Lifecycle Marketing Manager

Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In's top places to work in 2024, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

The Opportunity:

The live events industry is booming, and Vivid Seats is at the forefront of connecting fans with unforgettable experiences. This is a unique opportunity to be part of a fast-paced, dynamic team and be a game changer in shaping Vivid Seats' marketing programs and strategy.

As Vivid Seats Lifecycle Marketing Manager you'll play a significant role in how fans shop for tickets to live events. Sitting within the Product and Marketing team and reporting directly to the Director of Lifecycle Marketing, you'll leverage your expertise in campaign marketing best practices to develop high impact go to market plans and promotions. These plans will include the end-to-end launch of the NFL season, concerts, playoff games and so much more across sports, music and theatre.

Our teams are highly agile and thrive in a fast-paced, constantly changing environment that empowers us to market to our most cultured and savvy customers. The ideal marketer for this role is an aggressive and confident strategic thinker and planner, plus an expert in operationalizing the plans they set in motion. You'll be the architect of fan engagement strategies that ignite excitement and loyalty across every event category at Vivid Seats. You won't just develop a one-size-fits-all plan; you'll tailor unique journeys for each sport, concert, or theatrical event, ensuring every fan feels like a VIP.

How your role contributes to the success of Vivid Seats:

You'll dive deep into the specifics of each event category. For the MLB playoffs, you might craft a campaign highlighting historic rivalries and clutch moments. For a country concert, you could collaborate with social media for an integrated approach for an on-sale date. Your understanding of fan demographics, trends, and event nuances will be crucial.

Our Customer Data Platform (CDP) is your secret weapon. You'll leverage its power to segment audiences based on past purchases, interests, and browsing behavior. Imagine sending targeted emails featuring their favorite team's merchandise to a die-hard football fan, or recommending the perfect seats for a concertgoer who loves a specific artist's general admission energy.

By collaborating closely with Product teams to uncover and reach audience segments at the right time and place, you will enhance engagement and ultimately value of each customer. Changes you would implement to manage email, push, content cards and other CRM efforts throughout the experience will impact gross order volume (GOV) with long-term loyalty and retention impact.

You'll work closely with the design teams to integrate layout, messaging, promotion, and breadcrumbs throughout the UI/UX to move fans from marketing throughout the platform driving a better understanding of Vivid Seats repeat value proposition & loyalty offering.

How your role expectations will progress as a Lifecycle Marketing Manager in the first 30, 60, and 90days:

30 days in

• Acclimate to Vivid Seats' values and organizational goals to understand how your department drives initiatives forward.

• Learn how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers.

• Understand the team contributions and needs of stakeholders that rely on your deliverables to bring business objectives to life.
• Audit the consumer journey and review CRM dashboards/reports to understand drivers of the program/performance and formulate hypotheses on actions to start/stop/continue.

60 days in

• Fine-tune performance measures (with analytics) for a clear & complete view of program performance, including contribution at a granular level.

• Create plans that drive improvement for one and done customer and impact Repeat Rate.

• Develop and lead initiatives for your stakeholders that enhance process, drive innovation, and build on Vivid Seats values.

• Build, maintain, and leverage internal and external relationships to achieve progress and advance objectives.

• Spearhead the testing roadmap that provides improvements to the CRM program performance and user experience.
• Lead initiatives for marketing that enhance process, drive innovation, and builds on Vivid Seats values.

90 days in

• Design and implement process improvements that positively impact the team.

• Mentor others, playing an active role in elevating the skill sets of those you work with.

• Demonstrate meaningful progress to key goals (Incremental GOV, Channel Mix Shift, Repeat Rate, etc.)

• Monitor and evolve team deliverables and overall performance to ensure alignment with broader initiatives.

• Collaborate with stakeholders to confirm accurate prioritization and refine processes for collaboration and best practices.
• Show effective progress towards monthly goals and provide clear monthly overviews of impact for the business in white paper style wrap ups.

What You'll Bring:

• Campaign Expertise: You're a seasoned campaign manager with a proven track record of taking campaigns from concept to execution and measurement. You thrive in a fast-paced environment and can manage multiple projects simultaneously while maintaining a focus on results. You have recent experience managing or overseeing multiple digital channels that build meaningful and deep relationships with customers while maximizing value. You are familiar with a variety of interactive/digital marketing tools including Email, Retargeting, SMS, Push Notifications, etc.

• Data-Driven Decisions: You're a numbers whiz with a keen understanding of leveraging data to inform marketing strategies. From analyzing past campaigns to segmenting audiences, you use data to personalize experiences and maximize impact.

• eCommerce Focus: Experience with Lifecycle Marketing strategy in an Ecommerce context that is aligned with broader repeat focus of goals. You have a deep understanding of how smart, consumer-centric journeys lead to enhanced conversion, transaction acceleration and lower bounce rates.
• Ownership / project management: You're organized and decisive. Prioritizing marketing projects based on business goals and deadlines is something you excel at. You utilize project management tools and process to plan campaigns with timelines, resource allocation, milestones and deadlines. You collaborate with teams on kick-off meetings to deliver clear vision and track progress through to execution with results highlighting successes and optimization opportunities.

Our Commitment:
We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.

Vivid Seats provides competitive compensation; bonus incentives and equity for all employees; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; remote work and snack allowances; and a variety of additional workplace perks.

Location: Chicago, IL

We believe in a hybrid working model which provides employees the flexibility to take advantage of in-person and remote collaboration. Check out our brand new HQ office, bursting with the energy of live events fandom and the vibrancy of Chicago's rising tech scene.

Our Commitment:
We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.