StubHub’s purpose is to connect people through
inspiring event experiences. We connect fans with their favorite teams,
shows and artists and introduce them to the ones they'll love next. As
the largest ticket marketplace in the world, we enable fans to buy and
sell tickets to tens of thousands of events, whenever they want, through
our desktop and mobile experiences, including our StubHub app for
iPhone, iPad, Apple Watch and Android. Offering a superior fan
experience at its core, StubHub reinvented the ticket resale market in
2000 and continues to lead it through innovation. Our industry firsts
include the introduction of the first ticketing application, the first
interactive seat mapping tool and the first live entertainment rewards
program, Fan Rewards™. Our business partners include more than 130
properties in MLB, NBA, NHL, MLS and NCAA, plus AEG, AXS and Spectra
Ticketing & Fan Engagement. With the acquisition of Ticketbis in
August 2016, throughout the world, StubHub provides the total end-to-end
event going experience.
StubHub is an eBay company (NASDAQ:
EBAY). For more information on StubHub, visit StubHub.com or follow
@StubHub on Twitter, Facebook and Instagram or YouTube.com/StubHub.
Our values:
StubHub One – We act as one team in pursuit of connecting people through inspiring event experiences.
At StubHub, we are:
Driven – We strive for excellence – constantly improving our game
Courageous – We are bold & not afraid to challenge the status quo
Inventive – We see what others don’t & pioneer new paths
Richly Diverse – We recognize & respect everyone as a unique individual
Brand – We experience the world through StubHub
The Opportunity:
We
are looking for a Senior Manager, Loyalty, Retention & Growth to
help drive all customer experience, retention activities and aim to
drive appropriate actions to improve the end-to-end customer experience
and achieve StubHub mission. You would also have responsibility for the
improvement of customer experience and it is comprised in three key
functions: Focus on strategy, focus on retention opportunities and
customer loyalty. This position reports to the International Customer
Experience Director.
Location: Madrid
Primary job responsibilities:
- Build and develop a high performance world-class Customer Solutions team to help scale and grow the business.
- Drive
successful solution adoption, customer value, retention and expansion
goals ultimately improving StubHub customer lifetime value.
- Develop
and deploy strategies, action plans and playbooks to improve the
customer experience, increase retention and enable account growth.
- Drive operational improvements which streamline processes, use automation and enable scale.
- Drive and measure Customer Success outcomes and effectiveness within the assigned geographical region and market segment.
- Build strong internal partnerships with cross-functional teams inside and beyond Customer Experience.
- Serve as a thought leader by keeping up to speed on the latest best practices and available tools.
- Drive and ensure Key performance metrics are met.
- Drive daily site experience management.
- Setting activity and revenue targets for members of the sales team.
- Monthly reporting on sales performance against budget and reporting on variances.
- Identifying key areas and markets for improvement and opportunities in the sales process.
- Communicating
clearly with key partners on issues impacting customer experience and
leading the execution of proactive communications and remedial actions
to mitigate against customer-impacting issues.
- Deliver regular customer retention and loyalty reporting to senior leadership.
Education, Skills & Experience:
- Proven leadership and management capabilities.
- 8+ years’ experience working at sales, commercial, management and/or consulting company.
- Demonstrated experience driving e-commerce marketing results and solid e-commerce knowledge.
- Providing
quantitative and qualitative information to business teams in order to
drive process/policy change initiatives and root-cause resolution of
customer pain-points.
- Data analysis experience using Excel with pivot tables and statistical analysis.
- Solutions oriented.
- Able to work under pressure in a fast-paced environment.
- Can make sound business decisions with a strong sense of urgency.
- Ability to work across all levels and offices within an organization with a collaborative approach.
Affirmative action and equal opportunity employer
Here
at eBay, we love creating opportunities for others by connecting people
from widely different backgrounds, perspectives, and geographies. So,
being diverse and inclusive isn’t just something we strive for, it is
who we are, and part of what we do each and every day. We want to ensure
that as an employee, you feel eBay is a place where, no matter who you
are, you feel safe, included, and that you have the opportunity to bring
your unrivaled self to work. To learn about eBay’s Diversity and
Inclusion click here:
https://www.ebayinc.com/our-company/diversity-inclusion.
StubHub
is a Subsidiary of eBay.
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eBay
Inc. is an equal opportunity employer. All qualified applicants will
receive consideration for employment without regard to race, color,
religion, national origin, sex, sexual orientation, gender identity,
veteran status, and disability, or other legally protected status. If
you are unable to submit an application because of incompatible
assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.