Director of Customer Engagement

Director of Customer Engagement

TicketsNow is the world’s largest independent online secondary retailer of premium event tickets and a wholly-owned subsidiary of TicketMaster.We feature the most comprehensive online inventory of premium seating to sports, concert, and theater events in the global marketplace.  We’re passionate about creating memorable event experiences for all our customers and career building opportunities for our team.

At TicketsNow, we value results.  We are looking for top talent with drive and insight, professional curiosity, innovation, creativity and the ability to execute efficiently. 

We are currently seeking a Director of Customer Engagement to report directly to the General Manager of the Retail business. This is a new role that will have responsibility for developing and implementing the optimal user experience and merchandising strategies to drive engagement and monetization of visitors to the Ticketsnow.com website. This is an exceptional opportunity to contribute to the success of a world-class consumer driven online organization. The top candidate will possess a proven track record including significant contributions to best in class online marketplaces in either a user experience management or direct response marketing role and be a strategic thinker with strong business acumen. This position is located at our Chicago area headquarters in Rolling Meadows, IL.

 

Key Responsibilities:Execute and own engagement strategies/tactics to increase the engagement, satisfaction and profitability of site visitorsCreate and develop engaging user experiences informed by the brand personae developed by Marketing from our target consumer segmentsLead and manage the user experience team to create and deliver the optimal, branded online experience for ticketsnow.com Integrate efforts with CRM team to develop personalized experiences that increase customer engagementExecute and own merchandising strategies to optimize conversion by ensuring the optimal mix of ticket inventory by category by customer segmentWork closely with marketing team to identify, plan and execute promotions to drive quality traffic and conversionEnsure engagement programs have established metrics (such as page views per session, repeat visitation, etc.), are appropriately tracked, and deliver against pre-agreed objectives (financial, behavior, etc.) Recommend changes in response to test results, key trends, and market shiftsMonitor and investigate customer feedback, then translate that feedback into actionable improvements

 

Requirements and Qualifications:5+ years of online ecommerce experience with responsibility for user experience, product and/or engagementCategory or merchandising management experience a plusStrong understanding of the web development lifecycle and online usabilityBachelor’s Degree required and MBA preferredStrong strategic, analytical, problem solving and project management abilitiesSolution and team oriented while demonstrating the ability to work independently and adapt to changes in a rapid development environmentConfident and effective presenter to a variety of audiences including the ability to communicate complex business ideas effectively Must possess a passion for the customer and breakthrough opportunities and results

 

TicketsNow is an equal opportunity employer that encourages and fosters diversity in the workplace.  We offer an excellent compensation and benefits package and a career building experience in a fast paced organization and industry.

 

Please visit our website at www.ticketsnow.com for more information about us.


To apply, please send a cover letter, resume, and salary requirements to hr-customerengagement-it@ticketsnow.com or to the mailing address below. Applications that do not include salary requirements will not be considered. Please include "Director Customer Engagement" in the subject line of your email. 

 

TicketsNow

3800 Golf Road Suite 125

Rolling Meadows, IL  60008

Attn: Human Resources