THE ROLE

The CRM Insights Manager is responsible for strategy and execution of CRM insights and architecture across Legends and client environments. This role will lead design and evolution of Salesforce solutions that enable scalable growth, operational efficiency, and data-driven decision-making across the organization. Serving as a leader and trusted advisor, this position partners closely with senior stakeholders to shape business processes, translate complex business challenges into system and data requirements, and ensure CRM insights are embedded into how the business plans, operates, and grows.

The CRM Insights Manager sets standards for analytics, data modeling, and insight delivery while guiding teams toward best practices that drive adoption and elevate customer experience. This role sits at the intersection of business strategy, CRM architecture, and analytics, with clear accountability for aligning CRM capabilities to organizational priorities, mentoring insight practitioners, and ensuring Salesforce evolves in lockstep with the company’s expanding business model.

ESSENTIAL DUTES AND RESPONSIBILITIES

• Lead the design and evolution of Salesforce solutions that support scalable growth across Legends and client environments.
• Partner with senior business stakeholders to identify business challenges, define future-state processes, and translate needs into CRM architecture, system requirements, and insights.
• Own the end-to-end delivery of CRM and insights initiatives, including discovery, solution design, prioritization, implementation oversight, testing, and post-launch optimization.
• Define and enforce standards for CRM data models, reporting, automation, and insight delivery to ensure consistency and trust across the organization.
• Design and oversee Salesforce automation solutions using Flow and Apex, guiding technical decision-making and ensuring best practices are followed.
• Lead cross-functional engagements across services lines, departments and operations to align CRM capabilities with business strategy.
• Develop and deliver executive-level insights, narratives, and recommendations that inform decision-making and operational priorities.
• Proactively identify risks, inefficiencies, and opportunities within CRM data, processes, and architecture, and drive corrective action.
• Mentor CRM Insights Analysts and related team members by setting expectations, reviewing work, and supporting professional development.
• Support adoption and change management by ensuring CRM solutions are intuitive, well-documented, and aligned to user workflows.
• Maintain a regular in-office presence a few days per week to lead collaboration, engage stakeholders, and support team development.

SUPERVISORY RESPONSIBILITIES

Carries out supervisory responsibilities in accordance with all Legends Global policies and applicable laws.

QUALIFICATIONS

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

• Proven experience working in large, complex Salesforce instances, including multi-currency, multi-business-unit environments with sophisticated security, sharing, and data models.
• Deep understanding of Salesforce (SFDC) best practices with demonstrated experience designing and governing enterprise-scale technical solutions, not just implementing features.
• Advanced knowledge of Salesforce automation patterns, including Flow architecture best practices, with working knowledge of Apex triggers and classes sufficient to guide design decisions and trade-off discussions.
• Strong experience designing and governing Salesforce security and access models, including role hierarchy, sharing rules, permission sets, and Permission Set Groups (PSGs), to support scalable, least-privilege access across complex organizations.
• Experience owning CRM or analytics initiatives end-to-end, including discovery, solution design, prioritization, delivery, and post-launch optimization.
• Experience supporting CRM solutions in sports, entertainment, venue management, or live events environments, where business models span ticketing, premium sales, partnerships, hospitality, and merchandise.
• Understanding of seasonality, event-driven revenue, and contract-based partnerships, and how these dynamics impact CRM data models, forecasting, and reporting.
• Familiarity with integrating or working alongside ticketing platforms (e.g., Ticketmaster/Archtics or similar systems) and downstream revenue or engagement data.
• Experience working in organizations with multiple properties, venues, or franchises, requiring scalable CRM architecture and flexible reporting across locations and brands.

COMPENSATION

Competitive salary, commensurate with experience, and a generous benefits package that includes medical, dental, vision, life and disability insurance, paid vacation, and 401k plan.

WORKING CONDITIONS

Location: On Site at a Legends Corporate Office (Frisco, New York or Chicago)

PHYSICAL DEMANDS

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

NOTE:

The essential responsibilities of this position are described below the above headings. They may be subject to change at any time due to reasonable accommodation or other reasons. Also, this document in no way states or implies that these are the only duties to be performed by the employee occupying this position.