Senior Manager, Guest Communications

Who We Are:

On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.

What You'll Do:

On Location is seeking a dynamic and experienced Senior Manager, Guest Communications to join our team. In this role, you will be responsible for developing and executing strategies to enhance and optimize the guest communications journey with a strong focus on email communications. You will work across departments to create streamlined processes that lead to efficient workflows across On Location’s diverse portfolio of sports, music, and lifestyle events. We are looking for someone who is extremely detail-oriented and adept at handling large volumes of information while managing multiple priorities. You should be a natural leader, passionate about creating memorable experiences in the live entertainment space and have a deep understanding of the technical and strategic aspects of email marketing.

Key Responsibilities:

• Lead the development and execution of a comprehensive email communication strategy that enhances guest engagement, loyalty, and retention. Ensure email campaigns align with the broader lifecycle marketing strategy.
• Collaborate with cross-functional teams to build a guest communications process that ensures accurate and timely operational messaging with organized internal workflows.
• Partner with the brand and lifecycle marketing teams to develop and optimize email templates, ensuring they follow email marketing best practices, including deliverability, subject line strategies, segmentation, and responsive design.
• Responsible for content gathering processes that result in clear, accurate and concise messaging across multiple product types.
• Create and manage an email content calendar for guest communications, ensuring timely and relevant messaging.
• Establish and maintain the survey process for gathering guest feedback and insights to inform marketing strategies and improve the overall guest experience.
• Stay informed of industry trends and best practices in guest communications and lifecycle marketing and incorporate innovative ideas into strategies.
• Work with tech teams to create and finesse automations so they are nimble and flexible.
• Mentor and lead a team of marketing and guest communication professionals, providing guidance on email best practices, ESPs, and cross-functional project management.

You Have These:

• Bachelor’s degree in marketing, communications, sport management, or a related field.
• 5+ years of experience in guest communications, lifecycle marketing or a related role, with a strong focus on email marketing.
• Strong understanding of customer lifecycle principles and best practices including design, build, and legal compliance.
• Proven track record of developing and executing successful guest communication campaigns that are intentional in their objectives and outputs and drive retention and loyalty.
• Expertise in crafting effective automation strategies.
• Hands-on experience with email platforms and CRM systems, with expertise and keen knowledge of Salesforce Marketing Cloud preferred.
• Ability to handle large volumes of data, juggle multiple projects, and work with cross-functional teams to ensure successful campaign delivery.
• Strong understanding of email deliverability, segmentation, personalization, and A/B testing.
• Exceptional communication, copywriting, grammar, and editing skills, with the ability to follow AP style guidelines.
• Ability to manage and mentor a team in a fast-paced, high-volume environment.

Working Conditions:

Permanent Opportunity

Can be based out of the following offices:

• NY, Park Avenue South
• Raleigh (NC)
• Dallas (TX)

Mon-Fri, 40 hours per week

Per local requirements and in the interest of transparency, the range shown below reflects the prevalent current hiring range for this position. Hiring pay rates are based on a number of factors, including location and may vary depending on job-related qualifications, knowledge, skills and experience.  Endeavor strives to provide locally competitive rewards packages, which include base rate along with, as applicable, short- and long-term incentives, growth and developmental opportunities, and robust benefits, such as health care, retirement, vacation and other paid time off, and additional offerings.

Hiring Range Minimum:

$67,500 annually

Hiring Range Maximum:

$90,000 annually