Venues, Director Of Fan Engagement

Job Description

THE ROLE
The Director, Fan Engagement & Culture sits within the Brand Fulfillment organization and is responsible for how Live Nation's owned and operated venues listen to, engage with, and respond to fans across digital channels. This role oversees community engagement, AI-enabled customer engagement, escalation and crisis response, social listening, and helps identify fan-driven storytelling opportunities through UGC and creators.
This leader serves as the voice of the fan inside the organization - translating fan sentiment and behavior into actionable insights that inform brand, social, lifecycle, and line-of-business marketing strategies.
WHAT THIS ROLE WILL DO
Fan Engagement & Community Strategy
• Lead the overall fan engagement and community management strategy across owned digital platforms.
• Define and maintain engagement best practices, tone guidelines, and response standards across our owned and operated venues.
• Ensure consistent, fan-first engagement while allowing for local nuance and market-specific needs.
Customer Engagement, AI & Escalation
• Oversee AI-enabled customer engagement tools, defining response philosophy, guardrails, and escalation triggers.
• Partner with Venue Operations, Communications and to manage escalation workflows and sensitive issues.
• Support high-volume moments & customer service recovery needs with calm, coordinated engagement strategies.
Culture, UGC & Creator Strategy
• Lead strategies for identifying, sourcing, and amplifying organic fan content across venues.
• Oversee creator and influencer identification, engagement, and integration into broader storytelling efforts.
• Ensure all externally sourced content aligns with brand, legal, and quality standards.
Audience Insights & Social Listening
• Own social listening and fan sentiment analysis across platforms.
• Translate insights into strategic recommendations that inform brand storytelling, channel strategy, and lifecycle planning.
• Establish regular reporting and insight-sharing rhythms with cross-functional partners.
Team Leadership
• Lead and develop a team of fan engagement and culture professionals.
• Foster a collaborative, inclusive, and innovative team culture.
• Serve as a central point of contact for internal stakeholders related to fan engagement and community strategy.
WHAT THIS PERSON WILL BRING
• 8+ years of experience in audience engagement, community management, digital marketing, or social strategy.
• Strong understanding of fan culture, digital platforms, and evolving social trends
• Experience managing customer engagement or CX workflows, including escalations.
• Excellent communication and collaboration skills.
• Ability to operate effectively in a fast-paced, matrixed organization.
BENEFITS & PERKS
Our motto is 'Taking Care of Our Own' through 6 pillars of benefits:
• HEALTH: Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
• YOURSELF: Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
• WEALTH: 401(k) program with company match, stock reimbursement program
• FAMILY: New parent programs including caregiver leave and baby bonuses, plus fertility, adoption, foster, or surrogacy support
• CAREER: Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
• OTHERS: Volunteer time off, crowdfunding match
EQUAL EMPLOYMENT OPPORTUNITY
We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. 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.
Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.
We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.
We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Live Nation will also provide reasonable religious accommodations on a case-by-case basis.

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.

Jobcode: Reference SBJ-neb2yk-216-73-216-32-42 in your application.