Client Services Manager

Job Description

JOB DESCRIPTION – CLIENT SERVICES MANAGER

Location: Ireland

Division: Ticketmaster Ireland

Line Manager: Head of field operations, Ireland

Contract Terms: Permanent

THE TEAM

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

THE JOB

Reporting to the Head of Field Operations, the Client Services Manager will be responsible for the management of all aspects of Ticketmaster's client relationships whilst working closely with Directorial and Regional stakeholders in the development, and execution, of current and future business strategies.

To achieve the operational, financial, and business objectives of the Company as defined within the Company's Mission Statement or, as directed by the Head of Field Operations.

Ticketmaster, part of 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 Entertainment seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.

WHAT YOU WILL BE DOING
• Management of key client accounts at a senior level.
• Satisfy, retain, and develop existing client relationships in terms of revenue generation and account profitability
• To effectively monitor and control available ticket inventory with a view to maximising its retail potential
• Ensure the Client Account Management team are aware of all client contractual obligations and are equipped to deliver against them
• To take ownership of, and responsibility for, each event on-sale
• Provide day-to-day management, coaching, guidance, and support for the Client Account Management team. Aligning individual objectives to those of the business in conjunction with other Client Services Managers
• To identify training and development needs and provide selected in-house training or support to ensure a consistent pro-active Client Account Management function
• To offer a high level of operational focus, co-operation, communication and understanding between the various departments and premises of the Company to include, but not limited to, Client Development, Client Marketing, Event Programming, Event Operations and Contact Centre teams whilst continuously seeking ways in which to improve personal, team and business performance
• To meet regularly with Clients in order to identify, develop and pursue new business opportunities
• Monitor and maintain service levels to all Ticketmaster clients in conjunction with the Client Account Management Team.
• Work closely with the Client Operations team to ensure adherence to all TM UK policies and procedures (e.g., but not limited to - event set up, box office, system usage, onsales management) and ensure compliance with all audit requirements, as requested.
• Ensure adherence to all Ticketmaster Global ticket stock and fulfilment policies and procedures. Ensure operational efficiency, inventory control and good process management with regard to clients' preprint ticket requirements.
• Ensure regular, structured Client Account Management team meetings are held, setting clear actions, goals, and targets for the team.
• To undertake regular inter-office visits as directed by the Client Services Director
• To plan, manage and oversee, as required, event day box offices (venue based and 'green field' sites)
• Ensure that all communication, internal and external, is undertaken in a timely, consistent, and professional manner, with reference to the companies Tone of Voice policy.
• To promote, and offer, the highest level of customer service standards at all times to both internal and external customers
• To recognise, embrace and promote the operational requirements of the Client Services Team through a flexible approach towards hours of work and location of duties
• To continuously seek ways in which to improve personal, team and business performance
• To comply with all Company policies and to ensure a tidy and safe working environment.
• 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

TECHNICAL REQUIREMENTS
• Ticketmaster systems experience essential
• Proven extensive commercial experience of the Ticketing Industry
• Demonstrable leadership skills
• I.T. literate - Windows Office Suite (Word, Excel and Outlook)

YOU (BEHAVIOURAL REQUIREMENTS)

The following attributes determine how the role will be carried out and are required to be a success:
• Demonstrated leadership ability
• A highly motivated and conscientious individual
• Excellent communication (written and verbal), 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 in dealing with the general public face to face
• Good organisational skills, with a high level of attention to detail
• A positive and flexible approach to teamwork
• The ability to effectively manage conflicting deadlines for multiple tasks

TICKETMASTER VALUES

TICKETMASTER 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.

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.

#TMjobs #Hybrid #LI-AH1

Jobcode: Reference SBJ-d54p07-3-145-186-6-42 in your application.