Head Of Commercial Experience

Job Description

Company: Live Nation

Department: Customer Experience

Location: Farringdon, London

Reports to: Customer Experience Director

Working Hours: Full time

Contract Type: Permanent

Role Description

The Head of Commercial Experience will be the driving force for the commercial strategy for festivals and venues across food, beverages, merchandise, retail and other revenue generating ancillary categories.

The Head of Commercial Experience will be the subject matter expert on all things commercial working collaboratively with key stakeholders across the business taking a data-driven and entrepreneurial approach to developing the commercial offering. The Head of Commercial Experience will lead the central relationship with third party operating partners across food, bars, merchandise and retail, ensuring commercial offerings add value to the fans experience.

The role will lead from the front and be a visible presence across festivals to drive standards of commercial execution as well as identifying key strategic opportunities for improvement and development for future events.

What it's like to work in the Team

The Head of Commercial Experience will be an integral member of the Customer Experience team at Live Nation, where our shows and events are as diverse as the individuals within them. With a positive and supportive approach, the successful candidate will work collaboratively to contribute to our core values of excellence, inclusivity and putting the Fan First across our estate.

The visitors to our venues and festivals are more than customers, they're our Fans. They are at the heart of everything we do. Our mission is to 'put fans first and deliver world class experiences.'

To do this we strive to always embody our Fan First Values:
• We care: We genuinely care about our Fans as individuals and strive to go above and beyond their expectations. We understand what is important to our customers, stakeholders, and teams.
• We make it relevant: We deliver the products, services and experience that are right for our fans and that enhance their experience. We focus on the task that will make a difference to the business.
• We communicate: We embody great communication at all times. We are polite, courteous and are fluent in our brand language. We work collaboratively and share best practice.
• We take ownership: We take ownership, responsibility, and accountability to get the job done. We do what we say we're going to do and work together to solve challenges and exploit opportunities.
• We add value: We focus on the detail that drives enhanced commercial performance and efficiencies. We are bold, brave and constantly self-review to ensure we're always adding value.
• We do what's right: We drive a culture of inclusivity, diversity and sustainability. We stand by our principles and work towards making our venues and festivals world leaders in accessibility, inclusivity and sustainability.

What we can offer you

Live Nation offers impressive employee benefits including tickets to shows and festivals and unlimited annual leave. The newly opened Farmiloe Building in Farringdon, London is a beautiful office to work in. Staff can enjoy use of arcade games in the basement games room, onsite gym equipment plus fitness and meditation classes. In addition to this, the office has a fully stocked complimentary coffee bar with barista to serve you your favourite coffee as you walk into the office and offers heavily subsidised lunch options. We hold regular staff events in our atrium stage space including hosting speakers and open mic nights to showcase Live Nation employee talent.

Who you are

Competencies / Skills / Knowledge / Experience
• A background in leading high quality and high-volume customer operations across a complex business, preferably in the leisure or entertainment sectors
• Multi site / central commercial leadership
• Strategic and operational management of in house and outsourced commercial operations
• New commercial concept development and project management
• Commercial acumen
• Experience in managing significant P&L within the leisure, entertainment or destination experience sectors
• Commercial systems and processes, with significant experience with EPOS management and commercial reporting and insight essential.

Behaviours

The following attributes determine how the role will be carried out and are required to be a success
• Passionate about delivering engaging and memorable customer experiences.
• Excellent interpersonal and relationship building skills.
• Customer and commercial focus with a passion for customer service and putting the fan at the heart of the business.
• Ability to foster problem solving between teams and stakeholders, and to arrive at a solution that will contribute to the overall achievement of our goals.
• Ability to communicate, inspire and motivate all levels of teams.
• Resilient, resourceful and tenacious

What the role includes
• Leadership and management of Bar Experience and Food Experience Managers
• Working closely with key internal and external stakeholders to develop the commercial experience
• Tactical and strategic leadership of all ancillary touchpoints
• Significant travel and time on site across the summer festival season
• Be the commercial subject matter expert within the business
• Drive pricing strategy across all commercial touchpoints
• Develop new processes and ways of working to ensure sharing commercial best practice within the group
• Development of commercial experiences, products and opportunities across food, beverages, merchandise, retail and other categories.

Reality check

While this is a great opportunity in an exciting industry, this is not just a chance to see shows for free! The role is not your ordinary nine-to-five, and the industry is demanding, with sometimes long and unsociable hours. The excitement and energy of the shows and events we create comes from the hard work and dedication we commit to our work, and this position is no exception so get ready to bring your very best to the role.

The Company

APPLICATION DEADLINE: Sunday 28th April. We reserve the right to close applications at any time so encourage early application.

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Jobcode: Reference SBJ-r1k57e-3-135-219-166-42 in your application.