CRM Lifecycle Manager
At StubHub, our mission is to bring the joy of live to fans globally. As the world’s most trusted ticket marketplace, we enable fans to buy and sell tickets to tens of thousands of events, whenever and wherever fans want to be.
Are you interested in joining a high-growth customer-focused team dedicated to solving meaningful customer problems? Your work will have a significant impact on the business, and help spread the joy of concerts, theater and sports to fans everywhere.
The CRM Lifecycle Manager will drive fan engagement by defining customer-centric CRM strategies and implementing and optimizing them over all CRM Channels (Email, Push Notifications and SMS messaging). In this data-driven role, understanding StubHub customers, their motivations and behaviors will be the key to your success. This role is responsible for all lifecycle journeys, including: Capture, Onboarding, Onsales, Post Purchase and Selling. Candidates should have a customer-centric approach, deep knowledge of CRM marketing and a passion for live events.
LOCATION: The role is based in San Francisco, and reports to the Director of Brand & Relationships Marketing.
PRIMARY JOB RESPONSIBILITIES
Lead the development of comprehensive CRM strategies that achieve engagement and revenue goals across lifecycle campaigns and journeys.
Devise, launch, test and optimize campaigns across the customer lifecycle and within multiple channels including email, push notifications and SMS, utilizing dynamic content and event triggers.
Own end-to-end CRM campaigns including strategy, implementation build, testing, optimization and analysis.
Identify opportunities to improve customer engagement, sales and customer retention across all CRM user lifecycle journeys.
Identify and implement opportunities for automation and innovation that increase the efficiency of marketing channels and enable them to scale.
Build and refine content and messaging strategies that maximizes output for customer segments and genre/event/performer based affinity personas.
Work with the product team to launch new features and implement new capabilities.
Executes tests end-to-end from conception to measurement.
Set a forecast and report on campaigns performance.
Track competitive landscape and best practices in CRM Lifecycle journeys.
Successfully communicate across the organization both verbally and in writing.
EDUCATION, SKILLS AND EXPERIENCE
5+ years of CRM / contact strategy experience. Bachelor’s degree.
Extensive experience with email marketing systems/tools (Braze preferred, otherwise SFMC or other enterprise CRM), A/B testing, data structures (GCP preferred), and reporting (Tableau).
Experience developing customer contact strategy to drive acquisition and retention, and leading dynamic campaign management.
Solid technical background with SQL expertise, hands-on experience with conditional logic (Liquid preferred, otherwise Amscript) and good understanding of HTML.
Demonstrated hands-on management, planning, and execution, and ability to meet deadlines under time pressure.
Experience in operations (testing roadmaps, prioritizing backlogs) and capable of working with large volume sends and datasets.
Skilled in analytics - must be good with numbers, able to deliver not only reporting but also actionable insights.
Strong communication skills, attention-to-detail and cross-functional collaboration.
Highly results-oriented and strategic, self-motivated, with an innovative and resourceful attitude.
Ability to deal with ambiguity and proven experience of managing multiple projects at the same time.
Experience in e-commerce is a must, knowledge of marketplaces is a plus. Passion for sports and music.
We love creating opportunities for others by connecting people from widely diverse backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel StubHub is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work.
View our accessibility info
StubHub is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at email@example.com. We will make every effort to respond to your request for disability assistance as soon as possible.
For more information see: