Product & Fan Experience Coordinator

Job Description

Live Nation is the world's leading provider of live entertainment, promoting more than 40,000 shows annually for over 5,000 artists across 46 countries. Across Australia and New Zealand, we deliver the best all-round entertainment offering, with international headline concert tours, intimate boutique music events, family entertainment, comedy, festivals and much more.

As a Product & Fan Experience Coordinator at Live Nation, 50% of your role will be managing all Live Nation customer service channels providing support and service to our fans. In this role you will work closely with the touring, marketing, product + experience teams in order to facilitate efficient turn around times for the release and distribution information to both fans and the LNA team. As part of this role, you will manage the master calendar of all touring activity across the business.

The other 50% of your role will be supporting the SVP Product and Experience and the Product and Experience team with all ancillary projects across the Touring, Venues and Festivals portfolios, driving revenue through exceptional fan experiences at all our events and venues. The Product & Experience team includes VIP and Digital.

Fan Engagement & Customer Service
• Developing with the SVP, Product & Experience our customer service strategy for Touring, Festivals, VIP and Accessibility
• Delivering an exceptional fan engagement experience by providing accurate and comprehensive advice and information about our events and services
• Acting as the first point of resolution for customer complaints and disputes, proactively
• acting upon all retention opportunities
• Ensure the lines of communication between our fans and LNA are maintained to the highest standard
• Track and report on Customer queries and issues with each tour / show and feed to promoter
• Review communication on LN website and social media to see that we are servicing our Fans according to their interactions with us
• Manage our inboxes – INFO@, VIP@, ACCESS_AUNZ@
• Develop a personal tone of voice so this person becomes a bit of a personality – face of LN

Ancillary Product Development, Management and Execution
• Support the head of VIP (concerts and festivals) on any VIP tasks as required for our Concerts VIP division
• Support the SVP Product & Experience and Venue Marketing Manager on all Venue VIP execution

Digital
• Listing events in EventFinda & Under The Radar for NZ tours.
• Support the VP, Digital with administrative tasks to maintain any tech relating to Customer Service.
• Ensure Website Footer Content, such as FAQs, are regularly updated with latest information.

Accessibility
• Support the SVP Product & Experience on all Accessibility initiatives, ensuring our events, concerts and festivals are Accessible for all fans and that our digital and social channels reflect our accessibility strategy and initiatives

Reporting & Presentations:
• Generate detailed and insightful reports and presentations as required
• Presentation formatting and distribution as required

Administration Tasks
• Build and manage a master calendar of all Touring activity for all teams to use
• Meeting admin support including sending Agendas and Follow Ups
• Managing our RSVP inbox for our brand led events and showcases

What do we offer?
• Ticket perks to our events
• Flexible working environment
• Health & Wellbeing activities and programs, including free counselling
• Investment in your personal career development and training
• To be part of an innovative and exciting business!

Sound like the role for you? To apply, please click on the apply link and submit your resume and a cover letter telling us a little more about yourself!

Equal Opportunities: We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and Homelife. As a growing business, we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

#LNAPAC #LI-CF1

Jobcode: Reference SBJ-gqj879-216-73-216-0-42 in your application.