Salesforce CRM Manager

At Pacers Sports & Entertainment (PS&E), we are dedicated to delivering best-in-class sports and entertainment experiences while making a positive impact on our community. As the home of the Indiana Pacers, Indiana Fever, Indiana Mad Ants, Pacers Foundation, Gainbridge Fieldhouse, and the WNBA 2025 All Star Weekend, we strive to exemplify our core values of Respect, Teamwork, Trust, Passion, and Excellence in everything we do. Our mission is to create memorable moments for our fans and foster a culture of inclusivity and excellence both on and off the court. Our purpose is Winning, Serving, and Entertaining.

JOB SUMMARY

The Salesforce CRM Manager will manage the setup, functions, solutions, automations, end user trainings and adoption of Sales and Service Cloud. They will run reports and analytics to increase operations and revenue, and implement automations to increase efficiencies across multiple departments and Pacers Sports & Entertainment brands. The CRM Manager will provide leadership and mentorship to the Salesforce Junior Administrator, ensuring their professional growth and development. They will conduct performance reviews, delegate tasks, facilitate training sessions, and manage resources to support the Salesforce Junior Administrator in their role.

ESSENTIAL DUTIES / RESPONSIBILITIES

• Data Acquisition & Enrichment: Manage business segments in the CRM to grow actionable profiles and enrich profiles to fill in marketing database.
• Sales Campaigns & Reporting: Manage daily Salesforce activities, create and manage sales campaigns, and build reports and dashboards to monitor campaigns, sales/renewal pipelines, and user activity.
• CRM Automations: Create Flows to decrease clicks and increase end user efficiency, and update records to complete profiles. Implement AI use cases utilizing tools like AgentForce.
• Salesforce Sales Cloud User Training & Support: Provide training on Salesforce Sales Cloud, as well as day-to-day troubleshooting for Sales and other departmental users
• Sales Data Hygiene: Manage Data Cloud sources within the CRM and segmentation use cases. Identify data discrepancies by reviewing CRM and ticketing system for incomplete or incorrect data. Perform bulk importing of data sets as necessary.
• Ticket Sales Analysis: Offer support and recommendations on projects related to pipeline management, lead scoring, retention modeling, conversion rates, and more.
• Customer Segmentation: Collaborate with digital marketing to ensure that customer segmentation is clean, accurate, and up to date for marketing usage. This role will also act as a liaison to align sales and marketing initiatives.
• Custom Solutioning: Create and edit objects, fields, and layouts to solve for business problems
• Other duties and special projects as assigned.

Managerial Duties:

• Team Leadership: Provide guidance, mentorship, and support to the Salesforce Junior Administrator, ensuring their professional growth and development.
• Performance Management: Conduct regular performance reviews, set goals, and provide constructive feedback to the Salesforce Junior Administrator.
• Task Delegation: Assign tasks and projects to the Salesforce Junior Administrator, ensuring they are aligned with the overall CRM strategy and objectives.

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Bachelor’s degree from a four-year college or university in a relevant field highly preferred.
• Minimum of 3 years of professional Salesforce admin experience required.
• Proven leadership experience, including managing and mentoring junior team members.
• Strong ability to delegate tasks, conduct performance reviews, and provide constructive feedback.
• Experience in facilitating training sessions and workshops to enhance team skills and knowledge.

COMPUTER SKILLS:

• This position requires the employee to have had hands on technical experience on Salesforce Sales and Service Cloud, building Flows, custom solutions, data imports, etc.
• An interest in emerging platforms and technologies is necessary for success in this position; Preferred experience on AgentForce and Data Cloud or strong problem-solving technical aptitude to learn them.
• Proficient in Microsoft Office products, such as Excel, PowerPoint, and Word required.
• Some other apps and platforms this role will work with: Salesvue, Formstack, TCRM, SF Maps, Zoominfo, Salesforce CDP/ Data Cloud, Analytics Studio, and more.

REASONING ABILITY:

Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret directions and technical diagrams and present on findings and offer recommendations to stakeholders. Strong communication and interpersonal skills to work with a variety of end-users.

PHYSICAL AND ENVIRONMENTAL DEMANDS

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, move heavy objects, use a computer, use a 10-key calculator, use a telephone, speak, hear, and write.

While performing the duties of this job, the noise level in the office work environment is usually moderate and the noise level in Gainbridge Fieldhouse / game environment is usually loud. The stress level may become high during certain times of the year.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, gender identity, marital status, disability status, protected veteran status, or any other characteristic protected by law.