Sr. Director, Customer Engagement

San Francisco, California Requisition Number R0028139 Subsidiary StubHub

ORGANIZATION: StubHub, www.stubhub.com (an eBay company NASDAQ: EBAY)
StubHub’s purpose is to connect people to inspiring event experiences. We connect fans with their favorite teams, shows and artists and introduce them to the ones they'll love next. As the largest ticket marketplace in the world, we enable fans to buy and sell tickets to tens of thousands of events, whenever they want, through our desktop and mobile experiences, including our StubHub app for iPhone, iPad, Apple Watch and Android. Offering a superior fan experience at its core, StubHub reinvented the ticket resale market in 2000 and continues to lead it through innovation. Our industry firsts include the introduction of the first ticketing application, the first interactive seat mapping tool and the first live entertainment rewards program, Fan Rewards™. Our business partners include more than 130 properties in MLB, NBA, NHL, MLS and NCAA, plus AEG, AXS and Spectra Ticketing & Fan Engagement. With the acquisition of Ticketbis in August 2016, throughout the world, StubHub provides the total end-to-end event going experience. StubHub is an eBay company (NASDAQ: EBAY). For more information on StubHub, visit StubHub.com or follow @StubHub on Twitter, Facebook and Instagram or YouTube.com/StubHub.

OUR VALUES:
StubHub One – We act as one team in pursuit of connecting people through inspiring event experiences.
At StubHub, we are:
Driven – We strive for excellence – constantly improving our game
Courageous – We are bold & not afraid to challenge the status quo
Inventive – We see what others don’t & pioneer new paths
Richly Diverse – We recognize & respect everyone as a unique individual
Brand – We experience the world through StubHub

THE OPPORTUNITY: Senior Director Customer Engagement

The Senior. 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

  • 15+ 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

EQUAL OPPORTUNITY EMPLOYER

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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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