Sr. Manager, CRM & Lifecycle Marketing

About Us:

Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that’s bringing us together. To fulfill Gametime’s mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.

With platforms on iOS, Android, mobile web and desktop supporting more than 60,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.

The Role:

We are looking for a talented, data-driven CRM leader to scale our customer engagement and retention marketing efforts and make game-changing leaps in CRM’s impact to business performance. Reporting to our Sr. Director of Comms & GTM, the Director of CRM will lead the vision, strategy and excellence of our CRM effort, leading a team across all aspects of CRM communications, segmentation, lifecycle, and other programs designed to increase long-term loyalty, retention, and lifetime value. The right candidate desires to develop best-in-class talent and innovative CRM capabilities spanning CRM marketing campaigns, fan happiness CX touchpoints, paid customer marketing, Product and more.

• CRM Vision, Develop ambitious growth targets and a CRM roadmap that delivers a step-change in scale and impact to Gametime’s business and customer experience.
• Talent Development. Coach and motivate a high performing team of CRM professionals to unlock incremental growth with consistent iterative testing, following best-in-class experimentation practices.
• Customer-First Advocacy. Understand the interests and behaviors of our customers to segment them and create personalized journeys. Develop segmentation strategies that can extend to paid media, product and creative to proactively drive activity in the customer lifecycle.
• Strategic Leadership. Align CRM with the company’s overall strategy, objectives, and goals, partnering with Finance and leadership to maximize our customer file against operating plan targets.
• Operational Excellence. Partner with data, creative, product, and other departments on prioritization and implementation of CRM projects, ensuring flawless execution.
• Collaboration. Lead advocacy for CRM by sharing insights and recommendations with cross-functional teams and leadership, inviting collaboration on our CRM channels experience.
• World Class Programming. Set best-in-class practices for our customer experience and communications look-&-feel.  Manage vendor relationships and negotiations.

• A deep understanding of lifecycles, segmentation, analytics, and user behavior
• Experience with Braze or similar CRM platforms
• 8+ years of experience with email, mobile push notifications, and SMS marketing campaigns. Experience with both Mobile Apps and eCommerce a plus.
• 3+ years of experience managing a team within CRM
• A data-driven approach toward increasing engagement and improving lifetime value
• High degree of comfort rolling up your sleeves to get into the details with your team, including working with SQL, experimentation models, and customer analytics
• Ability to thrive in a fast-paced, dynamic environment and manage multiple projects simultaneously.
• You understand what questions to ask to get to the answer when working with analysts to uncover learnings that will propel performance

• Flexible PTO
• Equity
• Medical, dental, & vision insurance
• Life insurance and disability benefits
• 401K, HSA, pre-tax savings programs
• New equipment setup provided
• Diverse Family-forming benefits through Carrot Fertility
• Wellness programs
• Tenure recognition

Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.