Client Account Manager - Premium Services

Job Description

Location: London or Manchester, UK

Division: Ticketmaster UK

Line Manager: Client Services Manager – Premium Services

Contract Terms: Permanent, full time

THE TEAM

The Client Account Management Team is responsible for the day-to-day management of our client relationships.

THE JOB

The Client Account Manager – Premium Services works to deliver a customer and business focused Client Account Management solution across Ticketmaster's client base, specialising in the day to day management of business delivered by the Global Music, Pricing and Travel and Accommodation teams. The overall aim of this role is to achieve the operational, financial, and business objectives of the Company. In addition to the Premium Services component of this role, the Client Account Manager will also play an integral role in managing other, non-Premium Services business.

WHAT YOU WILL BE DOING
• To satisfy, retain and develop current or future client relationships by ensuring good levels of communication with venues and promoters whilst providing system support and query resolution.
• To develop and maintain an in-depth understanding of each client's business needs whilst identifying potential new business opportunities or improved efficiencies through the application of new technologies or operational practices
• To take ownership of Premium Services activity on Ticketmaster UK events, including but not limited to submitting and coordinating set-ups to relevant CAM teams, Event Programming, Finance and Event Operations.
• To take ownership of, and responsibility for, each event on-sale to include being present for the duration of the on-sale period as directed by the Client Services Manager.
• Supporting with administration: i.e. data feeds for fulfilment partners/labels, AVO code redemption campaigns, data reporting, sales reporting and ad hoc reporting when required.
• To work alongside CAM teams throughout the lifecycle of the event/tour that has Premium Services involvement.
• To act as a liaison between Global Music, Pricing and Travel teams and other departments within the UK business including UK CAM team, Client Development, Client Marketing, Event Programming, Finance, Event Operations/Tour Analysts and Customer Service teams.
• To regularly review and update all client information/deal sheets in conjunction with the Client Services Manager, to include contractual information and service charges applied therein.
• To effectively monitor and control available ticket & upsell inventory with a view to maximising its retail potential.
• To take ownership of, and responsibility for, each event on-sale to include being present for the duration of the on-sale period as directed by the Client Services Manager.
• To ensure that all event-related information is accurate, up to date & accessible across all sales channels prior to on-sale and during the life cycle of each event.
• To take ownership of, and responsibility for, all cancelled/amended events in conjunction with the Client Services Manager and Customer Services Manager to include, but not limited to, identification of all affected customers and agreed communication procedures.
• To ensure that all event related information is communicated speedily and accurately in a way that ensures that the information is clearly received and easily understood by all relevant parties (internal and external).
• To manage process and respond to all in-bound client related communications
• To produce for review, a weekly report of client sales activity as directed by the Client Services Manager.
• To plan, manage and attend event day box offices (venue based and 'green field' sites) as directed by the Client Services Manager.
• To promote, and offer, the highest level of customer service standards at all times to both internal and external customers.
• To recognise and embrace the operational requirements of the Account Management Team through a flexible approach towards hours of work and location of duties to include participation in a shift system of work as directed by the Client Services Manager.
• To continuously seek ways in which to improve personal, team and business performance.
• To assist with, and contribute to, the day-to-day administration of the Account Management Team under the guidance of the Client Services Manager.
• To comply with all Company policies as directed by the Human Resources Manager to include, but not limited to, the Company's Health and Safety Policy.
• To ensure that a clean, tidy, safe, and secure working environment is maintained at all times.
• To ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs.
• To represent the Company, as required, at functions, events, and PR visits whilst ensuring that all business-related topics and agendas are communicated to relevant managers and Directors.
• To undertake any other relevant duties which fall under the general scope of this role as directed by your immediate Line Manager or a Director of the Company.

Requirements / Skills / Knowledge / Experience
• Ticketmaster systems experience preferable
• I.T. literate -Windows Office Suite (Word, Excel and Outlook)
• A proven understanding of the ticketing/entertainment industry

Behaviours

The following attributes determine how the role will be carried out and are required to be a success:
• A highly motivated and conscientious individual
• Excellent communication, inter-personal and customer care skills
• A pro-active nature to include a flexible approach to hours of work and location of duties
• Ability to use self-initiative as well as work within a team
• Excellent time management skills
• A calm, patient, and professional manner
• Confident telephone manner
• Confident in dealing with the general public face to face
• Good organisational skills, with a high level of attention to detail

TICKETMASTER VALUES

Rock Solid Reliability – I earn the trust of clients, co-workers and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right

Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of others

Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely

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

CULTURE

We're fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We're not just selling tickets (though we do that better than anyone else), we're enriching lives one incredible experience at a time. And we think that's pretty amazing. If you're passionate about the magic of 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.

We have a 'Fan First' mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the 'Fan' you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.

Jobcode: Reference SBJ-room92-18-219-112-111-42 in your application.