stakeholders.
  • Deliver CRM-related reporting and insights, lead management, internal process improvement, and data manipulation.
  • Work with Marketing and Digital Strategy to create customer segmentation models and communication plans for email and mobile campaigns.
  • Work closely with Hospitality team and ticket office to optimize the sales process from start to finish.
  • Manage the day-to-day relationship and project management with vendors that support the CRM system to keep projects and support cases on time.
  • Identify and recommend improvements to overall CRM landscape, and sales process efficiency
  • Analyze US Open ticket sales data, trends, and develop forecasts; identify key insights, opportunities and risks and communicate those to key stakeholders
  • Manage the dynamic ticket pricing process throughout the US Open on-sale period
  • Support US Open strategic initiatives as requested


  • 3+ years in CRM and BI analyst or similar role; sports or live event industry experience strongly preferred
  • Bachelor’s Degree required, preferably with coursework in business administration, finance statistics, mathematics, accounting, and marketing
  • Experience in CRM, Salesforce, data analysis, data warehouse concepts, and developing customer segmentation models
  • Experience working with ticketing systems (e.g., Archtics)
  • Experience with data visualization software (e.g., Tableau)
  • Experience with SQL a plus
  • Experience with accessing APIs within scripts is a plus
  • Experience with R, Python, or similar programming/scripting language a plus
  • Strong understanding of business system entity structure and data relationships
  • Excellent proficiency in Excel and PowerPoint
  • Excellent communication skills including written and verbal; ability to present ideas and insights clearly and concisely
  • Strong attention to detail, strong work ethic, proactive self-starter
  • Demonstrated ability to thrive and produce in high-pressure environments
  • Strong time management, organization skills and outstanding interpersonal skills
  • This position is Hybrid/Flex 


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