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