Sr Manager Top Buyer Loyalty

Draper, Utah Requisition Number R0032519 Subsidiary StubHub

Sr Manager, Top Customer Loyalty & Support

When sporting and entertainment fans think StubHub, they know that they are working with the best secondary ticket marketplace in existence! StubHub’s reputation for being a high quality, friendly, fun and energetic company begins with our awesome fan relationships!

StubHub is looking for an experienced high value support and growth leader. In this role you will have a unique opportunity to enhance our top Fan experience, manage specialized support and lead growth programs for this customer segment. Reporting to the Sr. Director of Customer Experience, you will be responsible for the overall satisfaction of our largest Buyers and programs to support their growth and overall retention. You will drive engagement, provide the very best white glove service, foster relationships and encourage and manage empowerment to drive loyalty with StubHub’s most valuable Fans. In collaboration with the StubHub Service Design team, this role will focus on recommending future enhancements to the Top Buyer program and creating a best-in-class customer journey. Through this work, and planned pro-active efforts, you will grow GMS by designing and managing a program with offerings to enhance experiences, promote corporate packages and win back former Top Buyers.

Responsibilities:

Improve customer engagement and drive retention through a best in class top tier customer support program.

Design and improve customer service processes to ensure a customer-first approach when Fans have questions or concerns.

Drive incremental Fan spend by creating pro-active campaigns to drive new, repeat or enhance experiences throughout the customer lifecycle.

Partner with the StubHub field operations team to create opportunities for incremental purchases.

Partner with the  loyalty marketing team to share learnings and collaborate on marketing activities to best attract and retain this Fan segment.

Lead cross-functional initiatives and teams related to enhancing StubHub’s loyalty capabilities in the customer experience environment.

Communicate progress regularly through informal and formal presentations; provide insights and recommendations. 

Demonstrate exceptional leadership and influential capabilities as well as coaching and development skills 

Influence cross-functional partners to act and adopt new approaches when needed

Build strong customer relationships and delivering customer-centric solutions

Create new and better ways for the organization to be successful

Plan and prioritize work to meet commitments aligned with organizational goals

Consistently achieve results, even under tough circumstances

Build partnerships and work collaboratively with others to meet shared objectives

Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences

Learn through experimentation when tackling new problems, using both successes and failures as learning fodder

Requirements:

  • 8+ years of successful and proven experience as a customer experience and growth leader supporting top clients
  • Strong quantitative & qualitative skills, with a proven track record of analyzing data to design or improve outcomes.
  • Expertise in churn management techniques and best practices
  • Superior communication skills demonstrated at the executive level and cross functionally
  • Well organized, meticulous about the details, and able to juggle multiple priorities
  • A self-starter and proactive, positive thinker
  • A competitive and winning attitude

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eBay Inc. 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 talent@ebay.com.  We will make every effort to respond to your request for disability assistance as soon as possible.

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