Director, CRM & Lifecycle Marketing

About the role

You are the strategic owner of TodayTix Group's CRM and lifecycle marketing program, responsible for end-to-end ownership of email, push, and SMS strategies that guide millions of theatre and event-goers through discovery, purchase, and loyalty. You will architect and execute the messaging cadence that converts interest into action, aligning every automated journey with business objectives and audience needs. In this role, you define the vision for a Next Best Action model where automation and AI determine the optimal message, moment, and channel for each customer at scale. You will pioneer new channels and surfaces, including innovations like WhatsApp, ensuring our engagement strategy stays ahead of evolving consumer expectations. You will work closely with cross-functional partners to integrate CRM into broader marketing efforts, creating cohesive experiences that reinforce our brands and mission. You will lead the CRM team with clarity and purpose, setting priorities, removing roadblocks, and fostering a culture of curiosity and disciplined execution. Your work will directly influence retention, lifetime value, and the overall health of our customer relationship across our global audience. You will be the trusted voice for CRM within TodayTix Group, translating data and insights into actionable strategies that drive measurable impact.

Key facts

What you'll do

Lead the end-to-end strategy, execution, and optimization of CRM and lifecycle marketing programs across email, push, and SMS channels.

Architect and manage the Next Best Action model, leveraging automation and AI to deliver the right message to the right customer at the right time.

Own the full customer journey, from acquisition and onboarding to retention, re-engagement, and win-back campaigns.

Define and experiment with new channels and surfaces, such as WhatsApp, to expand reach and deepen engagement.

Collaborate with product, data, and engineering teams to integrate CRM capabilities across TodayTix Group's ecosystem of brands.

Develop and maintain audience segmentation strategies that reflect behavior, preferences, and lifecycle stage.

Establish clear metrics and reporting frameworks to measure CRM performance and demonstrate impact on revenue and engagement.

Guide the CRM team's priorities and workflows, ensuring alignment with company goals and cross-functional initiatives.

Partner with creative and content teams to develop compelling messaging and experiences that resonate with diverse audiences.

Champion a culture of testing and learning, using insights to continuously refine campaigns and automation rules.

Translate business objectives into CRM strategies, balancing growth, retention, and profitability across the customer base.

Lead scoping and prioritization for CRM initiatives, balancing innovation with execution efficiency.

Act as the central point of ownership for all CRM-related decisions, standards, and best practices across TodayTix Group.

Mentor and develop team members, fostering collaboration, curiosity, and a bias toward action.

Requirements

You must have a Bachelor's degree or equivalent practical experience in a relevant field.

You must have 8+ years of experience in CRM, lifecycle marketing, or a related discipline within consumer or digital environments.

You must have a proven track record of managing and scaling CRM programs, with demonstrated impact on customer engagement and revenue.

You must be highly proficient in marketing automation platforms and CRM tools, with hands-on experience implementing end-to-end journeys.

You must have strong expertise in email, push, and SMS channels, including deliverability, design best practices, and performance optimization.

You must be comfortable working with data, including interpreting analytics, building reports, and using insights to drive decisions.

You must have experience with audience segmentation, behavioral triggers, and personalization strategies that improve relevance and performance.

You must have excellent written and verbal communication skills, with the ability to influence stakeholders and lead cross-functional collaboration.

You must be based in the greater New York City or London area and able to work a minimum of 3 days per week in the office.

Nice to have

Experience with AI-driven marketing tools and experimentation frameworks.

Knowledge of emerging channels and customer engagement surfaces beyond email, push, and SMS.

Background in live entertainment, media, or cultural industries is preferred but not required.

Experience managing high-volume, high-growth consumer programs in fast-paced environments.

Familiarity with TodayTix Group's brands and the live events ecosystem.

Practical notes

This is a full-time role.

Qualified candidates must be based in the greater New York City or London area.

You will be expected to collaborate in the office a minimum of 3 days per week.

Flexibility is provided for employees to choose where they work for the remaining portion of the week.