Director, Lifecycle & Customer Growth

Job Description

Job Description

About Us:

Live experiences help people cross today's digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that's bringing us together. To fulfill Gametime's mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.

With platforms on iOS, Android, mobile web and desktop supporting more than 60,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.

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.

• 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.

• 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

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

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.

• 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.

• 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

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 you'll lead a team that moves fast, dreams big, and creates with purpose.

At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.

United States - Pay Range

$240,000—$270,000 USD

Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.