Vice President, Global B2B CRM - Ticketmaster Entertainment : Job Details

Job Summary:JOB DESCRIPTION - VP Global B2B CRM Location: North America Division: Global Support & Operations Contract Terms: Full time - Permanent, 40 hours per week supporting a global business in international time zone; potential for up to 20% domestic/international travelJob Level: M6 THE TEAM Global Client Support & Operations Organization has the mission to build a global CRM center of excellence where all processes, tools & best practices are applied to all regions across the globe to achieve the highest levels of employee, fan & client satisfaction. One of the main tools leveraged by multiple teams is our CRM (powered by Salesforce) and Strategy & Analytics team oversees the development of our CRM is 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. This also includes development and maintenance of adjacent tooling that integrate into Salesforce such as Support Community. Our B2B CRM powers all our internal business and operations processes from managing client support cases to business opportunity and client engagement. The platform also builds the required insight to develop strategies to innovate and deliver high-value and cost-effective service. THE JOB This role involves developing a shared CRM vision, strategy, and roadmap, ensuring alignment across all CRM stakeholders at Ticketmaster. The successful candidate will lead of team of CRM specialists and work regularly with key CRM business and technical stakeholders and gather, manage, and prioritize CRM requirements. Using data and process flows, identify workflow and automation opportunities to enhance the end users experience and improve efficiency. They will also work closely with technical teams in scoping and prioritizing CRM projects and enhancements. The Head of CRM will also develop annual and 3 year strategic roadmap based on Sales, Marketing, and Support & Operations CRM priorities. WHAT YOU WILL BE DOING

• Define CRM vision, strategy and roadmap across all business and operational stakeholders
• Develop a Global CRM functional solution that will promote consistency in practice but also flexible to adapt to key local particularities or business needs
• Lead a CRM team who collaborates with subject matter expert stakeholders to build requirements based on priority and business impact, and using a data-driven approach
• CRM team will manage the tactical initiatives / projects raised by stakeholders to help reduce process times, increase quality and improve robustness of our operational database
• Review and analyze usage to ensure that the initiatives are being utilized correctly and consistently across end users, and deploy strategies to improve consistency and data hygiene
• Optimize our operational flow systems: ensure that CRM systems are operating efficiently and directly leading to employee and client satisfaction, and driving lower cost to serve
• Develop how to and best practice materials for end users and partner with Education & Training team
• Build an internal change champion / SME groups across the various stakeholders to keep users informed, engaged, and provide feedback on latest developments
• Build and maintain relationships across lines of business and key user stakeholders
• Coordinate quarterly planning sessions across key LOB stakeholders and Tech / Dev teams
• Stay up to date on Salesforce features and hold discovery calls with vendor to understand how features can help solve business requirements
• Manage a centralized communication plan to end users

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Bachelor's degree in Business Administration, Marketing, or a related field
• 10+ years of experience and working knowledge of CRM software and tooling, Salesforce preferred
• Knowledge of technical aspects of CRM tools, working with DB, Dashboards, Workflows, Automations, etc
• Proven leadership experience and leading a high performing or cross functional team
• Ability to define vision, strategy, and roadmap across multiple stakeholders
• Experience in developing prioritization matrix and ROI metrics for roadmap prioritization
• Excellent oral and communication skills
• Strong presentation skills with the ability to convey vision, strategy, and concepts easily
• Exceptional attention to detail, with the ability to guide the team to understand the impact of downstream implications to other teams
• Strong research and analytical skills
• Advanced Salesforce Certifications in Service and Sales Cloud

YOU (BEHAVIOURAL SKILLS)

• Ability to build positive relationships and bring CRM users towards a unified vision and common goal
• Strong interpersonal and collaboration skills and be approachable, relatable, and inspire trust in others, within a global diverse framework
• Ability to make high quality decisions in a timely manner, considering both the immediate and long term consequences of decisions
• Lean Mentality - continuously looking to reduce waste in process and driving an uplifting service culture across the team
• Innovative and flexible approach - thrive to find solutions outside the box and balance quick/workaround options with permanent solutions
• Highly analytical, with the ability to summarize great amount of information to drive precise conclusions, and with experience defining operations performance and success metrics and KPIs
• Clearly conveys goals and expectations to CRM stakeholders and to technical teams
• Guides the team to weigh impacts to solutions especially when faced with competing demands, shifting priorities, or rapid change
• Passion for live entertainment and digital media consumer products and services

LIFE AT TICKETMASTER We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. 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 - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen. Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by 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 OPPORTUNITIES We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. 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. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. The expected compensation for this position is:$128,000.00 USD - $160,000.00 USD** Pay is based on a number of factors including market location, qualifications, skills, and experience.