CRM Analyst

Job Title: CRM Analyst

Reports to: Director, Business Analytics

Department: Strategy & Analytics

Location: Baltimore, MD 

Type: Full-time, Exempt

Position Summary:

The Baltimore Orioles organization is a storied Major League Baseball franchise with a proud tradition, passionate fans, and a deep connection to Baltimore. 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 our community. 

We are seeking a CRM Analyst to help the Orioles better understand, engage, and grow our fan base through data and systems. In this role, you will be responsible for maintaining and enhancing our CRM environment, ensuring data accuracy, consistency, and alignment across sales, marketing, ticketing, and analytics platforms. This position enables data-driven decision-making by transforming fan and customer data into reliable reporting, insights, and operational workflows. You will partner closely with cross-functional teams to support CRM administration, integrations, reporting, and campaign execution. The ideal candidate is analytical, detail-oriented, and proactive, with experience working in CRM systems (e.g., Salesforce), managing data quality, and using data to drive measurable business outcomes.

Key Responsibilities:

• Support Fan Engagement and Revenue Operations
  • 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
• Enable Data-Driven Decision-Making
  • Develop and maintain reports, dashboards, and analyses to track sales activity, pipelines, renewals, invoicing, and other key performance indicators
  • Analyze and synthesize CRM, ticketing, marketing, and sponsorship data to deliver actionable insights that improve revenue performance and operational efficiency
• Optimize CRM Systems and Processes
  • 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 improve data reliability
  • Maintain data integrity across CRM, ticketing, marketing, and data warehouse systems
  • Manage data-related issues with third-party vendors and internal technical partners
• Drive Adoption, Documentation, and Best Practices
  • Create and maintain clear documentation for CRM processes, data definitions, and reporting standards
  • Gather and incorporate user feedback to improve CRM usability, adoption, and effectiveness
  • Stay current on CRM tools, features, and recommend enhancements to strengthen how the organization uses data

Qualifications:

• Bachelor’s degree in a quantitative, analytical, or business-related field (e.g., Mathematics, Statistics, Data Science, Business Analytics, Information Systems), or equivalent professional experience

• 2+ years of hands-on 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

• Demonstrated 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, identify patterns, and translate findings into actionable insights

• High proficiency in Excel and SQL, with a working understanding of relational databases, data warehousing concepts, and data integration workflows

• Excellent written and verbal communication skills, with the ability to collaborate effectively with both technical and non-technical stakeholders at all levels of the organization

• Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced, deadline-driven environment

• Familiarity with CRM concepts, best practices, and third-party tools commonly used for data ingestion, marketing automation, and analytics

• Curiosity and initiative to learn new tools, stay current on CRM and analytics trends, and continuously improve systems and processes