Manager, Experience Cloud

Manager, Experience Cloud

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.

What You Will Be Doing :

• 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.

What You Need To Know (or Technical Skills) :

You (Behavioural Skills) :

Benefits & Perks :

Through our 'Taking Care of Our Own' program, we provide benefits across six key pillars :

Life At Ticketmaster :

We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company.

Our mission at Ticketmaster is to connect people around the world to the live events they love. Ticketmaster is the world's largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centers and theaters, Ticketmaster processes 550 million tickets per year across 35+ different countries.

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 : Fans and clients count on us to power their live event experiences and we rely on each other to make it happen.

Teamwork : While we celebrate individual achievements, we know have more success as 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 Employment Opportunity : We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. 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.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law.