Director, Customer Relations Management & Analytics (Internal Employment Opportunity)

EXPIRED

Position Details

Position Information

Department

Intercolleg Athletics (YIA)

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Position Details

Position Information

Department

Intercolleg Athletics (YIA)

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Position Title

Coordinator-Ext Relations

Job Title

Director, Customer Relations Management & Analytics (Internal Employment Opportunity)

Appointment Type

Professional Faculty

Job Location

Corvallis

Benefits Eligible

Full-Time, benefits eligible

Job Summary

This is an Internal Employment OpportunityThe Athletic Department is seeking a Director, Customer Relations Management (CRM) & Analytics. This is a full-time (1.00 FTE), 12-month, professional faculty position.The mission of the OSU Department of Athletics is to Go Build Excellent, Authentic, Visionary Student-Athletes (GO B.E.A.V.S.). The position of Director, CRM & Analytics, will report to and support the Assistant AD/GM, Sales & Service by developing and establishing best practices, mentoring, and training the sales team, providing data analysis, making strategic recommendations, and providing data analytics related reporting documents to leadership as needed. The purpose behind the position is to drive additional sales and revenue generation for the department by leveraging data through multiple channels, such as utilizing CRM solutions, Dynamics 365 CRM, Salesforce, or comparable software. The Director will manage the data gathered across all applicable software platforms and analyze that data to make recommendations that drive strategic sales decision making, increase sales revenue, and/or streamline processes.

Why OSU?

Working for Oregon State University is so much more than a job!Oregon State University is a dynamic community of dreamers, doers, problem-solvers and change-makers. We don’t wait for challenges to present themselves — we seek them out and take them on. We welcome students, faculty and staff from every background and perspective into a community where everyone feels seen and heard. We have deep-rooted mindfulness for the natural world and all who depend on it, and together, we apply knowledge, tools and skills to build a better future for all.FACTS:• Top 1.4% university in the world• More research funding than all public universities in Oregon combined• 1 of 3 land, sea, space and sun grant universities in the U.S.• 2 campuses, 11 colleges, 12 experiment stations, and Extension programs in all 36 counties• 7 cultural resource centers that offer education, celebration and belonging for everyone• 100+ undergraduate degree programs, 80+ graduate degrees plus hundreds of minor options and certificates• 35k+ students including more than 2.3k international students and 10k students of color• 217k+ alumni worldwide• For more interesting facts about OSU visit: https://oregonstate.edu/aboutLocations: Oregon State has a statewide presence with campuses in Corvallis and Bend, the OSU Portland Center and the Hatfield Marine Science Center on the Pacific Coast in Newport. Oregon State’s beautiful, historic and state-of-the-art main campus is located in one of America’s best college towns. Corvallis is located close to the Pacific Ocean, the Cascade mountains and Oregon wine country. Nestled in the heart of the Willamette Valley, this beautiful city offers miles of mountain biking and hiking trails, a river perfect for boating or kayaking and an eclectic downtown featuring local cuisine, popular events and performances.Total Rewards Package:Oregon State University offers a comprehensive benefits package with benefits eligible positions that is designed to meet the needs of employees and their families including:• Medical, Dental, Vision and Basic Life. OSU pays 95% of premiums for you and your eligible dependents. • Free confidential mental health and emotional support services, and counseling resources.• Retirement savings paid by the university.• A generous paid leave package, including holidays, vacation and sick leave. • Tuition reduction benefits for you or your qualifying dependents at OSU or the additional six Oregon Public Universities.• Robust Work Life programs including Dual Career assistance resources, flexible work arrangements, a Family Resource Center, Affinity Groups and an Employee Assistance Program. Future and current OSU employees can use the Benefits Calculator to learn more about the full value of the benefits provided at OSU.

Key Responsibilities

50% Data Informed Sales Generation Provides the Assistant AD/GM, Sales & Service and the sales and service team with data informed sales information and reports in preparation, coordination, and implementation of the department’s ticket and parking sales efforts. Creates, develops, and provides, in collaboration with technology partners, reporting documents which inform strategic decision making about how to organize ticket on-sale, upgrade/add-on, and relocation efforts. Works collaboratively with the Assistant AD/GM, Assistant AD Ticket Operations and third-party ticket partner to establish data driven daily, weekly, and yearly goals for the sales team. Supports the third-party vendor partnerships to leverage sales and data insight to drive increases in revenue. Uses data, and data analysis techniques, to identify leakages in the sales funnel and strategizes with the Assistant AD/GM and Senior Associate AD, External Operations for ways to improve connections with those customer segments. Participates in meetings that focus on new creative initiatives to drive revenue, attendance and enhance fan experience. Manages the Required Seat Donation (RSD) process and works to identify, then implement areas of improvement for both the sales and Our Beaver Nation (OBN) annual fund teams. 40% Training, Service & Sales Optimization Establishes best practices around CRM tools and processes, drives staff adoption and optimization, and ensures accuracy within systems and processes with the goal of enhancing the client experience. Leads regular trainings sessions with relevant teams to expand awareness of technology tools and insights to increase sales performance. Determines common fields across ticketing and sales software, then implements business practices to show consistent information throughout. Works with appropriate individuals and employees within the OSU Foundation to find ways to bridge gaps between CRM platforms. Owns the process and maintains accurate calculations of Beaver Priority Points and Total Investment used for seating and parking allocations. Creates new sales and marketing strategies related to the expansion of first-party data collection flowing into our CRM system through a variety of methods (form submissions, tracking scripts, etc.). Develops and manages the demand generation pipeline with a specific emphasis on marketing qualified leads (MQLs) through marketing automation tools. 10% Supervision & Leadership Provide guidance, mentoring, training, and assistance in the supervision of all interns/student workers within the sales, service, and operations team. Provide lead work, planning, assigning and approving work of interns and students as needed. Identify individuals who may be drawn to data analytics and help them grow in that area.

What You Will Need

Bachelor’s degree from an accredited college/university, or equivalent combination of education and experience in the field. 1 year of experience in data-driven industry or job function. Experience implementing and utilizing CRM solutions (Dynamics 365 CRM, Salesforce, or comparable software). Experience utilizing digital marketing and analytics platforms to access and manage reporting (i.e. Eloqua, Google Analytics, Tableau, Domo) High proficiency in Microsoft Excel (pivot tables, VLOOKUP, etc.) Strong public/community relations and customer service skills A demonstrable commitment to promoting and enhancing diversity This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per University Standard: 05-010 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months.

What We Would Like You to Have

Experience with Paciolan ticketing system

Working Conditions / Work Schedule

Some evening and weekend work required

Pay Method

Salary

Pay Period

1st through the last day of the month

Pay Date

Last working day of the month

Recommended Full-Time Salary Range

Salary is commensurate with skills, education and experience.

Link to Position Description

https://jobs.oregonstate.edu/position...

Posting Detail Information

Posting Number

P07522UF

Number of Vacancies

1

Anticipated Appointment Begin Date

12/04/2023

Anticipated Appointment End Date

Posting Date

11/15/2023

Full Consideration Date

Closing Date

11/22/2023

Indicate how you intend to recruit for this search

Competitive / Internal

Special Instructions to Applicants

This is an Internal Employment Opportunity.When applying you will be required to attach the following electronic documents: 1) A resume/CV; and 2) A cover letter indicating how your qualifications and experience have prepared you for this position. You will also be required to submit the names of at least three professional references, their e-mail addresses and telephone numbers as part of the application process.You will also be required to answer two supplemental questions in the application process regarding your IAWP status.An Individual Associate with a Prospect (IAWP) is any person who maintains (or directs others to maintain) contact with a Prospective Student-Athlete (PSA), the PSA’s relatives or legal guardians, or coaches at any point during the PSA’s participation in Football or Basketball, and whose contact is directly or indirectly related to either the PSA’s athletic skills and abilities or the PSA’s recruitment by or enrollment in an NCAA institution. This definition includes, but is not limited to, parents, legal guardians, handlers, personal trainers, mentors and coaches. Coaches or employees at collegiate institutions may also be considered IAWPs for PSAs that they recruit. Answers to the questions must be truthful. False or misleading answers could result in termination or disqualification from eligibility for any employment at Oregon State University. For additional information please contact: Sara Elcano at sara.elcano@oregonstate.eduOSU commits to inclusive excellence by advancing equity and diversity in all that we do. We are an Affirmative Action/Equal Opportunity employer, and particularly encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQ community members, and others who demonstrate the ability to help us achieve our vision of a diverse and inclusive community. OSU will conduct a review of the National Sex Offender Public website prior to hire.This position is designated as a critical or security-sensitive position; therefore, the incumbent must successfully complete a criminal history check and be determined to be position qualified as per University Standard 05-010 et seq. Incumbents are required to self-report convictions and those in youth programs may have additional criminal history checks every 24 months. Offers of employment are contingent upon meeting all minimum qualifications including the criminal history check requirement.

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * Oregon State University Athletics is committed to promoting diversity and equity in all that we do. In your experience, how have you showed a demonstrated commitment to diversity and inclusion? Give specific examples of how you have been involved with personnel, programs or other initiatives that show a demonstrated commitment to these principles.

(Open Ended Question)

1. * Please explain if you are an IAWP for any high school PSA, two-year junior college PSA, four year college transfer PSA, or any other OSU recruit in the sports of Football or Men’s or Women’s Basketball. If yes, please explain. If no, put N/A.

(Open Ended Question)

1. * Please explain if you are an IAWP for any current OSU student-athlete in their first two years of enrollment at OSU in the sports of Football or Men’s or Women’s Basketball? If yes, please explain. If no, put N/A.

(Open Ended Question)

1. * Internal employment opportunities are filled from within the institution by candidates who are current, or recent, members of the OSU Community. Please indicate how you meet this criterion. See: http://hr.oregonstate.edu/jobs/oeshtx... for details.

(Open Ended Question)

Documents Needed to Apply

Required Documents 1. Resume 2. Cover Letter Optional Documents 1. Verification of Veteran Status ONLY (do not upload any other documentation to this field)

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