Client Manager

Job Description

DESCRIPTION – Client Manager, CLIENT SERVICES

Location: Subiaco, Australia

Division: Client Services, Ticketmaster Australia

Line Manager: Regional Area Manager or Senior Client Manager

Contract Terms: Permanent 38 hours per week

THE TEAM

The Client Services team is responsible for the delivery of exceptional ticketing service to clients (Venue & Promoter) through the effective management of client requirements. Working closely and collaboratively with both clients and internal stakeholders ensuring systems and process are delivered to ensure not only a positive client experience but also positive customer experience. The Client Services team are key to maintaining a strong and connected client relationship and plays a critical role in the development and implementation of ticketing strategies to maximise sales.

THE JOB

The Client Manager works as a team member within the Client Services team sharing knowledge, information and valuable client feedback with other colleagues (both local and interstate) to assist in the formulation and implementation of strategies that create an outstanding ticketing service to our clients. The Client Manager must maintain and nurture client relationships to ensure their ongoing development by providing optimum benefits from Ticketmaster technology and marketing initiatives.

WHAT YOU WILL BE DOING

You will have direct responsibility for overseeing the management of a specific client base whilst ensuring that all contractual obligations are understood and achieved. From time-to-time this client base may be amended by the Regional Area Manager.

You will work as a team member within the Client Operations Department and assist other Client Managers in delivering a high-quality service to other clients as required.

You will plan and deploy ticketing strategies for future events including revised reporting opportunities, marketing campaigns and event day operations when required.

You will work closely with staff in the Event Programming and Product Support Departments ensuring they are kept fully informed about upcoming events and services that have been committed to clients. Accordingly provide all necessary information and assistance to these departments in their planning so all client deadlines are achieved.

You will ensure staff in Groups, Contact Centre, and Box Office teams have accurate information and are sufficiently briefed, effectively trained, motivated and empowered to make decisions within their respective areas when performing duties related to event management to ensure the provision of excellent service to patrons.

You will work closely with Venue/Client Box Offices and support areas ensuring they are properly set up and appropriately rostered with fully trained staff to provide the maximum level of service. This is done either as part of the role of Client Manager or if possible, done through team coordination with a local Box Office Manager. Certain Events and/or Clients will require the presence of the Client Manager on-site during the event.

You will assist in the development of clear policies and procedures for Venue/Client Box Offices.

You will work closely with the Marketing Department, developing marketing initiatives specific to client needs in order to maximise ticket sales. You will also be required to develop post event reports, event analysis and provide recommendations for future events.

You will ensure the coordination and direction of all parties involved in ticketing and box office including all Ticketmaster personnel and financial arrangements (armed money escorts, security, working environments, banking, on-line credit card facilities, merchant numbers, codes, service charges and settlement arrangements) are finalised prior to ticket sales commencing.

Working with the Regional Area Manager you will ensure that Ticketmaster has a signed Ticketing Agreement with the client for the respective Event(s) prior to ticket sales commencing.

You will ensure Corporate Services are fully informed of all financial arrangements and both Ticketmaster and the client meet their financial obligations under the contractual arrangement or letter of agreement.

You will be responsible for checking all event finance settlements and royalty payments for accuracy for clients prior to final approval of either the Senior Client Manager or Regional Area Manager.

You will entertain clients and attend client functions and launches as required, and which maybe outside normal business hours.

You will attend and/or facilitate presentations on Ticketmaster operations and products for existing and potential clients.

You will actively support new initiatives and product developments.

Be available to work flexible hours, including weekends and public holidays.

Carry out other duties that may be required by the Regional Area Manager.

WHAT YOU NEED TO KNOW

Communication (Communication)
You must be able to demonstrate strong communication skills, both written and verbal. Strong ability to communicate with clarity and confidence business developments and each client's requirements and deadlines to internal and external customers. Effective listening skills are also paramount along with the ability to resolve disputes or conflicts with clients. The ability to effectively handle difficult conversations is a key communication requirement.

Research/Analytical (Innovation)

You will need to possess an up to date knowledge of industry developments incorporating marketing and technological advances, both internally and externally.

Computer literacy

I.T. literacy essential - Windows Office Suite (PowerPoint, Word, Excel and Outlook) Familiarity and aptitude with a significant number of different ticketing systems, products and websites/apps.

Flexibility (Accountability)

You must demonstrate an ability to accommodate and adapt to changing needs of the business in a highly pressured working environment. At the same time, proven ability to adhere to set guidelines and process adherence. Deal with higher-level complaints and recognise the need for flexibility where applicable.

Customer / Client Focus (Service Excellence)

Ensure Ticketmaster's internal and external customers' needs are continually satisfied. Maintain and build of strong customer relationships with current and future clients.

People Management & Leadership (Teamwork)

Set an example for staff in the local office. Effectively manage the professional requirements of Ticketmaster's internal and external customers. Lead by example; gather support from staff and work together to achieve desired outcomes.

Initiative (Passion)

Possess ''natural energy'' with a proactive focus responding quickly and positively to ensure that business deadlines and needs are met.

Negotiation (Service Excellence and Communication)

Understand all aspects of the contracts for specific client base and recognise the need to be flexible whilst still achieving Ticketmaster and client objectives.

Results orientated

Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and applying effective application of effort and resources, combined with passion, belief and energy.

YOU

The following attributes determine how the role will be carried out and are required to be a success:
• I earn the trust of clients, co-workers;
• I

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Jobcode: Reference SBJ-gweq1n-3-145-108-9-42 in your application.