The Role

Every customer who buys a ticket represents a relationship we can either deepen or let go cold. This role owns that relationship end-to-end across our owned surfaces email, push, SMS, in-app with a single mandate: increase LTV per install. That means evolving CRM from broad, segment-level messaging into something built around who each person actually is their teams, their price sensitivity, their purchase rhythm so that personalization isn't a feature of the program, it's the operating model.

Beyond the core lifecycle, this person will identify and pressure-test the next layer of value we could be creating for customers building real business cases (starting with loyalty and referral as first examples) rather than assuming resources up front, and partnering with Product to design a genuinely shared customer experience rather than a marketing layer bolted onto a product surface.

What You'll Own

• LTV per install as the core metric full ownership of the number, with the mandate to keep pushing it upward year over year, not just maintain it. This is a growth target, not a maintenance target.
• Deepen CRM through personalization move beyond broadcast/segment-based lifecycle messaging toward a truly 1:1 model: dynamic content, send-time and channel optimization, and offers/messaging that reflect individual behavior (favorite teams, price sensitivity, purchase cadence, event type). Personalization should be the mechanism by which lifecycle marketing gets meaningfully better, not a separate initiative.
• Own and coach the lifecycle team across the full customer journey from first purchase through ongoing frequency while raising the bar on how sophisticated that execution can be.
• Build the business case for new value mechanics identify where a new lever (referral, incenvites or others you uncover) would meaningfully move LTV, build a testable MVP, and make the resourcing case with data rather than assumption. Loyalty and referral are the first two candidates, not the only two.
• Partner with Product to build a shared customer experience not marketing asks, product builds, but genuine co-ownership of what the personalized customer experience looks like across CRM-owned and product-owned surfaces. This person should be able to walk into a product roadmap conversation as a peer with a point of view on the experience, not just a stakeholder with a request.
• Partner with Data Science on audience infrastructure define and evolve the segmentation and targeting models that make personalization possible, working with existing DS/data resources rather than building a parallel team.

What We're Looking For

• 10-14 years in lifecycle, CRM, or retention marketing, with meaningful time at a consumer marketplace or app-first business not exclusively ecommerce
• Experience across both app and web customer experiences
• A demonstrated point of view on personalization as a growth lever not just we send personalized emails but real experience building segmentation/targeting logic that changed outcomes
• A track record of building something from 0-to-1 a new mechanic, program, or workstream and making a data-backed case for resourcing it, rather than only running an established playbook
• Player-coach experience hands-on with a small team day-to-day, not a pure strategy-and-delegate operator
• Real experience influencing a product roadmap without direct authority over it this role needs to shape decisions, not just request them
• Comfortable partnering with data science teams on segmentation/audience work
• Hands-on familiarity with lifecycle/personalization platforms (Braze or similar)
• Fluent using AI tools to expand what a lean team can cover this team will scale scope, not headcount

Nice to Have

• Exposure to incentives design, incrementality, and economics
• Experience in ticketing, live events, travel, or another seasonal/high-consideration marketplace

The Role

Every customer who buys a ticket represents a relationship we can either deepen or let go cold. This role owns that relationship end-to-end across our owned surfaces email, push, SMS, in-app with a single mandate: increase LTV per install. That means evolving CRM from broad, segment-level messaging into something built around who each person actually is their teams, their price sensitivity, their purchase rhythm so that personalization isn't a feature of the program, it's the operating model.

Beyond the core lifecycle, this person will identify and pressure-test the next layer of value we could be creating for customers building real business cases (starting with loyalty and referral as first examples) rather than assuming resources up front, and partnering with Product to design a genuinely shared customer experience rather than a marketing layer bolted onto a product surface.

What You'll Own

• LTV per install as the core metric full ownership of the number, with the mandate to keep pushing it upward year over year, not just maintain it. This is a growth target, not a maintenance target.
• Deepen CRM through personalization move beyond broadcast/segment-based lifecycle messaging toward a truly 1:1 model: dynamic content, send-time and channel optimization, and offers/messaging that reflect individual behavior (favorite teams, price sensitivity, purchase cadence, event type). Personalization should be the mechanism by which lifecycle marketing gets meaningfully better, not a separate initiative.
• Own and coach the lifecycle team across the full customer journey from first purchase through ongoing frequency while raising the bar on how sophisticated that execution can be.
• Build the business case for new value mechanics identify where a new lever (referral, incenvites or others you uncover) would meaningfully move LTV, build a testable MVP, and make the resourcing case with data rather than assumption. Loyalty and referral are the first two candidates, not the only two.
• Partner with Product to build a shared customer experience not marketing asks, product builds, but genuine co-ownership of what the personalized customer experience looks like across CRM-owned and product-owned surfaces. This person should be able to walk into a product roadmap conversation as a peer with a point of view on the experience, not just a stakeholder with a request.
• Partner with Data Science on audience infrastructure define and evolve the segmentation and targeting models that make personalization possible, working with existing DS/data resources rather than building a parallel team.

What We're Looking For

• 10-14 years in lifecycle, CRM, or retention marketing, with meaningful time at a consumer marketplace or app-first business not exclusively ecommerce
• Experience across both app and web customer experiences
• A demonstrated point of view on personalization as a growth lever not just we send personalized emails but real experience building segmentation/targeting logic that changed outcomes
• A track record of building something from 0-to-1 a new mechanic, program, or workstream and making a data-backed case for resourcing it, rather than only running an established playbook
• Player-coach experience hands-on with a small team day-to-day, not a pure strategy-and-delegate operator
• Real experience influencing a product roadmap without direct authority over it this role needs to shape decisions, not just request them
• Comfortable partnering with data science teams on segmentation/audience work
• Hands-on familiarity with lifecycle/personalization platforms (Braze or similar)
• Fluent using AI tools to expand what a lean team can cover this team will scale scope, not headcount

Why Gametime

This is a rare opportunity to lead a function that fuels the next stage of growth at a fan-first brand. You will be handing the keys to a sophisticated machine learning engine, moving away from manual operations to full automation. At Gametime, your work will shape how millions experience live events, and youll lead a team that moves fast, dreams big, and creates with purpose.