Senior Manager, CRM & Revenue Enablement

Description

A storied sports franchise…a world class arena…the best fans…

AND YOU

Original – Authentic – Vibrant – Attainable

Our Game Plan

The New York Islanders Hockey Club is one of the most iconic franchises in professional sports, with a deeply passionate and loyal fan base that is second to none. Built on a Dynasty in the 1980’s with four straight Stanley Cup Championships and 19 consecutive playoff series wins, our history has defined a legacy that remains untouched in professional sports. That legacy inspires us to leave our mark in the sports, entertainment, and cultural landscape.

In 2021, the New York Islanders moved to our new permanent home, UBS Arena. This state-of-the-art venue, which was built for hockey and made for music, is nestled within the historic Belmont Park – a storied landmark of New York. UBS Arena features best in class facilities and amenities, including premium suites, clubs, and lounges that offer boutique hospitality to elevate the guest experience. UBS Arena is part of a larger redevelopment project at Belmont Park, which aims to transform the area into a vibrant entertainment destination with the opening of Belmont Park Village in 2024 and the new Belmont Park Racetrack in 2026.

How to Make the Team

The Senior Manager, CRM & Revenue Enablement will own the strategy, development roadmap, architecture, governance, and performance of our CRM ecosystem and revenue-enablement technology, leading the team responsible for how partner, fan, prospect, member, and customer data is captured, routed, scored, and acted on across Ticket Sales, Premium, Corporate Partnerships, Member Services, and Guest Experience. This role sits within our Business Intelligence function and sets the roadmap for our Salesforce environment, leads Conversica management, serves as the day-to-day dispatcher of leads, directs relationships with multiple vendors, manages one staff member and partners directly with senior sales, service, corporate partnerships and marketing leadership to turn our CRM stack into a driver of measurable revenue growth and customer-service outcomes.

Show Us You Can

• Own the strategic roadmap, development, governance, and long-term architecture for our Salesforce CRM environment, including system enhancement priorities, data model design, user roles/permissions, and data hygiene standards across the organization
• Own end-to-end lead strategy and administration of AI-powered lead engagement platforms (including Conversica), designing and optimizing sales and service automation, conversation flows, and lead hand-off logic to sharpen scoring, qualification, routing, speed-to-lead, and conversion
• Oversee strategy, governance, and analytics for our Sponsorship/Corporate Partnerships CRM platform, managing a Partnership Analyst who owns day-to-day administration, while partnering with Corporate Partnerships leadership to translate sponsorship performance data into insights that support renewal, upsell, and valuation decisions
• Stay hands-on in the day-to-day as the dispatcher of leads: assigning and reassigning leads, working directly with sales managers to track and manage pipelines, and ensuring timely follow-up and CRM compliance across the organization
• Architect flows, triggers, and cross-platform automations that streamline data management and business workflow across departments, using AI natively to improve workflow design, testing, documentation, analysis, and execution with appropriate human review and data-privacy controls
• Own integrations and vendor relationships across CRM, Conversica, and other data/sales-enablement sources (e.g., Formstack, ZoomInfo, ticketing platforms), setting technical standards, managing contracts and roadmap alignment, and evaluating ROI on technology affecting lead capture, enrichment, and conversion
• Serve as the primary CRM strategy partner to Ticket Sales, Premium, Corporate Partnerships, Member Services, Guest Experience, and Strategy & Analytics/BI, leading system enhancement initiatives in partnership with Ticketing, Legal, and Finance and translating business goals into system capability
• Ensure CRM adoption, workflows, data integrity, and reporting remain consistent with organizational operating standards (e.g., Rules of Engagement) across consumer and business accounts, with clear governance for data entry, identity resolution, deduplication, roles and permissions, documentation, quality monitoring, and remediation
• Partner with BI/Analytics to develop actionable lead scoring and segmentation models and ensure insights translate directly into CRM-driven execution
• Own CRM-enabled service strategy and workflows for Member Services and broader customer service, including case intake, routing, prioritization, escalation, unified customer-history visibility, automation, and performance measures such as first-response time, resolution time, case aging, SLA attainment, repeat contacts, and customer satisfaction
• Direct the build-out of executive-level reporting and dashboards providing visibility into pipeline, campaign, lead engagement, speed-to-lead, conversion, service performance, data quality, adoption, and technology ROI
• Build organization-wide CRM training and adoption programs, growing platform proficiency across business units

Your Training & Talent

• Bachelor's degree in a quantitative field - Computer Science, Information Systems, Mathematics, Statistics, or an equivalent combination of education and professional experience; advanced degree a plus
• 5+ years of experience owning, administering, developing, or governing enterprise CRM environments; hands-on Salesforce experience strongly preferred; Salesforce certifications a plus
• Hands-on experience with an AI-powered lead engagement, sales enablement, or service automation platform required, including workflow or conversation design and performance optimization; experience managing Conversica a plus
• Prior experience in sports, entertainment, or a comparable sponsorship, ticketing, or membership-driven revenue environment strongly preferred
• Demonstrated success managing or mentoring a team, including hiring, coaching, and performance management
• Strong knowledge of SQL and Excel; working knowledge of Tableau or a similar BI tool
• Experience using AI natively to accelerate analysis, workflow design, testing, documentation, and continuous improvement is required; experience using Python to automate processes is a plus
• Strong understanding of relational business databases and system integration architecture
• Familiarity with the KORE Intelligence Platform a plus
• Proven ability to translate ambiguous business requirements into scalable system solutions and communicate technical concepts to executive stakeholders
• Excellent attention to detail and vendor/project management skills

Where You’ll Go

• The New York Islanders have offices in Floral Park, NY. You will be in the office 3 days per week
• Attend home games, other office locations and additional events as needed (events can fall on evenings/weekends/holidays)

What Skills You’ll Use

• Flexibility: Switch gears on a moment’s notice and adapt to shifting priorities
• Motivation: Leverage your personal skills to drive results and influence success
• Autonomy: Manage your time, work independently, and prioritize tasks
• Collaboration: Liaise with cross-functional internal teams and establish positive relationships 
• Creativity: Think outside the box, bringing innovative ideas to the table
• Accountability: Take ownership of your work
• Conflict Resolution: Show off your problem solving and decision-making skills

What’s in it for You

• Expanding your experience with an iconic NHL® franchise in our quest for a 5th Stanley Cup
• Comprehensive benefits package including health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Professional development opportunities

The salary range for this position is between $90,000.00-$140,000.00 annually. Actual base pay for a successful candidate will be determined based on a variety of job-related factors, including but not limited to, skills, education, training, experience and market demands.

The Fine Print

The New York Islanders are an equal opportunity employer and value diversity at our organization. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.