CRM Analyst

Marketing Chicago, Illinois


Description

Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In Chicago’s top 10 places to work in 2021, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

The Opportunity:   

Our team is seeking a CRM Analyst to help Vivid Seats as we transcend our role of seamless/transactional ticket provider to becoming more engaging, more personalized and driving value that keeps our customers coming back again & again. Driving repeat rate & LTV is a top company initiative, and this role will be high visibility—partnering with your operational colleagues in CRM & business analytics to realize this vision.  

The Analyst will assist across products (Vivid Seats at DFS) and focus on customer lifetime value and segmentation analysis, retention modeling, audience selection, campaign analysis and providing recommendations on upcoming testing iterations. She/he/they will also build and maintain dashboards/reports to measure CRM channel performance on an ongoing basis, as well as responding to ad hoc data requests. 

How your role contributes to the success of Vivid Seats: 

  • Creates reports including key performance metrics 
  • Utilizes the CRM and other internal teams to intake, assess, and complete analysis to support technology development drive usage of the CRM platform 
  • Serves as a primary point of contact for CRM questions and assists users with various production support issues 
  • Work with the team to expose underserviced customer segments 

How your role expectations will progress as a CRM Analyst in the first 30, 90, and 180 days: 

30 days in 

  • Complete new hire orientation, gaining the resources you need to be successful 
  • Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers 
  • Acclimate to team and company norms, business objectives, and Vivid Seats values 
  • Get familiar with existing CRM tools and data warehouse tables 

90 days in 

  • Enhance our approaches, methods, or technologies to mitigate risks and improve efficiencies 
  • Build, maintain, and leverage internal and external relationships to achieve progress and advance objectives 
  • Identify actionable customer segments that influence customer LTV and drive key business objectives 
  • Work with the team to identify and implement targeted campaigns in our CRM platform and measure the results 
  • Build out models (ex. RFM) to continue to understand our customer base & validate external models 

180 days in  

  • Design and implement process improvements that positively impacts the team  
  • Mentor others, playing an active role in elevating the skill sets of those you work with 
  • Identify and implement deeper personalization within existing campaigns that align with broader team goals and KPI’s. 

What You’ll Bring: 

  • Bachelor’s degree in a quantitative field (computer science, machine learning, operational research, statistics, mathematics, etc.) 
  • 3-5+ years of industry experience in marketing or CRM analytics preferred—experience with common CRM concepts & models (RFM, churn, BTYD, BG/NBD, machine learning etc.) 
  • Expert skills in Excel, SQL, and data reporting/visualization tools (Tableau, Looker) 
  • Experience with enterprise CDPs and data warehouses 
  • Exposure to Python is a plus 
  • Naturally curious; seeks out answers by diving deep into the data 
  • An excellent communicator who loves to share findings and actionable insights 
  • Highly motivated self-starter 
  • Flexible, adaptable, and able to work in an entrepreneurial environment 

Our Commitment: 

We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.  

Vivid Seats provides competitive compensation; bonus incentives; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; remote work and snack allowances; and a variety of additional workplace perks. 

#LI-EH1