Experience Manager

Job Description

Title: Experience Manager – Budweiser Stage

Role Type: Full-Time Permanent

Live Nation Entertainment is the world's leading live entertainment and eCommerce company, comprised of four market leaders: Ticketmaster, Live Nation Concerts, Front Line Management Group and Live Nation Network.

As the largest producer of live music concerts, Live Nation Concerts operates over 45 venues across the United States. For additional information, visit http://www.livenationentertainment.com/.

Who Are You?

Employees have a leading role in the service experience our guests have. The extent to which we recognize our employees for service well done, is the extent to which they will care not only for the guests, but for each other.

That's why SAFETY for employees and guests is our first priority. We show CARE around every corner and look to create ENCORE moments of service excellence for everyone. And our commitment to EFFICIENCY, is our way of staying well-organized. So, join us! We need these kinds of skills and talents as we Create Once in a Lifetime Experiences for our Fans.

The Role:

Live Nation is seeking an Experience Manager for the Budweiser Stage. The position will directly report to the venue General Manger. The Experience Manager will be responsible for administering various corporate and venue designed programs to support employee engagement, venue staffing and guest service division-wide goals.

Job Functions:
• In partnership with the venue management team, this position is responsible for administering employee engagement, venue staffing and guest service division-wide goals.
• Plan and coordinate processes and activities associated with employee engagement and guest service.
• Partner with the venue's Guest Ambassadors to create encore moments at every show.
• Schedule and manage all members of the venue Guest Services and Customer Service team.
• Will act as the lead in maintaining metrics and sharing information with the venue management team.
• Work with Department Managers and Supervisors to ensure service standards are being communicated pre-event and demonstrated during and post the event.
• Show CARE by participating in the venue's sustainability program which could include implementing programs that conserve resources/prevent waste such as sorting waste and collecting recycling and educating our fans about our efforts.
• Act as the venue's brand ambassador and the face of the service culture program.
• Administrator for the guest service, recognition and employee training system(s).
• Support in creating and administering anniversary service awards and other employee recognition and guest service programs.
• Responsible for completing the Post Event Service Recap and analyze other venue service reports to create action plans for service improvements in partnership with the venue management team.
• Lead the end of season employee opinion survey for the venue.
• Research best practices and collaborate with the venue management team to develop venue opportunities to increase employee engagement, increase guest satisfaction.
• Help facilitate new employee orientation.
• Manage applicable venue service program budget and process vendor invoices.
• Take part, with the venue management team, in hosting townhall and advisory council meetings and create action plans based on employee feedback.

Qualifications:
• Ability to work in a fast paced and dynamic environment as well as impeccable organizational skills
• Must have a minimum of 2 years customer service and event experience in a supervisory or management role.
• Professional level of verbal and written communication skills
• Must have a high level of expertise in MS Office (Outlook, Word, Excel, Powerpoint)
• Possess a strong work ethic with a high sense of responsibility in an ever-changing environment
• Must be able to handle sensitive matters and exercise excellent judgment and confidentiality
• Ability to work independently and within a team to juggle multiple prioritized tasks
• Strong interpersonal skills
• Post-Secondary Education an Asset

Physical Requirements/Work Environment

Sits for extended periods of time at a computer station or work desk; stands and walks regularly throughout the day; uses hands and fingers to operate computers and office equipment for up to 8 hours each day; lifts up to 10 pounds regularly; exposed to typical office environment conditions and noise levels.

Jobcode: Reference SBJ-d25xny-18-219-132-200-42 in your application.