CRM Manager

DEPARTMENT: Management

REPORTS TO: General Manager

JOB TYPE: Full-time, year-round

FLSA STATUS: Non-exempt

COMPENSATION/SALARY: $50,000 per year

 

ABOUT: 

The Rep is the St. Louis region’s most honored live professional theatre company. Founded in 1966, The Repertory Theatre of St. Louis is a fully professional theatrical operation belonging to the League of Resident Theatres, The League of St. Louis Theatres and is a constituent member of Theatre Communications Group, Inc., the national service organization for the not-for-profit professional theatre.

 

MISSION, VISION, AND VALUES

Read more here

 

POSITION SUMMARY

The CRM Manager oversees the strategy, administration, reporting, and optimization of The Rep’s CRM ecosystem, currently centered in PatronManager/Salesforce. This position supports ticketing, subscriptions, fundraising, marketing, and patron engagement by ensuring accurate data management, effective reporting tools, and strong cross-departmental workflows.

The CRM Manager serves as a bridge between Management, Box Office, Development and Marketing operations, helping departments leverage patron data to improve revenue generation, audience development, and organizational decision-making.

 

This position may operate on a hybrid schedule, subject to departmental needs and approval. However, because of the collaborative and operational nature of the role, the CRM Manager is expected to maintain a regular on-site presence. A minimum of fifteen (15) hours per week will be scheduled in the Box Office supporting front-line ticketing operations, patron services, and Box Office workflow needs. This hands-on involvement is intended to ensure a strong working knowledge of patron experience, ticketing procedures, and day-to-day system functionality within PatronManager/Salesforce.

 

PRIMARY DUTIES AND RESPONSIBILITIES

CRM Administration and Strategy

  • Serve as primary administrator for PatronManager/Salesforce. 
  • Develop and document CRM policies, workflows, and best practices. 
  • Identify opportunities to improve organizational use of patron data and automation. 
  • Coordinate system upgrades
  • Supporting cross-departmental software integration

Reporting and Analytics

  • Build and maintain reports and dashboards for ticket sales, subscriptions, fundraising, campaign performance, and patron behavior. 
  • Support forecasting and revenue analysis for subscriptions and single ticket sales. 
  • Create cross-departmental reporting tools for Marketing, Development, Management, and Executive Leadership. 
  • Analyze trends, renewal behavior, campaign conversion, and attendance patterns. 
  • Assist leadership with strategic planning through data modeling and visualization.
     

Data Management

  • With the Box Office Manager, ensure accurate import/export procedures and deduplication processes. 
  • Oversee data hygiene initiatives and ongoing database audits. 
  • Develop standards for list pulls, campaign tracking, and patron segmentation.

Marketing & Fundraising Support

  • Collaborate with Marketing on audience segmentation, email targeting, and campaign analysis. 
  • Support Development with donor tracking, campaign reporting, and fundraising analytics. 
  • Help create workflows for subscription renewals, donor cultivation, and patron retention. 
  • Support integrations with email marketing and digital fundraising platforms. 

Training & Support

  • Help train staff on CRM best practices. 
  • Provide day-to-day troubleshooting and user support. 
  • Develop internal documentation and training materials. 
  • Serve as internal resource for reporting and CRM functionality questions.

 

QUALIFICATIONS

  • Bachelor’s degree or equivalent professional experience. 
  • 3–5 years of CRM/database administration experience. 
  • Experience with Salesforce and/or PatronManager strongly preferred. 
  • Strong analytical and reporting skills. 
  • Advanced Excel skills and experience working with large datasets. 
  • Experience building reports, dashboards, and workflows. 
  • Ability to communicate technical concepts to non-technical staff. 
  • Strong organizational skills and attention to detail. 
  • Experience in nonprofit arts, theatre, ticketing, or fundraising environments preferred.

 

ENVIRONMENT: This position requires the ability to work seated and standing for several hours at a time. Some filing is required. The work environment is an air-conditioned, smoke-free, office environment. This position routinely uses standard office equipment such as computers and phones. This position may require local, day travel. Working hours are generally during the day time, but will vary depending on company needs. 

 

DISCLAIMER: This job description is designed to provide a general overview of the job’s requirements. It does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required. The Repertory Theatre of St. Louis reserves the right to modify this job description at any time, including assigning or reassigning job duties or deleting this position.

 

TO APPLY:

Please send your resume to boxofficesearch@repstl.org. Please put NAME_CRMManager as the subject line. For consideration for this position, please do not submit your resume via a third-party platform (i.e. LinkedIn or Indeed).