Manager, Digital Experience

Ticketmaster

3d • Remote

About The Position

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.

Requirements

• 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.

Nice To Haves

• Salesforce certifications (Admin, Experience Cloud, MCAE Specialist/Consultant) are a plus.

Responsibilities

• 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.

Benefits

• 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)
• Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
• 401(k) program with company match, stock reimbursement program
• New parent programs including caregiver leave, plus fertility, adoption, foster, or surrogacy support
• Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
• Volunteer time off, crowdfunding match

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees