CRM and Audience Insights Manager

CRM and Audience Insights Manager

Minnesota Orchestra

Minneapolis, MN

Department:
Audience Services

Reports To:

Director of Ticket and House Services

Classification:
Exempt

Status:
Regular, Full-time

Direct Reports:
None

Salary Range: $95,000 to $105,000 annually

The CRM & Audience Insights Manager serves as the organization's business lead and subject matter expert for Tessitura CRM, ensuring the system effectively supports audience services, marketing, development, and organizational decision-making. Situated in Audience Services, taking additional direction from marketing and development, and working in partnership with Information Technology, this position leads CRM utilization, user adoption, reporting, analytics, data governance, and business process optimization across the organization.

This role is responsible for maximizing the value of Tessitura through effective system use, data stewardship, audience insights, reporting, training, and cross-functional collaboration. Additionally, the position develops reporting and analytics that inform decision-making, and champions best practices that deepen constituent engagement and improve operational efficiency. The role participates in on-going improvement and planning for Audience Services Department by contributing and participating in bi-annual Audience Services meetings, monthly staff meetings, weekly update meetings, weekly manager meetings, daily team meetings, and strategy meetings with other staff, supervisors and managers.

The Minnesota Orchestra is a Grammy Award-winning orchestra known for acclaimed performances in Minnesota and around the world, a storied history of recordings and radio broadcasts, innovative educational engagement programs and a commitment to new orchestral music. Founded by Emil Oberhoffer in 1903 as the Minneapolis Symphony Orchestra, the organization was the eighth major orchestra established in the United States. In 1911, it began a series of children's concerts under the sponsorship of the Young People's Symphony Concert Association (YPSCA), which continues to this day.

Early in the 1920s, the orchestra was one of the first to be heard on recordings and on the radio, playing a nationally broadcast concert with guest conductor Bruno Walter in 1923. In 1968, the orchestra changed its name to the Minnesota Orchestra (or Minnesota Orchestral Association).

Today the Orchestra performs a wide variety of music including nearly 175 concerts in a typical year, primarily at Orchestra Hall in downtown Minneapolis, the organization's home since 1974. The Orchestra is led by Music Director Thomas Søndergård and has historically toured regularly throughout Minnesota, nationally and abroad. The Minnesota Orchestra has an annual budget of $42.6M and ended FY2024 with net assets of $185.5M.

The organization employs over 150 FT employees and over 100 PT staff and is supported and governed by an 80+ member Board of Directors. In 2024-25, 237,875 guests attended in-person concerts; with audio streaming, digital concerts, TV and radio broadcasts included that number reached more than 2.5 million people.

We believe every employee is essential to the success of the organization and critical to accomplishing our mission to enrich, inspire and serve our community.

Our working relationships are based on respect for each other as individuals, confidence in one another, and a genuine desire to actively listen and collaborate with each other.

We are committed to building a diverse and inclusive organization that honors and reflects the community we serve, welcomes, and instills diversity across our organization, and nurtures an equitable and inclusive culture.

• Serve as the organization's primary business lead and subject matter expert for Tessitura CRM and related audience engagement systems.
• Lead and coordinate the internal Tessitura CRM Team, a cross-departmental group focused on constituent engagement, access, and organizational effectiveness.
• Lead and coordinate the internal Tessitura User Group and facilitate cross-departmental discussions regarding CRM enhancements, priorities, and best practices.
• Assist with organizational initiatives including season setup, campaign planning, appeal management, event setup, and financial reconciliation as needed. Take the lead on subscription campaign segmentation.
• Oversee the implementation of Tessitura upgrades and service patches, ensuring they are tested satisfactorily before being released to the production environment and that users are aware of new and updated system capabilities.
• Train and mentor users on the design and timely fulfillment of lists, extractions, output sets, reports, lists, dashboards, and basic data analysis tools.
• In partnership with IT, establish and enforce data entry standards, naming conventions, and deduplication protocols across all constituent record…