Head of Events, Attractions & Sports – Client Services

Location: United Kingdom

Division: Ticketmaster UK

Line Manager:  Client Services Director

Contract Terms: Permanent

THE TEAM

The Client Account Management Team is responsible for the day-to-day management of our client relationships.

THE JOB

Reporting to the Client Services Director, the Head of Events, Attractions & Sports – Client Services  will be responsible for the management of all aspects of Ticketmaster’s client relationships whilst working closely with Directorial and Regional stakeholders in the development, and execution, of current and future business strategies.

To achieve the operational, financial, and business objectives of the Company as defined within the Company’s Mission Statement or, as directed by the  Client Services Director

Ticketmaster, part of Live Nation Entertainment is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce, and artist management. Live Nation Entertainment seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.

WHAT YOU WILL BE DOING

• Lead the Events, Attractions & Sports Client Account Management Team
• Satisfy, retain, and develop existing client relationships in terms of revenue generation and account profitability
• To effectively monitor, and control available ticket inventory with a view to maximising its retail potential
• Ensure the Client Account Management team are aware of all client contractual obligations and are equipped to deliver against them
• Provide day-to-day senior management, coaching, guidance, and support for the Events, Attractions & Sports Client Account Management teams.
• To identify training and development needs and provide selected in-house training or support to ensure a consistent and pro-active Client Account Management function
• Oversee recruitment and onboarding processes for the Events, Attractions & Sports Client Account Management teams.
• Make business/process, and event set-up recommendations based on data analysis and insights of Events, Attractions & Sports client requirements.
• Maintain a working knowledge of the ticketing industry including challenges and opportunities in the sector.
• To offer a high level of operational focus, co-operation, communication and understanding between the various departments and premises of the Company to include, but not limited to, Client Development, Client Marketing, Event Programming, Event Operations, Fulfilment,  and Contact Centre teams whilst continuously seeking ways in which to improve personal, team and business performance
• To meet regularly with Clients in order to identify, develop and pursue new business opportunities
• Monitor and maintain service levels to all Ticketmaster clients in conjunction with the Client Account Management Team.
• Prioritise and drive initiatives based on corporate and organisational objectives.
• Ensure regular, structured Client Account Management team meetings are held, setting clear actions, goals, and targets for the team.
• To provide senior level oversight and guidance for CAMs on event day box offices (venue based and ‘green field’ sites)
• To promote, and offer, the highest level of customer service standards at all times to both internal and external customers
• To recognise, embrace and promote the operational requirements of the Client Services Team through a flexible approach towards hours of work and location of duties
• To continuously seek ways in which to improve personal, team and business performance
• To represent the Company, as required, at functions, events, and PR visits whilst ensuring that all business-related topics and agendas are communicated to relevant managers and Directors

TECHNICAL REQUIREMENTS

• Ticketmaster systems experience essential
• Proven extensive commercial experience of the Ticketing Industry
• Demonstrable leadership skills
• I.T. literate – Windows Office Suite (Word, Excel and Outlook)

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes determine how the role will be carried out and are required to be a success:

• Demonstrated leadership ability
• A highly motivated and conscientious individual
• Excellent communication (written and verbal), inter-personal and customer care skills
• A pro-active nature to include a flexible approach to hours of work and location of duties
• Ability to use self-initiative as well as work within a team
• Excellent time management skills
• A calm, patient, and professional manner
• Confident in dealing with the general public face to face
• Good organisational skills, with a high level of attention to detail
• A positive and flexible approach to teamwork
• The ability to effectively manage conflicting deadlines for multiple tasks

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you

Our work is guided by our values:

Reliability – We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen

Teamwork – We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity – We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging – We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife.

As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.