Head of Consumer Data and CRM

LA28 does not provide relocation assistance.

The Summer Olympic and Paralympic Games will be hosted in Los Angeles, California in 2028, returning to the United States for the first time in over 30 years. 2028 will be the first time LA hosts the Paralympic Games, creating an opportunity to expand awareness, understanding and inclusion of people with disabilities.

LA28, the organizers for the 2028 Olympic and Paralympic Games in Los Angeles, is on a mission to create an unparalleled Games experience for athletes, fans, partners, our community and our people. Our vision is to collectively create what’s next through sport, community and the power of our differences.

The 2028 Olympics and Paralympics will represent LA and leverage the strength of our community’s uniqueness and creativity as we collectively work to design a Games that we all want to be a part of. We do this by focusing on people and by inviting everyone into the story of the LA28 Games.

The LA28 organizing committee is an independent, non-profit organization that is privately funded and governed by a board of directors. 

Our Vision is to collectively create what’s next by harnessing sport, community and the power of our differences. Our Mission is to create an unparalleled Paralympic and Olympic Games for athletes, fans, partners, our community and our people.

Values and Behaviors:

• Optimism – Embody a positive, enthusiastic, and solution-oriented attitude in everything we do; challenge the status quo, inspire and support one another to achieve our best; have our eyes on the future and believe we can make a meaningful impact
• Integrity – We communicate openly and honestly, listen, and respectfully value multiple perspectives; we do what we say and are accountable for everything we do; we do the right thing, always. Even when it isn’t easy
• Excellence – We hold ourselves to the highest standard and expectations; we live our values and truths and persevere through challenges; we are continuous learners and adapt and pivot with speed to meet changing needs
• Inclusion – We seek to represent, include, empower and level the playing field; our work reflects the communities we serve and the world in which we live; we leverage our platforms to bring awareness to issues relevant to who we are
• Co-Creation – We are authors of a shared story. Everyone contributes their unique voice to our shared mission; we share pride in our accomplishments and ownership of our shortcomings
• Boldness – We embrace creativity, courage and outside-the-box thinking; we are unafraid to take risks, explore unconventional solutions, and learn from the process; we are innovators, disruptors, and challengers of the status quo

Head of Consumer Data & CRM:

LA28 is looking for a strategic and innovative Head, Consumer Data & CRM to join the Digital Engagement & Marketing team. 

 The Head, Consumer Data & CRM will lead the strategic development and execution of the organization’s consumer data, governance and CRM initiatives. This role is pivotal in transforming consumer data into actionable insights that drive personalized marketing, fan engagement, and revenue growth across ticketing, volunteer, torch relays, and digital media. A successful candidate will be obsessed with evaluating, managing, and enhancing the LA28 fan experience to ensure all data collected comply with data privacy regulations and all data policies are implemented. This person will be a key protector of the LA28 brand and a key contributor in building a legacy for the Olympic and Paralympic Movement through the lens of the fans and athletes.

The ideal candidate is a strategic thinker and hands-on leader who thrives at the intersection of data insights, technology, and fan experience. They’ll work cross-functionally with marketing, ticketing, partnerships, torch relays, volunteer and tech to develop a 360-degree view of the fan and foster long-term loyalty. This role will report to the VP, Marketing and Brand Engagement.

They will serve as the functional head of fan data across the organization, ensuring alignment on fan data strategy and execution across departments.

Key Responsibilities:

• Consumer Data & Governance:
  • Define and implement the organization’s fan data strategy, including data architecture, governance, quality, and integration standards.
  • Establish and maintain a centralized fan data ecosystem on Salesforce Marketing Cloud that consolidates data across ticketing, retail, digital, and third-party sources
  • Develop data governance policies and processes to ensure data accuracy, consistency, and compliance with privacy regulations (e.g., GDPR, CCPA)
  • Partner with IT, legal, and marketing teams to manage data lifecycle practices, including acquisition, enrichment, storage, and purging.
  • Enable data-driven decision-making by collaborating with Insights & Analytics team on the development of dashboards, fan profiles, and business intelligence tools
  • Oversee the evolution of fan segmentation frameworks that support personalization, targeting, and campaign effectiveness
  • Serve as the primary decision-maker on how fan data is structured, governed, and used across the LA28 ecosystem to ensure consistent, compliant, and strategic utilization.
• CRM Strategy & Execution:
  • Own the organization's CRM system, including data architecture, user segmentation, campaign management, and platform optimization in collaboration with USOPC
  • Design and execute fan lifecycle campaigns (acquisition, engagement, retention, win-back)
  • Ensure seamless integration between CRM and digital platforms (email, app, website, social, etc.)
  • Act as the central liaison between CRM tools and key stakeholders across departments to ensure CRM efforts support business objectives.
• Revenue & Engagement Optimization:
  • Partner with ticketing, hospitality, and partnerships teams to support revenue-driving campaigns using data-driven targeting and insights
  • Identify cross-sell and upsell opportunities based on behavioral and transactional data
  • Champion the use of fan data to inform and optimize business planning, ticketing, marketing, and fan engagement strategies.
• Leadership & Collaboration:
  • Lead a growing team of data analysts, CRM and emails specialists, and project managers
  • Work closely with internal and external stakeholders such as USOPC, IOC, and LA28 partners to drive key business decisions and ensure alignment with overall plans
  • Promote a data-first culture across departments and provide education on best practices in data use

Background & Requirements:

• 8-12+ years of data strategy, governance, and CRM experiences ideally in a B2C environment
• Must be an expert in Salesforce Marketing Cloud, Data Cloud, and OneTrust
• Strong understanding of data governance frameworks, data quality management, and data protection regulations 

Expectations

• Highly analytical and collaborative qualities with strong technical, strategic, and problem-solving skills
• Passionate about data security and keeping up with industry standards including but not limited to data privacy and accessibility requirements 
• Strong communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
• Self-starter who is highly passionate about the Olympic and Paralympic movement

Physical Requirements

• The majority of work may be conducted in an office setting, requiring extended periods of time using computers, phones, and other office equipment
• Must be capable of maintaining focus and attention to detail during long periods of analysis and strategic planning
• Work hours may vary but our office is currently working on a hybrid 4-day a week in office model

Education:

• Bachelor’s degree in Data Science, Computer Science, Information Management, or a related field, advanced degree preferred

The annual base salary range for this position is $150,000.00 - $170,000.00. The pay scale provided is the range that LA28 reasonably expects to pay as starting base compensation for this role. All LA28 compensation remains subject to final determination based on individual candidate qualifications, experience, or other reasonable criteria consistent with LA28’s operational business needs and applicable law.

LA28 does not provide relocation assistance.

LA28 is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We strive to build a team that is diverse, inclusive and encourages qualified candidates of all backgrounds, perspectives, and identities to apply. We will consider all qualified candidates with criminal histories in a manner consistent with local law. We assess applications based on relevant skills, education, and experience a candidate can add to our team.