Head Of Customer Experience

Job Description

Company: Live Nation UK and Ireland

Department: Customer Experience
Location: Farringdon, London with some UK travel

Reports to: Customer Experience Director
Working Hours: Full time
Job Type: Permanent
Role Description
We are seeking a confident, resilient, and strategically minded Head of Customer Experience to lead the transformation and ongoing excellence of customer service across Live Nation UK. This role will be responsible for setting the central strategy for customer service across our venues, festivals, and touring events-ensuring that every fan interaction, from pre-purchase to post-event, is handled with care, consistency, and professionalism.
This is not a contact centre management role, instead, this role delivers impact through strategic leadership, influence, and collaboration-ensuring customer service is delivered through teams across the business to a consistently high standard.
The successful candidate will have a proven background in high-profile, high-volume customer service environments, ideally within live events, entertainment, or hospitality. They will be a credible and authoritative voice across the business, acting as the central subject matter expert and guiding teams through complex, high-pressure customer scenarios.
You will work closely with internal teams-including venue, festival, and event teams-as well as with our partners at Ticketmaster, ensuring alignment and collaboration across all customer touchpoints. You will also act as a key escalation point for serious or sensitive customer service issues, providing guidance and leadership in high-pressure scenarios.
This role requires someone with exceptional written and verbal communication skills, and the ability to represent the business confidently in both internal and external conversations. You will work closely with PR, Communications, Legal, and Health & Safety teams to ensure that customer service responses are coordinated, compliant, and reputationally sound.
You will lead Live Nation UK's relationship with The Society of Ticket Agents and Retailers (STAR), managing dispute resolution and representing the business in industry-wide conversations. Additionally, the role will oversee customer service escalations related to touring shows, working with promoters and ticketing teams to resolve issues effectively.
A key part of this role will be monitoring customer contact trends across the UK & Ireland business, identifying opportunities to reduce complaints, improve service information, and optimise the customer journey. You will lead on the utilisation of best practice in customer service tools and CRM systems, with significant super-user experience in Zendesk strongly preferred. You'll ensure that systems are used effectively to manage cases, track performance, and deliver consistent service across the business.
The successful candidate will be emotionally intelligent, able to advocate for the customer while balancing the needs of the business and will be an expert in stakeholder relations-ensuring that all relevant parties are informed, aligned, and supported throughout the customer service lifecycle.
What it's like to work in the Team
The Head of Customer 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 business.
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 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
• Significant experience in leading customer service strategy in a high-volume, high-profile environment-ideally within live events, entertainment, or hospitality.
• Proven ability to lead through influence, with credibility and confidence at all levels of the business.
• Strong understanding of customer service operations, escalation management, and crisis communications.
• Experience working with ticketing platforms and third-party service providers.
• Familiarity with STAR and industry best practices in dispute resolution preferred.
• Excellent communication, stakeholder management, and problem-solving skills.
• Experience working closely with PR, Communications, Legal, and Health & Safety teams.
• Exceptional written and verbal communication standards.
• Expertise in stakeholder relations and coordination across departments.
• Technically proficient – champions best practice in CRM systems and tools, with Zendesk expertise.
Behaviours
The following attributes determine how the role will be carried out and are required to be a success
• Resilient, calm under pressure, and decisive in high-stakes situations.
• Emotional intelligence to advocate for the customer while balancing business needs.
• Strategic and visionary – sets the direction for customer service and inspires others to follow.
• Credible and influential – trusted by stakeholders and able to lead without direct authority.
• Resilient and decisive – handles pressure with confidence and clarity.
• Customer- obsessed – always advocates for the fan and seeks to improve their experience.
• Collaborative – builds strong relationships across teams and functions.
• Solutions-focused – tackles problems head-on and drives continuous improvement.
• Professional and composed – represents

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Jobcode: Reference SBJ-pk4xpe-216-73-216-123-42 in your application.