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Manager, Sales Operations/CRM

Washington, DC 20004

Monumental Sports & Entertainment (MSE) is one of the largest integrated sports and entertainment companies in the country with one of the most diverse partnership groups in all of sports. MSE owns and operates seven major and minor sports teams: 2018 NHL Stanley Cup Champion Washington Capitals, NBA’s Washington Wizards, WNBA’s 2019 Championship Washington Mystics, NBA G League’s Capital City Go-Go, 2021 & 2020 NBA 2K League Champion Wizards District Gaming and Caps Gaming, an esports sub-brand of the Capitals. Additionally, it holds a significant investment in a seventh professional team, Team Liquid, an endemic esports team owned and operated by aXiomatic, in which MSE is an investor.

In September 2022, MSE acquired the regional sports network, then-called NBC Sports Washington and newly rebranded as Monumental Sports Network. Monumental Sports Network now holds the exclusive local television media rights to Capitals’, Wizards’, and Mystics’ games. The network is both a linear channel and a digital operation. Prior to acquiring the linear platform, the digital platform was launched by MSE in 2016, as the first-of-its-kind regional sports network for digital, mobile, and streaming platforms. Those linear and digital platforms are now combined and join Caps Radio, Wizards Radio, MSE Outdoor and Monumental Productions for a full suite of six media enterprises.

In addition to Capital One Arena – a venue which hosts 3M+ visitors across over 250 events annually, MSE also manages MedStar Capitals Iceplex (training facility for the Capitals), MedStar Health Performance Center (training facility for the Wizards, Mystics, and Go-Go) and EagleBank Arena (a 12,000+ live event venue on George Mason University’s campus).

In July 2020, MSE partnered with William Hill (subsequently acquired by Caesars Entertainment) to open the first ever in-arena sportsbook in North America, now called Caesars Sportsbook.

MSE opened “District E powered by Ticketmaster” in the spring of 2023, a flagship esports and entertainment venue. This 14,000-square-foot live-event theater offers a 365-day-a-year series of immersive experiences in esports, music, culinary excellence, event programming, and community events.

MSE proudly promotes its core values for all those that interact with the company. As a member of our team:

  1. You will provide first-class customer service and value for our fans.
  2. You will champion a double-bottom line that engages, unifies, and gives back to the community we serve.
  3. You will work tirelessly to build generationally exceptional teams that compete for championships year after year and create lifelong memories for our fans.
  4. You will measure performance with specific objectives and metrics and our analysis and decisions are compelled by data.
  5. You will prize leadership, but you should value teamwork and collaboration and transparency even more. We treat each other with respect. We act with honesty and integrity. We remain humble.
  6. You will innovate. We are nimble and first to market. We are not averse to risk.
  7. You will have fun. We are in the business of happiness.

Position Overview:

The Manager, Sales Operations/CRM will be responsible for daily administration of MSE’s Salesforce CRM system and integrated sales technology applications in support of our Ticket Sales, Suite Sales, and Partnership Sales staff. This position will support our salespeople, providing training and guidance on CRM/sales technology procedures, as well as gathering user feedback for the Sales Operations team, which will be used to influence the development of new system features, functionality, and integrations.

Do you thrive on improving systems, supporting sales teams, and shaping innovative solutions? Apply today! We'd love to hear from you!

Responsibilities:

  • Partner with sales leadership to plan sales campaigns and events in Salesforce CRM.
  • Coordinate execution and reporting with Email/Digital Marketing and Database Architecture/Insights teams.
  • Support Salesforce CRM users by resolving maintenance cases in partnership with Ticket Operations and Suite Client Services teams.
  • Gather Salesforce end user feedback and prioritize efforts with the Development team.
  • Create dynamic, interactive report dashboards tracking key audience-specific metrics to interpret data and deliver actionable insights to sales leadership.
  • Develop and create new features and functionality in Salesforce including objects, fields, lightning pages, profiles and permissions Sets, Flows, etc.
  • Configure integrated technology applications as assigned.
  • Use data management tools to insert, update, delete, and merge records, pull prospect and customer lists and automate deduplication and data integrity processes.
  • Conduct new hire training and onboarding of Salesforce CRM and related applications.
  • Lead refresher and feature release trainings to strengthen end user adoption of Salesforce CRM to highlight new features and applications.
  • Track Salesforce CRM usage and adoption metrics.
  • Other duties as assigned.

Minimum Qualifications:

  • Bachelor’s Degree or equivalent experience.
  • 3+ years’ experience with Salesforce or other CRM/relational database.
  • Proficiency with Excel, Salesforce, and other Microsoft 365 products.
  • Experience with supporting high-volume, transactional sales OR high-value enterprise business to business sales.
  • Strong problem-solving skills and ability to collaborate with cross-functional teams.
  • Outstanding writing, communication, organization, time management, and critical thinking skills.
  • Ability to manage multiple priorities in a fast-paced, dynamic environment.

Pay Range: $85k - 100k USD

Benefit Eligibility: This role is eligible to participate in health and welfare benefits.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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