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The Director, CRM and Business Analytics will develop knowledge, shape customer journeys by segments, and build a data-driven strategy to increase overall revenue and fan engagement for the University of South Florida Athletics department. This role will analyze, propose, and lead the development of CRM initiatives, support the implementation of business intelligence tools, lead the department's AI engagement initiatives, and set up data visualization reporting.
Responsibilities
ESSENTIAL FUNCTIONS
• Manages day-to-day administration of Salesforce CRM system including platform integrations with Ticketmaster, Fanatics, ZoomInfo, Conversica, and other data sources, lead distribution, workflows, system customizations, data visualizations and reporting for the sales, service, partnerships, and marketing teams.
• Queries and develops target audience segments for digital marketing campaigns.
• Deliver a CRM platform for the wider business to drive an Omni-Channel client approach.
• Report on customer insights and identify channel-specific customer trends to build CRM strategies.
• Develop CRM KPIs for sales and marketing teams, follow up on progress, KPIs, and communicate CRM initiatives to the business team.
• Develop reporting documents and dashboards for digital marketing efforts, while measuring performance and results of campaigns to provide analysis to the digital marketing team and other departments.
• Driving concise and focused insight, analysis, and understanding of customers, which can be shared with all relevant teams within the business.
• Build and present actionable data visualizations, dashboards, presentations, and reports for business-wide use, including executive management and third parties.
• Support additional business intelligence and business strategy projects and initiatives.
• Work closely with third-party partners, including CRM and other marketing and sales platforms.
• Troubleshoot CRM problems to resolution.
• Collaborate with the marketing team to help ideate and execute club go-to-market strategies and campaigns.
• Collaborate with marketing team to help build customer segments, customer journeys, and advertising campaigns to drive sales.
Qualifications
Minimal Qualifications:

• Bachelor's degree in quantitative or business fields like statistics, business analytics, or computer science

Preferred Qualifications:
• 3+ years of CRM/data analytics experience
• Technical and strategic knowledge of Salesforce and email marketing platforms.
• Attention to detail and quality assurance focus.
• Ability to collaborate cross-departmentally and synthesize multiple inputs into a cohesive strategy.
• Exceptional at building relationships both internally and externally
• Professional, positive, and proactive
Criminal Background Check- level 1 is required
Senate Bill 1310- The Florida Senate (https://www.flsenate.gov/Session/Bill/2023/1310) is conditional upon meeting all employment eligibility requirements in the U.S.
• SB 1310: Substitution of Work Experience for Postsecondary Education Requirements
• A public employer may include a postsecondary degree as a baseline requirement only as an alternative to the number of years of direct experience required, not to exceed:
(a) Two years of direct experience for an associate degree;
(b) Four years of direct experience for a bachelor's degree;
(c) Six years of direct experience for a master's degree;
(d) Seven years of direct experience for a professional degree; or
(e) Nine years of direct experience for a doctoral degree
• Related work experience may not substitute for any required licensure, certification, or registration required for the position of employment as established by the public employer and indicated in the advertised description of the position of employment
About Us
Working at USF
With approximately 16,000 employees, the University of South Florida is one of the largest employers in the Tampa Bay area. We are dedicated to cultivating a talented, engaged and driven workforce that strives to be bold. Employees excel in USF's rich academic environment, which fosters their development and advancement. In 2025, Forbes recognized USF as one of Florida's best large employers, ranked No. 1 among the state's 12 public universities. Our first-class benefits package includes medical, dental and life insurance plans, retirement plan options, employee and dependent tuition programs, generous leave, and hundreds of employee perks and discounts.
About USF
The University of South Florida is a top-ranked research university serving approximately 50,000 students from across the globe at campuses in Tampa, St. Petersburg, Sarasota-Manatee and USF Health. USF is recognized by U.S. News & World Report as a top 50 public university and the best value in Florida. U.S. News also ranks the USF Health Morsani College of Medicine as the No. 1 medical school in Florida and in the highest tier nationwide. USF is a member of the Association of American Universities (AAU), a group that includes only the top 3% of universities in the U.S. With an all-time high of $738 million in research funding in 2024 and as a top 20 public university for producing U.S. patents, USF uses innovation to transform lives and shape a better future. The university generates an annual economic impact of more than $6 billion. USF's Division I athletics teams compete in the American Athletic Conference. Learn more at www.usf.edu.
Compliance and Federal Notices
This position may be subject to a Level 1 or Level 2 criminal background check.
Applicants have rights under Federal Employment Laws:
The University of South Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by law. The University maintains programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws.
Family and Medical Leave Act (FMLA)
Applicants for USF employment are entitled to request reasonable accommodation(s) in the application process. A request is to be made at least five (5) working days prior to the time the accommodation(s) is needed. Visit the Central Human Resources ADA Accommodations webpage for more information on requesting an accommodation during the application/interview process.
Equal Employment Opportunity
The University of South Florida is an equal opportunity employer that does not discriminate against any employee or applicant for employment based on any characteristic protected by law. The University maintains affirmative action programs for protected veterans and individuals with disabilities in accordance with all applicable federal and state laws. This job description does not constitute an employment contract.