Director, Customer Engagement

Posted on Jan 20, 2019 by StubHub

San Francisco, CA 94102
Leisure & Sport
Immediate Start
Annual Salary
Full-Time
THE OPPORTUNITY: The Director Customer Engagement will report directly to StubHub Global CMO. This a critical role for the organization. This leader will be responsible for driving engagement and loyalty across our growing active user base. We are looking for an experienced CRM and Lifecycle Management professional with a drive for customer-centric innovations. We're excited about candidates who have 10+ year of relevant experience driving value in this space, strong execution orientation, analytics and project management expertise, and resolutions skills. Additionally, a real passion for sports and/or concerts and an understanding of what it means to be a fan is key. Key Responsibilities Lead the development and execution of engagement strategies and tactics to drive profitably repeat rate and loyalty across our user base Leverage other parts of Marketing, Consumer Support and Product to improve user experience, deliver valuable benefits and rewards and delight our fans Define and execute yearly CRM roadmap and strategy across all messaging platforms to improve sales and engagement and meet business goals across all genres/verticals Develop and launch StubHub Loyalty strategy Plan, manage and take responsibility for the budget and re-prioritize for improved ROI Manage and grow email database and ensure best in class delivery Provide business stakeholders ongoing performance analytics and data on eCRM campaigns Work with marketing, product and technology to define business requirements, system functionality and roadmaps for new CRM system implementations (i.e. all messaging platforms) Ensure compliance with all relevant regional legislation i.e. GDPR Required Experience & Skills Bachelor's degree, preferably in marketing, or equivalent experience. MBA a plus 10+ years of digital marketing experience, including email and PUSH notifications in retail sector 10 years team management experience required Experience working with complex data warehouses and SQL experience preferred Proven lifecycle management experience driving conversions and engagement results Loyalty experience a plus Strong data and analytical skills; utilizing and interpreting data and analytics to quantify and improve marketing results Relationship management skills with the ability to build strong trusted relationships with business partners Demonstrated ability to manage multiple initiatives within a team of marketing professionals Ability to work in a dynamic changing environment that values results Track record of acquisition and retention in an online business including general MVT testing and optimization Third party management experience required Experience in onboarding/setup of email/CRM platforms Excellent presentation, writing and conceptual skills with demonstrated experience in working with new media initiatives A strong work ethic and an attitude to solve problems and manage situations quickly and effectively

Reference: 615381591

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