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Ticketmaster · 16 hours ago

Manager, Digital Experience

Knoxville Metro

Full-time

Hybrid

Mid, Senior Level

Ticketmaster is a leading company in live event ticketing, and they are seeking a Manager for Digital Experience to enhance their Salesforce Communities and Marketing Cloud Account Engagement. The successful candidate will optimize these platforms to align with business goals, collaborate with stakeholders, and drive user adoption and engagement analytics.

ConcertsDigital EntertainmentEventsMedia and EntertainmentTicketing

Responsibilities

Act as the SME for Salesforce Communities and MCAE, guiding stakeholders on platform capabilities and best practices

Gather and document business requirements across Sales, Marketing, and Support for Community enhancements and MCAE campaigns

Optimize Community user experience: improve navigation, streamline processes, and enhance self-service capabilities

Partner with Marketing stakeholders to design, build, and optimize MCAE programs, including lead nurturing, scoring, and campaign automation

Analyze Community engagement data (traffic, adoption, case deflection) and MCAE performance metrics (open rates, conversion rates, engagement scoring) to identify improvement opportunities

Drive process improvement: map current-state and future-state Community and MCAE workflows; recommend enhancements

Collaborate with stakeholders during UAT, gather feedback, and ensure successful deployment of enhancements

Partner with Education and Training teams to document and deliver updated training materials and best practice guides

Ensure data quality, integrity, and compliance across both Salesforce Communities and MCAE

Measure success: track adoption, engagement, campaign effectiveness, and iterate solutions based on insights

Qualification

Salesforce CommunitiesMarketing Cloud Account EngagementCRM business requirementsDigital self-service strategiesData integrityGovernanceCampaign performance metricsProcess analysisImprovementSalesforce certificationsCommunication skillsPresentation skills

Required

Deep knowledge of Salesforce Communities (Experience Cloud) and Marketing Cloud Account Engagement (Pardot)

Experience in gathering, managing, and prioritizing CRM/marketing business requirements

Proven ability to design and implement digital self-service strategies and marketing automation programs

Strong understanding of data integrity, governance, and integration within Salesforce ecosystem

Familiarity with campaign attribution models and measuring ROI on marketing initiatives

Ability to lead strategic program and project review meetings, influencing stakeholders across functions

Experience in process analysis and improvement, with measurable outcomes

Strong communication and collaboration skills; able to engage with both technical and non-technical audiences

Excellent presentation skills and ability to advocate for platform enhancements with leadership

Preferred

Salesforce certifications (Admin, Experience Cloud, MCAE Specialist/Consultant) are a plus

Benefits

Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)

Free concert tickets, generous paid time off including paid holidays, sick time, and personal days

401(k) program with company match, stock reimbursement program

New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support

Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment

Volunteer time off, crowdfunding match