Senior Client Account Manager – VIP Nation

Location: London, United Kingdom

Division: Ticketmaster UK

Line Manager: Head of Music – Client Services

Contract Terms: Permanent, 40 hours per week

THE TEAM

Ticketmaster UK, 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.

THE JOB

Specialising in, but not limited to, VIP Nation account, to effectively manage the day-to-day tasks of a team of Client Account Manager(s) (CAM(s)) whilst providing a pro-active, customer and business focused Account Management solution for VIP Nation at a senior level in conjunction with the Head of Music – Client Services.

The overall aim of this role is to achieve the operational, financial, and business objectives of the Company.

WHAT YOU WILL BE DOING

• To manage VIP Nation events sold via Ticketmaster, at a senior level.
• To satisfy, and develop existing VIP Nation events, in terms of revenue generation and account profitability in conjunction with the Head of Music – Client Services (HOM).
• To be fully conversant with all contractual obligations between VIP Nation, TM system venues and TMUK whilst ensuring that such obligations are met in a timely and accurate manner
• To regularly review and update all client information/deal sheets in conjunction with the HOM to include contractual information and service charges/fees applied therein
• To effectively monitor and control available ticket inventory with a view to maximising its retail potential
• To line-manage, lead, coach, motivate and develop a team of Client Account Manager(s) whilst aligning individual objectives to those of the business as directed by the Client Services Director
• To develop and maintain effective teamwork within the department across genres, and between the various departments and premises of the Company to include, but not limited to, Client Development, Client Marketing, Event Programming and Customer Service teams
• To take ownership of, and responsibility for, each VIP Nation event on-sale to include being present in either the London, Glasgow or Manchester for the duration of the on-sale period.
• To take ownership of, and responsibility for, all cancelled/amended VIP Nation events in conjunction with the Client Services and Customer Services managers to include, but not limited to, identification of all affected customers and agreed communication procedures
• Efficiencies: to work with colleagues and clients to continuously improve processes, eliminate waste, maximise cost-savings, and strive for cost-effectiveness in everything we do
• To manage, process and respond to all in-bound client related communications in an efficient and courteous manner whilst adhering to any agreed service level agreements (internal/external)
• To identify, record and report against all outstanding service-related issues on a monthly basis
• To plan, manage and attend some event day box offices (venue based and ‘green field’ sites) in conjunction with the HOM
• To undertake regular inter-office and client/venue site visits.
• To explore new technology or emerging products developed by TMUK and to apply such within the client base

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Ticketmaster systems experience essential
• A proven understanding and knowledge of the ticketing entertainment industry
• Excellent time management skills
• I.T. literate – Windows Office Suite (Word, Excel, and Outlook)

YOU (BEHAVIOURAL SKILLS)  

• A pro-active nature to include a flexible approach to hours of work and location of duties
• A highly motivated and conscientious individual
• Excellent communication, inter-personal and customer care skills
• Ability to use self-initiative as well as work within a team
• Excellent time management skills
• A calm, patient, and professional manner
• Open to learn new skills and systems
• Confident communicator across different hierarchies
• Ability to adapt to different work pace and embrace the evolving live industry trends
• Confident in dealing with the general public face to face
• Good organisational skills, with a high level of attention to detail

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 home life. 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.