Who We Are:

Vivid Seats is the fastest-growing online marketplace for sports and concert tickets.  We were recently listed as one of the city's fastest growing internet companies by Crain's Chicago Business and named one of the city's top digital employers by BuiltInChicago.org!  We offer the perks, culture, and opportunity of an entrepreneurial start-up, supported by the scale, stability, and resources of over a decade of profitable growth.  Our mission is to help fans attend all their favorite live events with the highest satisfaction and savings in the industry.

Job Description:

The Manager of Web Analytics & Customer Insights is a new senior leadership role in the company, with the over-arching responsibility to generate data-driven insights that will lead to greater revenue and profitability. This role has a broad, expansive scope including examination of the industry, company, competitors, and customer base. The expectations and day-to-day execution of this role is end-to-end, spanning opportunity identification through to hands-on execution and analysis. 

There are five critical sub-components of this role, including: (1) web analytics platform management, (2) experiment design and execution, (3) customer and visitor research, (4) reporting, and (5) team management. This role reports directly to the EVP responsible for CRM and business analysis; however for many technical responsibilities and coordination, the role will take direction from the co-founder. As this is a senior leadership role within the company, it must also provide analytical leadership and support not only to direct reports, but also for fellow department leaders and cross-functional initiatives company-wide.

Specific responsibilities include:
Web analytics platform management

• Implement and maintain Site Catalyst, Google Analytics, and Maxymiser packages to provide accurate and robust information on all aspects of the visitor/customer experience. Responsibility specifically includes designing and implementing tagging structure and implementation, and keeping all implementations current with latest features and options.
• Create standardized reports for general staff use based on implementation.

Experiment design and execution

• Assist and lead in the design and implementation of site experiments, using all available analytics packages.
• Ensure experiments are designed to generate valuable and conclusive results with minimum required duration.
• Perform and supervise ad hoc analysis of experiments, including in depth reports on conclusions and any limitations of interpretation.
• Contribute to, and manage full pipeline of desired experiments in coordination with product management and overall company leadership.

Customer and visitor research

• Develop quantifiable insights on user experience when interacting with the site, including funnel analysis, conversion rates, and click rates across multiple levels of aggregation and/or segment slices.
• Use analytics platforms in conjunction with surveys and other external tools and data sources to generate insights on existing and potential customers, both about interactions with Vivid Seats and with competitors.
• Develop industry perspectives on customers, including customer segmentation analyses, purchase drivers, demo/psycho-graphics, and other attitudinal or behavioral attributes.
• Combine operational data with website and industry information for comprehensive analyses on profitability and/or optimization opportunities.

Reporting

• Ensure accurate and error-free reporting on daily, weekly, monthly, and/or annual frequencies for all website related metrics (initially) as well as broader business operating metrics.
• Utilize automation when possible and/or train and educate staff on self-serve reporting capabilities.

Team management

• Assist in identifying, recruiting, training, and developing junior staff in direct reporting relationships.
• Assist and mentor additional quantitatively oriented staff in other departments regarding analytics needs.

Expectations / Metrics for Success:

• Identify opportunities to increase sales and revenue.
• Improve performance of the website and overall user experience:
• Conversion Rate
• Bounce Rate
• Time on site/engagement
• Loyalty
• Develop high quality insights:
• Identification of new insights on user base, including attitudes on industry, company, and competitors
• Thoughtfulness of tests, strategies, and initiatives to improve performance
• Build a high performing team and foster a culture that embraces robust data-driven decision-making.

What We Offer:

Vivid Seats offers competitive compensation levels, substantial individual and team-based bonus opportunities, aggressive promotion timelines, and a variety of workplace perks.  Specifically, staff has access to discounted event tickets, frequent in-office catered meals, monthly happy hours, team outings, discounted gym memberships, subsidized healthy meal and snack programs, and summer sports leagues.  Standard benefits are also offered such as medical/dental/vision/life insurance, 401(k), paid time off, and transit plan discounts.

Vivid Seats is an equal opportunity employer.  Vivid Seats prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetic information.