Client Account Manager

Job Description

Location: London, Stoke or Manchester, United Kingdom

Division: TicketWeb

Line Manager: Client Services Manager

Contract Terms: Permanent, 40 hours per week (some evening and weekend work required)

THE TEAM

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

THE JOB

TicketWeb is the original independent ticket shop - a site for people who live beyond the mainstream. We started back in the late 90s as a small group of friends who loved music and wanted to build a truly alternative ticket website. After launching in the US, Canada & the UK we quickly became the ticket seller of choice for independent promoters & venues on both sides of the Atlantic.

Independent live music, clubs & festivals are still at the heart of what we do, but we're also into comedy, theatre and cool pop-up events. As a Client Account Manager, you'll provide world-class client support and be responsible for maintaining excellent relationships with established and new clients, all the while promoting the highest standards of customer service.

You will also work to achieve the operational, financial and business objectives of the Company as defined within the Company's Mission Statement or, as directed by the Ticketmaster Senior Leadership Team.

Ticketmaster and TicketWeb are part of Live Nation Entertainment: the largest live entertainment company in the world, consisting of four core business areas: Concerts, Ticketing, Artist Nation and Sponsorship & Advertising. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.

WHAT YOU WILL BE DOING
• Satisfy, retain and develop existing client relationships in terms of revenue generation and account profitability.
• Effectively monitor and control available ticket inventory with a view to maximising retail potential.
• Meet regularly with clients in order to identify, develop and pursue new business opportunities.
• Monitor and maintain service levels to TicketWeb clients in conjunction with the wider Client Account Management Team.
• Work closely with the wider business to ensure adherence to all TM UK policies and procedures (eg, but not limited to event set up, box office, system usage, onsales management).
• Plan, manage and attend, as required, event day box offices (venue based and 'green field' sites).
• Ensure that all communication, internal and external, is undertaken in a timely, consistent and professional manner, with reference to the companies Tone of Voice policy.
• Take ownership of, and responsibility for, each event on-sale to include being present for the duration of the on-sale period as directed by the Client Services management.
• Ensure that all event related information is communicated accurately and in a way that ensures that the information is clearly received and easily understood by all relevant parties (internal and external).
• Manage, process and respond to all in-bound client related communications in an efficient and courteous manner whilst adhering to service level agreements.
• Produce for review, a weekly report of client sales activity as directed by the Client Services Manager.
• Promote, and offer, the highest level of customer service standards at all times to both internal and external customers
• Recognise and embrace the operational requirements of the Account Management Team through a flexible approach towards hours of work and location of duties to include participation in a shift system of work as directed by the Client Services Manager.
• Undertake any other relevant duties which fall under the general scope of this role as directed by your immediate Line Manager or a Director of the Company
• Management of clients using the Universe platform.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• I.T. literate -Windows Office Suite (Word, Excel, and Outlook)
• Solid proven experience of the Ticketing Industry

YOU (BEHAVIOURAL SKILLS)

The following attributes determine how the role will be carried out and are required to be a success:
• A highly motivated and conscientious individual
• Excellent communication, 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 telephone manner
• 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

Jobcode: Reference SBJ-rvk9oj-3-149-238-207-42 in your application.