Job Description

Job Summary:

Location: Stoke-on-Trent, London, or Manchester

Division: Ticketmaster Sport

Line Manager: VP, Operations

Contract Terms: Permanent, 40 hours per week

THE JOB

Ticketmaster, a part of Live Nation Entertainment, is the world\'s largest live entertainment company, comprising five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, e-commerce, and artist management. At Ticketmaster, we\'re dedicated to enhancing the live entertainment experience for artists and fans alike. We are currently seeking a proactive and customer-focused Senior Client Account Manager to join our Ticketmaster Sport department. The Senior Client Account Manager will play a pivotal role in maintaining and expanding our client relationships while upholding the highest standards of customer service and will also lead and manage a team of Client Account Managers.

WHAT YOU WILL BE DOING

Client Engagement and Relationship Building

• Develop and nurture an in-depth understanding of each client\'s business needs and identify new business opportunities through Ticketmaster technologies and operational practices.
• Foster strong client relationships by providing exceptional service and support.

Technical Expertise

• Acquire an in-depth understanding of our products and services, including their technical aspects.
• Provide clients with technical guidance and best practices to optimise the value of our offerings.

Issue Resolution and Support

• First senior resolution and escalation point for CAM and /or client.
• Troubleshoot technical issues, coordinating with internal teams to ensure efficient resolutions.
• Offer on-site support, including project go-live assistance, application and process troubleshooting, and needs analysis activities.

Account Strategy and Communication

• Collaborate with clients to create and implement tailored account strategies.
• Keep clients informed of new product features and updates.
• Handle client enquiries and effectively communicate with venues.

Line Management

• Lead and manage a team of Client Account Managers, providing guidance, coaching, and support.
• Set team goals and targets, ensuring alignment with department and company objectives.
• Conduct performance evaluations, provide feedback, and identify areas for team development.
• Foster a collaborative and productive team environment.

Reporting and Training

• Generate regular reports on client activity, including ticket sales, as directed by the VP, Operations.
• Provide training and support to clients and team members as needed.

Team Collaboration

• Liaise with relevant departments regarding client queries and sales enquiries.
• Collaborate effectively with other departments and various levels of management.

Continuous Improvement

• Continuously seek ways to improve personal, team, and business performance.
• Embrace a flexible approach to work hours and location as directed by the VP, of Operations.

Company Representation

• Represent the company at functions, events, and PR visits, ensuring all relevant business-related topics and agendas are communicated to managers and directors.

Compliance and Safety

• Comply with all company policies, including health and safety regulations.
• Maintain a clean, tidy, safe, and secure working environment.
• Minimise expenses and optimise travel and accommodation costs for client visits.

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

• Experience working in a ticket office, preferably at a major sports venue.

• Solid XR Systems experience and some Ticketmaster experience.
• Excellent communication skills.
• Flexible approach to working hours.
• Calm, patient, and professional demeanour.
• Highly motivated and conscientious with good time management skills.
• Attention to detail.
• Strong team-building skills.
• Proficiency in Microsoft Word, Excel, and Outlook; exposure to Microsoft SQL is an advantage.
• Understanding of the Ticketing/Entertainment Industry.

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes are essential for success in this role:

• Ability to identify opportunities to increase TM revenue across the client base.
• Logical thinking and analysis of application and business process requirements.
• Effective team player with excellent verbal and written communication skills.
• Collaboration with other departments and various levels of management.
• Self-driven and able to work with minimal supervision.
• Results-oriented with a sense of ownership to achieve goals.
• Strong sense of closure and self-discipline.
• Ability to recognise when it\'s appropriate to escalate issues for resolution.

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world\xe2\x80\x99s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world\xe2\x80\x99s 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\xe2\x80\x99re 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.

APPLICATION DEADLINE: 2 OCTOBER 2023

#TM
#LI-CG1

Live Nation Entertainment