Senior CRM Manager

Location: London, UK

Division: Ticketmaster

Line Manager: Associate Director CRM, International

Contract Terms: Permanent, Full Time

THE TEAM

The International Marketing team features an eclectic mix of experts in a variety of fields, all working to improve the marketing taking place in our many local markets, and ultimately to help fans have the best experience buying tickets and going to events. Like a lot of Ticketmaster, we tend to have a passion for the events we promote and are a diverse and welcoming group, here to do some of our best work.

B2C CRM is a very important area at Ticketmaster, and we sit at the heart of it. We lead on CRM strategy, best practice, automation, AI event recommendations, optimization and analysis for around 30 International markets and brands. We do this in constant collaboration with locally based marketers, who handle day-to-day campaigns.

We’re a small team, trusted as experts in the business, able to take a step back from campaign management to deliver long-term improvements, uplifts and initiatives. This puts us in a great place to help more of our fans enjoy going to the events they love.

THE JOB

This is an opportunity to drive a step change in Ticketmaster’s performance, and our fans experience, through a range of projects, often pivotal and high-profile. Working collaboratively with colleagues throughout the business, you will have the potential to deliver a significant change for Ticketmaster in the capability and quality of our CRM, and to deliver fantastic results.

These projects will always be varied, and often at the cutting edge of what Ticketmaster can do with our huge pool of data and best-in-class CRM tools. Now is an exciting time to join Ticketmaster. We have big plans for next year and your projects could initially cover topics like email design and rollout, automation, AI recommendations, new CRM channels, new data points, and developments to our reporting suite, and the focus will change as our marketing needs develop.

You’ll be managing several workstreams concurrently, so efficient time and project management skills are paramount. You’ll often be working with teams across the international business, from Product teams delivering technical advances though to local marketers delivering our CRM output for fans, so managing stakeholder relationships well will be key. You’ll be joining our CRM Executive and reporting into the Associate Director for CRM.

WHAT YOU WILL BE DOING

• Leading on a variety of important CRM projects. Managing time and multiple work streams concurrently, you’ll be organised and efficient in tracking progress, and personable in building up good relationships with stakeholders across the business to influence the success of your work.
• Getting hands-on with projects where the work falls within our team, you’ll use your expertise as a CRM Marketer to make changes to creative and automation within our tools (for example in Salesforce Marketing Cloud or Google Analytics).
• Testing the results of project deliveries, you’ll work with local markets and products to understand the impact of your work, analysing results, and make recommendations for changes and further tests to get the most from our work, and to influence future CRM strategy.
• Presenting updates in weekly meetings, we’ll discuss any challenges, successes and suggestions that could make your projects work better.
• Presenting major developments to the wider marketing team, and up to senior stakeholders.
• Use your skills and experience to offer guidance to our local marketers on best practices and using their tools. Maintaining good working relationships with local markets will help with this.
• Support the team when necessary in their projects, taking on ad-hoc tasks and projects where necessary.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• 5+ years experience managing CRM
• Experience of project managing multiple complex projects concurrently, in an organised and deadline-oriented manner. There is extra value in your projects aligning with some of the topics we’ll be focused on to begin with.
• CRM Campaign management experience – this will help with relating to our CRM managers and their daily work.
• Strong user of CRM tools such as Salesforce Marketing Cloud, including Automations/Journey Builder.
• Strong SQL query writing is a bonus.
• Experience of channels beyond email are a bonus (SMS, Push notifications etc).

YOU (BEHAVIOURAL SKILLS)

• Proactive, able to own a project and deliver on it with independence and self-motivation
• Methodical and detail-oriented in tracking the delivery of projects
• Strong relationship and influencing skills in ensuring dependent teams prioritise work to meet delivery targets, and in relating to markets and understanding their needs.
• Great presentation skills, ensuring less technical team members or more topline-focussed senior stakeholders are kept abreast engagingly and clearly.
• Able to juggle multiple competing deadlines, prioritise workload and speak out when you need support
• Able to take on complex technical information and distil from it the actions required, and act on them
• A rigorous tester, able to construct tests that accurately examine performance
• Creativity in exploring new solutions, ideas and the potential to influence overall strategy.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability – We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork – We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity – We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging – We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.