About the Role
We are seeking a talented Senior Content Manager, Customer Comms to join StubHub’s Global Communications team and work across customer success, marketing, partnerships, and product. In this role, you will be responsible for designing, managing, and planning the global content strategy across a vast catalogue of customer-facing content across all parts of our business – PR, customer service, marketing, partnerships and product. This role will also work cross-functionally to develop strategic and relevant content for a range of consumer communication channels with staff copywriters. The role of the senior content manager will be to create a systematic approach to developing and ensuring consistency across all customer-facing communications for our brand.
This position is well suited to a strategic and articulate individual with an editorial, content marketing or customer content background, who is able to function in a fast-paced organization. We’re looking for someone who sees business challenges as comms opportunities and can think about the strategic needs of all our customers and the opportunities afforded to us by each of our communication channels and assets. The right candidate will be detail-oriented and well organized, able to rigorously prioritize and have a strong understanding of the mechanics of the written word, including a mastery of proper grammar, spelling and punctuation. Experience working in customer service or entertainment/music, sports, live events and e-commerce industries is a plus.
About the Team
The Global Communications team is responsible for how we communicate about the company to key stakeholders, including employees, media, customers, general consumers, partners and policymakers. Our job is to craft the right narratives that support StubHub’s mission to become the go-to destination for access to any live event anywhere in the world and ensure consistency and accuracy of that messaging across all customer-facing communication materials and channels. We work cross-functionally with every facet of the business to help build our reputation, raise brand awareness and affinity for StubHub and our international counterpart viagogo, as well as create and foster how we communicate with our employees worldwide.
What You’ll Do (Responsibilities)
• Develop a structured content library to aggregate content across dozens of channels and resources
• Build a sustainable and systematic approach to content management that allows for efficient updates to content across multiple channels and assets
• Recommend strategic messaging or approaches to drive customer behaviors across channels
• Recognize and drive adherence to on-brand voice, tone and language across channels to create consistency across all customer-facing communications, which includes ensuring the accuracy of content (localization, spelling, grammar, etc.)
• Utilize a CMS and data analytics to distribute content and inform the success of content
• Respond to ad hoc content requests in a timely fashion and rigorously prioritize business needs to meet deadlines and business goals
Who You Are (Qualifications)
• 6-10 years of relevant working experience in editorial content planning or management (in brand, comms or customer service preferred)
• Demonstrated strategic content management skills, including conceiving, developing, and leading the implementation of editorial guidelines/self-serve content development system
• Have worked with a CMS to manage content distribution and utilize a data-driven, test-and-learn approach to guide the strategic recommendation of content plans and copy
• Strong writing and editing skills, including meticulous attention to proper grammar, spelling, and punctuation
• Have designed content plans to meet a range of audience needs and are able to use language to drive desired customer outcomes
• Experience working cross-functionally across a matrixed organization and leading a team to support varying business needs
• Ability to support crisis communications by responding to customer needs in a timely and measured way
• Sports, e-commerce and/or music/entertainment experience a plus
• Excellent knowledge of digital best practices, the culture and language of the web, Google analytics and WordPress, including SEO
What We Offer
• An environment where you can quickly grow your skills and knowledge, and have the autonomy to make decisions regarding experiments and tests on a massive scale
• Competitive compensation package, including stock incentives
• Generous PTO, 401k, and Health, Vision, and Dental Insurance
• Free weekly lunches, a variety of in-office snacks and beverages, and team events
The anticipated gross annual base salary range for this role is $100,000-$150,000per year. Actual compensation will vary depending on factors such as a candidate’s qualifications, skills, experience, and competencies. Base annual salary is one component of StubHub’s total compensation and competitive benefits package, which also includes equity, 401(k), paid time off, paid parental leave, and comprehensive health benefits.
About Us
StubHub is the world’s leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform to events around the world — from sports to music, comedy to dance, festivals to theater — StubHub offers the safest, most convenient way to buy or sell tickets to the most memorable live experiences. Come join our team for a front-row seat to the action.
We are an equal opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.