Senior Manager, Guest Communications

Job Description

Who We Are:
On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

Endeavor is a global sports and entertainment company, home to many of the world's most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE: TKO), a premium sports and entertainment company comprising UFC and WWE.

The Role and What You'll Do:
On Location is seeking a dynamic and experienced Senior Manager, Guest Communications to join our team. In this role, you will be responsible for developing and executing strategies to enhance and optimize the guest communications journey. You will work across departments to create streamlined processes that lead to efficient workflows and continue the lifecycle marketing approach across On Location's diverse portfolio of sports, music and lifestyle events. You are an influential leader known for your innovative approach and are passionate about creating memorable experiences in the live entertainment space.
• Develop and implement a comprehensive guest communications strategy across channels to enhance guest engagement and loyalty.
• Collaborate with cross-functional teams to build a guest communications process that ensures accurate and timely operational messaging with organized internal workflows.
• Work in partnership with brand and lifecycle marketing teams to develop and optimize template designs with email best practices in mind.
• Responsible for content gathering processes that result in clear and concise messaging across multiple product types.
• Create and manage an email content calendar for guest communications, ensuring timely and relevant messaging.
• Analyze data and performance metrics to measure the effectiveness of campaigns and make data-driven decisions to optimize engagement results.
• Establish and maintain processes for gathering guest feedback and insights to inform marketing strategies and improve the overall guest experience.
• Stay informed of industry trends and best practices in guest communications and lifecycle marketing and incorporate innovative ideas into strategies.
• Work with tech teams to create and finesse automations so they are nimble and flexible.
• Mentor and lead a team of marketing and guest communication professionals.

You Have These
• Bachelor's degree in marketing, communications, sport management, or a related field
• 7+ years of experience in guest communications, lifecycle marketing or a related role
• Strong understanding of customer lifecycle principles and best practices including design, build, and legal compliance.
• Proven track record of developing and executing successful guest communication campaigns that are intentional in their objectives and outputs and drive retention and loyalty.
• Expertise in crafting effective automation strategies.
• Experience with marketing automation platforms and CRM systems, with expertise and keen knowledge of Salesforce Marketing Cloud
• Exceptional communication and collaboration skills, with a demonstrated ability to work across departments.
• Ability to stay organized while juggling multiple projects involving cross-functional stakeholders.
• Strong copywriting, grammar and editing skills that follow AP style guidelines

Travel: Must be adaptable with work and travel schedule and be available to travel for work which may include extended work hours during nights, weekends, and holidays.

How we work:

Endeavor is at the center of sports, media, entertainment, and fashion and is a largely relationship-based business. To foster an environment of collaboration, develop our future talent, and build on relationships across leadership, peers, and teams, we work from the office 4 days per week/in a remote capacity. We see immeasurable value internally and throughout the core of the businesses we support.

Don't meet every single requirement? We are dedicated to building a diverse, inclusive, authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world's diverse voices.  

Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.

Jobcode: Reference SBJ-r0xoo6-18-225-149-32-42 in your application.