Global Client Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction.

Within Support & Operations, one of the main tools is CRM (powered by Salesforce), and the team oversees the development of our CRM to maximize the return on investment in the CRM system by optimizing understanding, consistency of use, adoption, data integrity and requests for development across the Ticketmaster organization.

THE JOB

This role is responsible for optimizing and enhancing the Salesforce Communities and Marketing Cloud Account Engagement (MCAE/Pardot) experience, ensuring both platforms align with business goals across Sales, Marketing, and Support. The successful candidate will serve as the subject matter expert (SME) for these platforms, collaborating with stakeholders to gather requirements, assist with design, and identify opportunities for improving customer engagement, lead nurturing, and digital self-service.

They will also work closely with the VP B2B CRM and cross-functional leaders to prioritize enhancements, ensure adoption, and continuously refine both platforms to maximize business value. Measuring success through user adoption, engagement analytics, campaign performance, and iteration will be a critical component of this position.

WHAT YOU WILL BE DOING

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.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

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

YOU (BEHAVIOURAL SKILLS)

Strategic Thinking:
- Ability to develop and maintain a long-term vision for optimizing Salesforce Communities and MCAE to support customer engagement, lead generation, and business growth.
Collaboration and Communication:
- Strong collaboration skills to work closely with Sales, Marketing, and Support teams, as well as technical partners and leadership.
- Effective communication skills to align business requirements with technical capabilities and ensure adoption of new features.
- Ability to clearly explain platform capabilities, data insights, and complex workflows to non-technical stakeholders.
Leadership:
- Leadership in guiding cross-functional teams through enhancements and campaigns, ensuring alignment with strategic goals.
- Ability to influence stakeholders and drive consensus on priorities for Community and MCAE initiatives.
- Confidence in facilitating workshops, UAT sessions, and decision-making meetings.
Problem Solving:
- Strong problem-solving skills to design solutions that improve Community usability and campaign performance.
- Ability to troubleshoot adoption challenges, campaign outcomes, and user experience gaps with a data-driven mindset.
Adaptability and Iteration:
- Willingness and ability to iterate on Community and MCAE solutions based on engagement analytics, user feedback, and evolving business needs.
- Flexibility to adjust strategies quickly in response to market shifts, technology updates, or organizational priorities.
Customer-centric Mindset:
- Commitment to designing user-friendly Communities and impactful campaigns that improve the customer and prospect experience.
- Ability to empathize with different personas (customers, sales, support, marketing) and build solutions that meet their needs.

BENEFITS & PERKS

Through our ‘Taking Care of Our Own’ program, we provide benefits across six key pillars:

HEALTH: 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)
YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
WEALTH: 401(k) program with company match, stock reimbursement program
FAMILY: New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
OTHERS: Volunteer time off, crowdfunding match

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our mission at Ticketmaster is to connect people around the world to the live events they love. Ticketmaster is the world’s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.

Teamwork – While we celebrate individual achievements, we know have more success as a team.

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent.

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive.

EQUAL EMPLOYMENT OPPORTUNITY

We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search fi

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