Manager, Experience Cloud

Job Description

JOB DESCRIPTION – Manager, Experience Cloud
Location: Remote - Arizona, Florida, Georgia, Ohio, Texas
Division: Global Support & Operations
Line Manager: VP B2B CRM
Contract Terms: Full time with potential for up to 10% travel
THE TEAM
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:
Reliabili

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Jobcode: Reference SBJ-bx7oyy-216-73-216-183-42 in your application.