Customer Relationship Manager (5173U), Intercollegiate Athletics

At the University of California, Berkeley, we are committed to creating a community that fosters equity of experience and opportunity, and ensures that students, faculty, and staff of all backgrounds feel safe, welcome and included. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

The University of California, Berkeley, is one of the world's leading institutions of higher education, distinguished by its combination of internationally recognized academic and research excellence; the transformative opportunity it provides to a large and diverse student body; its public mission and commitment to equity and social justice; and its roots in the California experience, animated by such values as innovation, questioning the status quo, and respect for the environment and nature. Since its founding in 1868, Berkeley has fueled a perpetual renaissance, generating unparalleled intellectual, economic and social value in California, the United States and the world.

We are looking for equity-minded applicants who represent the full diversity of California and who demonstrate a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds present in our community. When you join the team at Berkeley, you can expect to be part of an inclusive, innovative and equity-focused community that approaches higher education as a matter of social justice that requires broad collaboration among faculty, staff, students and community partners. In deciding whether to apply for a position at Berkeley, you are strongly encouraged to consider whether your values align with our Guiding Values and Principles, our Principles of Community, and our Strategic Plan.

At UC Berkeley, we believe that learning is a fundamental part of working, and our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. To find out more about how you can grow your career at UC Berkeley, visit grow.berkeley.edu.

The Department of Intercollegiate Athletics consists of more than 200 staff members and coaches and sponsors 29 varsity sports programs. These 29 programs include more than 850 student-athletes who participate in the various sports programs annually within the National Collegiate Athletics Association (NCAA). We are currently seeking a Customer Relationship Manager to work in our Ticket Operations Department.

The First Review Date for this job is: October 11, 2022

Description of Position: This position involves developing, supporting, and administering the operational and strategic aspects of the department's Paciolan ticketing system and the Customer Relationship Management (CRM software), including maintaining data, ensuring accuracy of information, integrating data with other department systems, and training other department employees on how to use the systems. This position will oversee short and long-term revenue forecasting as well as marketing automation.

• Independently applies intercollegiate athletics professional concepts, policies and procedures to manage the overall and day-to-day database maintenance and administration for both Paciolan ticketing software and Customer Relationship Management (CRM) software.
• Provides ticket services and fan program related database needs (i.e., email communication lists, mailing lists, established phone call campaigns, etc.) as necessary.
• Provides ticket sales related database needs (i.e., importing cold call lists, generating database marketing lists, creating e-mail lists for marketing campaigns, etc.) as necessary.
• Updates Sales reports as well as maintain short & long term forecasting models.
• Creates and updates Paciolan and CRM training manuals for internal users and develops, implements and executes all CRM and ticket software training programs for department employees.
• Analyzes and implements new or revised standard operating procedures and guidelines for area of responsibility.
• Suggests improvements for the customer ticketing experience while maximizing cross-sell and up-sell opportunities.
• Continually looks for ways to improve sales and service efficiencies through the use of CRM functionality.
• Works with other members of unit to come up with new ideas on how to utilize CRM to increase sales, builds sales and service campaigns (under the direction of the Associate AD), scores leads to help sellers prioritize their targets, and monitors service and sales rep CRM adoption*Oversees maintenance of files, database and reporting for Paciolan and CRM.
• Constantly scrubs (merge/purge) Paciolan Ticketing database, utilizing CRM tools, to ensure accuracy and consistency of data.
• Manages all data integration efforts between department systems, including JumpForward, CADS, Paciolan, Salesforce, Ballena, Turnkey surveying, etc.
• Pulls required data lists for projects throughout the department.
• Leverages email marketing and direct mail tools to generate revenue and improve customer retention and engagement.
• Includes development of emails sent to customers and working with Creative Services team on development of direct mail pieces.
• Finds new ways to leverage marketing automation to increase efficiency.

• Thorough knowledge of program activity and best practices.
• Problem-solving skills; multi-task, work with frequent interruptions, and effective listener.
• Highly effective verbal and written communication skills in the English language.
• Thorough knowledge with regard to the development of communication campaigns that involve email, direct mail and phone strategies.
• Familiarity with current CRM systems and integration with ticketing systems.
• Must maintain current knowledge of applicable rules and standards of the Pacific-12 Conference, the National Collegiate Athletic Association (NCAA), as well as other associations and agencies to which the Berkeley campus of the University of California adheres, and, at all times avoid any and all violations of these rules and standards.

Education/Training:

• Bachelor's degree in related area and/or equivalent experience/training.

• Basic knowledge and/or ability to learn of the athletic department, its mission, vision, goals, achievements, policies, and infrastructure.
• Previous experience with Salesforce CRM.
• Previous experience with Paciolan.
• Previous experience within College Athletics, specifically in ticket sales, operations or CRM.

• This is a 100% full-time (40 hours per week) exempt career position, which is paid monthly and eligible for full UC Benefits.
• Annual salary is $56,200.00.
• For information on the comprehensive benefits package offered by the University visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html

Please include a cover letter, resume, and three references with your application. For more information on our department, please visit www.calbears.com.

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant see:

https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf
For the complete University of California nondiscrimination and affirmative action policy see:
http://policy.ucop.edu/doc/4000376/NondiscrimAffirmAct