Reporting Coordinator, Fan Experience

Company: Ticketmaster International Ltd

Department: Fan Experience

Location: Manchester, England (Hybrid Role)

Reports to: VP, Contact Centre Operations

Working hours: 40 hours per week.

THE TEAM

At Ticketmaster fans come first. We care passionately about our fan’s interaction with us and the service we provide. We are a global team, spanning 32 countries, supporting multiple languages with over 1200 employees. As the world’s leading ticketing company, we are committed to setting the standard for a great fan experience. We support and guide fans by delivering exceptional service because live only happens once.  Ticketmaster continues to lead as an innovator in the global live entertainment industry maintaining the highest levels of service for our clients and fans.

THE JOB

The purpose of the role is to drive the high-quality development of data, reporting & insights that underpin the growth and success of Fan Experience as well as input into business projects and strategy.

You will be responsible for reporting and presentation of Fan Experience data and performance across the entire Global Fan Experience estate. In order to ensure accurate, effective and timely provision of this data in line with an agreed reporting schedule, you will create and maintain reporting dashboards.

As well as your direct line manager, you will assist the EVP, Fan Experience (FX) and the FX team to supply data and make recommendations that improve the Fan Experience.

WHAT YOU WILL BE DOING

• Be responsible for scheduled weekly, bi-weekly, monthly and annual reporting, providing accurate and effectively presented data on time.
• Ensure any data that is not centralised and therefore must be captured from within markets is accurate and received in a timely manner.
• Deliver reporting functionality to help combine data from multiple, disparate sources across the business to give a clear view across all markets.
• Use reports and other data to create clear and concise presentations, displaying research findings to be consumed at varying levels within the business, including Senior Management and Execs.
• Build and admininster a dashboard of key Fan Experience data and metrics to ensure members of the FX team and wider stakeholders can access information in an easy to use way.
• Provide actionable insights as well as recommendations for change by extracting, interrogating and analysing data to put forward business cases for change and support business decision making.
• Build and maintain effective working relationships with key stakeholders across all our Global market teams and Fan Experience units.
• Provide quantifiable data and recommendations on customer experience matters to support and influence organisational strategy, decisions and initiatives.
• Conduct hands on modelling/advanced analytics retrieving, compiling, and analysing large volumes of data from disparate sources.
• Undertake research and use a range of data sources to help bring the fan journeys to life, with a view to create opportunities that encourage adoption and engagement into the Fan Experience strategy across the wider business.
• Drive alignment across stakeholders, tracking and reporting against a set of global business performance data.
• Co-ordination with the Fan Experience team to understand the business demand and support functional initiatives to drive actions as a result of the business insights
• Effectively communicate the underlying story of your analytics, helping to  see your recommendations through to execution.
• Contribute to strategic planning, helping design and implement plans to improve the Fan Experience.
• Provide quantifiable data and recommendations on customer experience matters to support and influence organisational strategy, decisions and initiatives.
• Continually review and benchmark against our competitors, the service industry

WHAT YOU NEED

• Experience in  demonstrating oustanding analytical skills in a contact centre environment
• Outstanding communication skills verbal, and written providing compelling stories from analytical research
• High attention to detail, and proven ability to manage multiple competing priorities simultaneously
• Assertive yet professional demeanour, persistence and willing to lead the way, comfortable and confident in challenging and questioning the norm.
• Extraordinary team player and ability to thrive in a fast paced, high growth, entrepreneurial environment where quality, innovation, speed of decision making and execution are critical to organizational success
• Passion for the customer and constantly curious.
• Experience of business modelling and customer journey mapping, or process mapping.
• Numerate and logical; adept at performing basic statistical analysis.
• Excellent knowledge of using Microsoft PowerPoint & Excel and creating professional presentations.

DESIRED

• Experience of working with centralised reporting platforms (e.g. DOMO, Tableau)
• Experience using Zendesk
• Experience of modelling scenarios to solve complex problems

YOU (BEHAVIOURAL REQUIREMENTS)

• Strong communication skills with ability to translate complex ideas into easily understood insights.
• Can-do attitude and the determination to achieve results.
• A focus on meeting company set KPIs.
• Motivated by targets and tight deadlines – shows a sense of urgency.
• Analytical mindset but always mindful of the commercial applications of the data.
• Enjoys working at pace in a fast moving and constantly changing environment.
• Good attention to detail and takes responsibility for the accuracy of their work.
• Ability to connect ideas and do things differently.
• Productive team member, collaborating with all teams and at all levels of the organization

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.