Director Fan Experience, Markets

Job Description

Location: Europe - Flexible

Contract Terms: Permanent, 40 hours a week

THE TEAM

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 seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.

At Ticketmaster Fans come first. We care passionately about our fans interaction with our service channels and as the world's leading ticketing company, we are committed to setting the standard for a great fan experience.

THE JOB

In this role as Director Fan Experience- EMEA Markets you will sit within the Ticketmaster Global team, supporting the Regional and Global International Leadership team in the development and delivery of the business strategy.

You will drive the Fan Experience ('FX') initiative across the EMEA Markets, ensuring that you are measuring, reporting, and acting on fan feedback, identifying opportunities to improve our service (both internally and externally), specifically through fan sentiment via NPS, Customer Satisfaction, and external reviews.

Leveraging your expertise in customer contact centres, you will work with global leads on contact centre technology, tools and operational solutions that help future proof our business and drive efficiencies and cost savings through scale. You will also work with those global teams to ensure effective delivery with our external outsource partnerships and technology providers. In addition, you will work with all teams ensuring that our customers are right in the centre of everything we do and that our performance and KPIs are met or exceeded .

You will demonstrate both exceptional leadership skills, as well as the ability to combine market experience with business strategy, in order to extract greater value to the business and drive a culture of innovation and excellence throughout the workforce.

WHAT YOU WILL BE DOING
• Provide operational guidance and work with your Regional and Market leads. This includes managing event related communication with fans, on sales, staff resources, and planning in order to manage workloads and peak periods.
• Promote a positive and proactive working environment for the Fan Experience teams in your regions and markets. Working across all markets to provide overall direction and leadership to the Contact Centre, with a specific focus on the motivation & development of your team to meet & exceed their objectives.
• Drive a culture of innovation and excellence, including a strong commitment to internal communications strategies with all staff (mentoring, support, and people development).
• Work with the other Ticketmaster function leads to enhance cooperation, best-practice sharing, and be able to implement cross-company strategies which will contribute to the success of the Global Ticketmaster business.
• Champion a Fan First culture, supporting the embedding of this into the DNA of our business. Improving the Fan Experience across the wider business, offering Insight from customer feedback to drive innovation – all with the aim of reducing fan contacts.
• Meet/communicate regularly with the Regional Vice Presidents, Managing Directors, and Directors within the regions to review and report on progress towards meeting business objectives and discuss future strategic direction.
• Support Global and Regional teams with the creation of annual budgets.
• Report up to Global FX teams, feeding back in a timely manner any required data, information or challenges faced within your region.
• Provide quantifiable data and recommendations on Fan Experience matters to support and influence strategy, decisions, and initiatives.
• Ensure your business areas are continually driving efficiencies whilst achieving and exceeding their KPI and OKR goals.
• Be accountable for fan satisfaction through surveys and online feedback.
• Oversee the provision of effective help sites- ensuring accurate, up to date information is provided to fans.
• Ensuring long term sustainability by aligning business processes to match the overall customer experience with the customer expectations.
• Manage operating cost by continuously reviewing business measures against annual budget.
• Provide service solutions for key clients and high-level business projects.

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

You will be required to demonstrate a high-level of business acumen together with a strong level of sector knowledge, relating to the international ticketing and live entertainment business.
• Strong operational experience in contact centre's
• Strong written and verbal communications skills with strong English skills
• Experience with building and maintaining strong relationships with stakeholders, e.g. complex reimbursement processes and discussions
• Experience in ticketing, live events, promoting, e-business, media or entertainment industries preferred
• Demonstrated leadership ability
• Innovative and flexible approach – thrive to find solutions outside the box
• Working with a sense of urgency to deliver results
• The ability to express business value through data
• Team player, able to engage and motivate people
• Results orientated, experienced in achieving targets and implementing initiatives

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes determine how the role will be carried out and are required to be a success:
• Makes high quality decisions in a timely manner, considering both the immediate and long-term consequences of decisions
• Asks appropriate questions to ensure understanding in order to generate new ideas and innovative solutions
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change
• Organises time effectively and plans for future needs, maximising the use of available resources
• Clearly conveys goals and expectations to others; steps forward to confront difficult issues
• Paves the way for change, diminishes fear and persuades others to let go of resistance
• Demonstrates ethical behaviours
• Adapts own behaviour to take account of others' expectations
• Passionate about delivering service excellence
• Pro-active attitude and self-disciplined
• Able to adapt to constantly changing challenges and work to deadlines
• Strategic, enthusiastic and positive

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

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Jobcode: Reference SBJ-g606v8-3-144-77-71-42 in your application.