Reporting to the Chief Marketing Officer, this hands on position provides leadership and support of the organization’s Tessitura CRM system, related applications, and data. The Director of CRM /Data Service will facilitate the mastery of the CRM system within the organization, ultimately defining and implementing the effective use of Tessitura as both a functional tool for maintaining current patron information and leveraging Tessitura and related systems to its fullest capacity.
In collaboration with CMO and Chief Development Officer, this position will identify and prioritize the Tessitura related projects, establish policies & guidelines, and implement the standardization of best practices that result in the overall team success. As the organization’s confident and self-sufficiency increases, the Director will work with the CMO to utilize ROI functionality within Tessitura to seek ways in which Tessitura can identify and support increased revenue generation through ticket sales and donor relations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Function as “the hub” of the Miami City Ballet’s Tessitura users group, made up of power users from all departments across the organization.
Serve as the source of information and management regarding Tessitura and other databases. Understanding the schemas and structures of Tessitura’s Microsoft SQL Server based database in order to manage, update, and customize it successfully.
Serve as lead Tessitura applications specialist supporting other users use of the system.
Champion the organization-wide adoption of Tessitura, dashboards, BI tools, and other functionality to support best business usage of the Tessitura software by the respective departments
Implement custom reports, screens and enhancements to Tessitura and related services using T-SQL, InfoMarker, SSRS and other tools in order to cost effectively bring the functionality of Tessitura in line with current and future needs of the organization.
Leadership and Policy Development
Provide leadership and coordination of the expansion and advancement of Tessitura usage
Serve as the primary operational liaison with internal and external partners regarding the installation and upgrade of Tessitura and associated products
Provide guidance, implementation and support of integration and/or migration of other data with / into or out of Tessitura
Data Management & Systems
Organize and manage protocols for patron and participant data entry and tracking, in conjunction with management team, project leaders and Miami City Ballet Tessitura users group
Develop, inculcate and ensure data standards and integrity are established and maintained, in conjunction with CMO
Promote and run optimal data hygiene, including NCOA, account merging, wealth screening and other appends.
Provide in-house training to all user groups and recurring training sessions including new staff members, version upgrades, new associated implementations.
Develop and share documentation of Customizations, proprietary usage, and analytics approaches related to systems being managed.
Reporting and Analysis
Oversee data capture to proactively enable reporting and inform analysis for marketing, fundraising, education programs and community engagement activities
Translate requests for business intelligence into actionable data capture and analysis
Develop usage of native reporting functionality in Tessitura and T-Stats and future Tessitura BI offerings by users group team
Facilitate generation of complex lists/leads, and train others to generate their own lists/leads
Provide customized reports (or otherwise) and analysis of patron and participation trends using Tessitura and native BI Tools
Provide decision-making support for management utilizing Tessitura and T-Stats
Maintain database security.
Monitor database performance using native monitoring tools; proactively recommend and develop custom monitoring scripts based on the MCB’s use of databases.
Participate with web developers in load testing to determine performance baselines and benchmarks.
Implement creative and thoughtful and cost effective solutions to work around Tessitura limitations.
Work with IT infrastructure team to ensure maximum application availability and connectivity.
Create and maintain application upgrade test plans, fully documenting all application testing efforts.
Technical Operations & Support
Work with departments to create and/or modify financial, analytical, demographic and customized reports through the use of MS SQL.
Automate daily and regularly scheduled database tasks using scripts.
Interface with multiple users across the organization and effectively manage projects; focus on user needs in defining user requirements and retrieving accurate information/reporting from data sources.
Plan and document procedures for disaster recovery and database administration specific to MCB.
Provide technical support for all report applications.
Analyze patron and/or donor databases to pull specific information as needed by departments.
Ensuring the ecommerce functionality of the website is optimized and revenue is flowing.
Backup, restore and archive databases and data.
Bachelor degree (preferably in an IT-related major) or equivalent experience.
Minimum of five years of experience in Customer Relationship Management (CRM) applications and/or database and database reporting systems is required for success.
A proven track record in training, managing, and motivating others to adopt applications or data systems, and in using data analysis to inform business strategy and provide business intelligence.
Strong verbal and written communication with mindset of customer service are required.
Strong analytic mindset and problem-solving skills.
Proven history of database functionality and use, including list generation, extractions and data analysis is required.
Proven expertise in Windows and client/server SQL databases; advanced proficiency with SQL Server Reporting Services (SSRS); proficiency in Microsoft Word/Excel and Access; Microsoft SQL Business Intelligence Development Studio, SQL Query knowledge and relational database system skills.
Highly accurate and detail-oriented while meeting goals and scheduled timelines.
Strong organizational and time management skills.
Highly capable of quick and critical decision-making.
Ability to successfully prioritize and orchestrate multiple projects in a fast-paced working environment.
Certain duties may require working during off-peak hours.
Employer will assist with relocation costs.
Additional Salary Information: Depends on Experience
About Miami City Ballet
Miami City Ballet’s mission is to produce and present the highest level of dance performances throughout Florida, the United States and abroad, train young aspiring dancers, and develop Miami City Ballet School into a leader of dance education.