Job Description

Reporting to the Vice President, Ticketing, Business Operations & Strategy, the Manager, Ticketing, Engagement & Secondary will lead the development and execution of member and sales communication strategies, while supporting the organization's secondary ticketing marketplace across MLSE's portfolio of teams and properties.

This role is responsible for driving communication, increasing customer lifetime value, supporting fan engagement programs, and driving strategic initiatives related to ticket resale activity, market performance, and revenue optimization. The successful candidate will leverage data, insights, and fan feedback to enhance the ticketing experience while identifying opportunities to maximize revenue and strengthen MLSE's position within the secondary ticketing ecosystem. The ideal candidate combines a passion for lifecycle communications with strong analytical capabilities, commercial acumen, and a deep understanding of the evolving ticketing landscape.

RESPONSIBILITIES

Campaign Execution and Strategy

• Lead the execution of assigned campaigns across email and push channels, supporting Live, Sports, and Premium business lines.

• Manage campaign intake, briefing, copywriting, quality assurance (QA), approvals, and deployment.

• Translate requests into campaign development.

• Champion process improvements and continuously optimize communication tools and workflows across Ticketing.

• Ensure accuracy and consistency across all outputs.

• Prioritize campaigns based on the needs of the business.

• Partner with key business stakeholders to design and execute year-round lifecycle campaigns across all brands.

• Maintain workflows and tracking systems.

• Support Membership Central technology platforms and communication workflows.

• Ensure adherence to SLAs and governance.

Performance Reporting and Insights

• Analyze campaign performance and generate actionable insights. Partner with Conversions Digital to interpret reporting and identify opportunities for optimization.

• Collaborate with Business Intelligence and Ticketing Strategy teams to develop reporting frameworks, dashboards, and business cases.

• Support test-and-learn initiatives.

• Create segmented engagement strategies based on tenure, spend, behavior, and fan preferences.

• Enhance the overall member journey through personalized experiences and communications.

• Champion a fan-first culture across all member-facing interactions.

Secondary Market Strategy & Optimization

• Monitor secondary market trends, pricing activity, and resale performance across MLSE's portfolio of teams and properties.

• Support the development and execution of secondary ticketing strategies designed to maximize revenue, protect brand value, and enhance the fan purchasing experience.

• Analyze resale marketplace data and provide recommendations related to pricing, inventory allocation, and member resale programs.

• Collaborate with Ticketmaster, league partners, and internal stakeholders to identify opportunities for innovation and operational improvements within the resale ecosystem.

• Develop reporting and insights that track secondary market performance, ticket velocity, average resale values, and member participation rates.

Leadership & Team Development

• Lead, coach, and develop a team of Membership Account Executives and Coordinators.

• Establish clear performance expectations and professional development plans.

• Foster a culture of accountability, collaboration, and continuous improvement.

• Support recruitment, onboarding, training, and succession planning initiatives.

Business Operations

• Work to enhance the communication and engagement solutions for ticketing.

• Support corporate projects that have ticketing communication requirements.

• Oversee the ticketing communication budget.

• Support the development and execution of the ticketing revenue plan.

• Other duties as assigned.

Cross-Functional Collaboration

• Partner with Marketing, Fan Experience, Premium, Venue Operations, and Ticket Sales teams to deliver integrated member experiences.

• Support major membership campaigns, playoff initiatives, premium product launches, and ticketing innovations.

• Act as a key stakeholder in projects impacting membership growth, engagement, retention, and ticket marketplace performance.

• Collaborate across teams to ensure alignment between fan experience objectives and revenue optimization strategies.

QUALIFICATIONS

Required

• Bachelor's degree in Business, Sports Management, Marketing, Communications, Analytics, or a related field.

• 5+ years of experience in customer communication, ticketing, revenue management, sports/live business.

• 2+ years of leadership or people-management experience.

• Experience developing and executing customer retention and engagement initiatives.

• Strong analytical, financial, and problem-solving skills.

• Experience working with CRM, ticketing, reporting, and project management platforms (e.g., Airtable)

Preferred

• Experience with Ticketmaster Archtics, TM1, Salesforce, Dynamics, or similar systems.

• Knowledge of secondary ticketing marketplaces, ticket pricing strategies, and inventory management.

• Experience within professional sports, live entertainment, hospitality, or membership-based organizations.

• Familiarity with business intelligence and visualization tools such as Power BI or Tableau.

Please apply by: Sunday, June 28th at 11:59 pm

Job Posting Compensation Range/Rate:

$80,000 - 90,000 annual base

Bonus, vacation, competitive benefits, and many exciting perks are also included.

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