Service Improvement Manager, Fan Experience

Job Description

Job Description: Service Improvement Manager, Fan Experience

Location: Remote, Europe and UK

Division: Fan Experience

Line Manager: Director Service Improvement, Fan Experience

Contract Terms: Perm, Full Time

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 fan's interaction with our sales and service channels and as the world's leading ticketing company, we are committed to setting the standard for a great fan experience.

THE JOB

This role will be responsible for the delivery of special projects, business reviews and operational support requirements across the Fan Experience team.

The position will cover the implementation of Fan Experience service improvement projects, client projects and new policies and procedures. It will look at and review current working practices, looking at solutions to improve effectiveness, reduce cost and add value. This role will also work closely on projects originating in other departments (marketing, technology, sales, operations etc) when there is an operational impact on the Fan Experience and Fan Experience teams.

To ensure the continued development and success of the centre you will challenge the norm on a regular basis, you will be comfortable and confident to question and amend processes, procedures, and ways of working to deliver better results. Your focus will be to remain ahead of contact centre trends and support an operation that is respected internally and externally as 'Best in Class'.

This role is a critical part of the Fan Experience team as we move towards a global, digital first, agile Contact Centre environment.

WHAT YOU WILL BE DOING
• Liaise and co-ordinate with all internal departments on a regular basis to maintain relationships and effective working processes, with a focus on product and engineering teams
• Ensure all technology and tools for the department are fit for purpose, research any new requirements, and make recommendations for replacements.
• Contribute to the strategic planning for International Fan Experience
• Oversee and manage projects across multiple markets; ensuring stakeholder engagement within markets, ensuring project timelines and delivery standards are met.
• Provide operational support to markets in need; using experience to offer solutions in terms of process, organisation, policy or technology.
• Be proactive, make recommendations to continuously improve the customer and client experience, including the internal service, putting solutions into practice.
• Liaise with other functional/departmental managers to understand all aspects and needs of development, and to ensure they are fully informed of operational objectives, purposes and achievements.
• Identify organisational gaps and any potential business disruption.
• Build and maintain internal relationships across our organisation and be able to represent the views and needs of the department in wider operational activities.
• Create a culture of belief in employees in that everyone can make a difference, by empowering staff, giving them a voice through feedback and forums to add value.
• Deliver initiatives off the back of results from trend analysis to reduce costs and increase customer satisfaction and experience.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
• Has a thorough knowledge of Contact Centre processes and practices.
• Experience working across multiple markets and regions.
• Ability to work flexibly to accommodate different time zones and travel internationally where necessary.
• Can demonstrate experience of continuous improvement in a contact centre environment.
• Strong leadership and communications skills.
• Conducts thorough searches for information when reviewing procedures or problems.
• Strong analytical skills.
• Previous project management experience, including project scheduling, project methodologies and planning is desirable.
• Strong relationship building skills with partners and clients (internal and external).

YOU (BEHAVIOURAL SKILLS)
• Respected Leader – Recognized by direct reports for consistency in support, guidance, and trustworthiness. A leader who motivates a team through hard work, commitment, and willingness to learn/understand, makes every effort to create a path for employees to grow and succeed, and creates and supports a culture of accountability.
• Motivated Learner – An individual motivated by new challenges and opportunities.
One who is always willing to take on more responsibility and not shy away from areas where learning is required. A leader who can take on areas of great opportunity and drive the change required for improved results.
• Collaborate with others; share information openly; listen and take time to empathise and understand where others are coming from; show recognition and appreciation for the contributions of others.
• Demonstrated ability to build and motivate an effective team and desire to continuously improve employee satisfaction.
• Motivation to improve and guide operational and technical change that will improve fan experience and satisfaction.
• Results driven, energetic, creative, and hardworking, with a commitment to the highest quality of care and service

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

Jobcode: Reference SBJ-gpwkv4-18-225-209-95-42 in your application.