Product Specialist Sport

Job Description

Product Specialist Sport (Hybrid)

JOB DESCRIPTION – PRODUCT SPECIALIST SPORT– SOUTH AFRICA
Location: Cape Town, SA (Hybrid)
Division: Ticketmaster International
Line Manager: Senior Director Operations – Middle East & Africa
Contract Terms: Permanent
THE TEAM
We are the global leader in sports ticketing, and we're doing more than ever to power your business-for fans and for the future of sports. From the smallest clubs to the biggest leagues and tournaments, discover why clients around the world trust us as their ticketing partner.
International Support & Operations team, a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Unions, Venues, Teams, Clubs, etc.), in markets that operate on our dedicated sports platform.
Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients' needs.
We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients' and local Markets' needs and challenges day-to-day.
THE JOB
In this role as Product Specialist Sport– South Africa you will report to Senior Director Operations – Middle East & Africa. This is a senior role within the Ticketmaster Local team, supporting the Regional and Global International Sports Leadership team in the development and delivery of the business strategy within Sport.
You are expected to be an ambitious, results driven leader that will be responsible for providing leadership for employees and delivering outstanding client support for their areas. This includes accountability for client satisfaction, meeting agreed upon service level standards, driving efficiency, and improved employee performance as it relates to the South African Region.
You will work closely with Senior Director Operations – Middle East & Africa and the Managing Director in facilitating the implementation of our dedicated sports platform and working closely with our application providers. You will oversee the performance improvement and cost efficiency initiatives in the market, whilst at the same time servicing local sports market and client needs as a key priority. You will also need to collaborate with other Regional leads to ensure standardization of communication and efficiencies.
As a Product Specialist within our sports division the role is charged with strengthening Ticketmaster's client relations and increasing client satisfaction. This will involve close collaboration with other Local and Regional client facing teams.
You will demonstrate outstanding leadership skills and the ability to combine market and management experience with business strategy to extract greater value to the business driving a culture of innovation and excellence throughout the workforce with exceptional leadership skills.
This is a hands-on role, that will require a mix of strategic thinking, operational and business acumen and client facing expertise.
WHAT YOU WILL BE DOING
• Lead the implementation of our sports platform, ensuring our world class technology is delivered on-time and aligned with our clients requirements.
• At the direction of the Senior Director Operations – Middle East & Africa, you will proactively lead and manage an aligned strong local sports team of client support & operations team experts.
• Assist the Senior Director Operations in building the Client Support, Event Management, Product Operations and Field Operations structure under International Operations principles, definitions, and guidelines for South Africa.
• Build and cultivate excellent client and interdepartmental relationships.
• Collaborate with other Regional Operation teams in facilitating performance improvement strategies and cost efficiency initiatives, including enabling load balancing opportunities.
• Build and maintain a strong relationship with chosen sports application developers and lead the implementation and integration for our clients.
• Ensure company cascading OKRs are successfully met.
• Owner and accountable for service quality and performance KPIs for the market.
• Oversee support provided to the client for our Sports system and products.
• Remain current with software and new features and how they impact clients.
• Able to provide support and best practices to the client for all Sports products.
• Research client/customer challenges about service levels.
• Identify areas of improvements and concerns and accordingly develop action plans.
• Ensure that teamwork is in compliance with company policies and procedures.
• Oversee staffing adjustments to obtain maximum productivity.
• Provide guidance to team members and monitor their performance, discipline, and attendance on regular basis.
• Work with the other Ticketmaster Function leads to enhance co-operation and best-practice sharing and to implement cross-company strategies to contribute to the success of the International and Global Ticketmaster business.
• Drive a culture of innovation and excellence throughout the organization. With a strong commitment to internal communications strategies to all staff.
• Mentoring, Support, and People Development across the market.
WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)
You will be required to demonstrate a high-level of business acumen together with a strong level of sector knowledge, relating to the international ticketing and live entertainment business.
• Experience providing excellent leadership in leading and growing successful commercial and cross-functional teams in an international or global organization.
• Experience in leading complex technical system implementations with a 360 view from platform to application.
• Experience in cross platform integrations.
• Strong written and verbal communications skills.
• Must be fluent in Local business language with strong English skills.
• Experience with building and maintaining strong relationships with stakeholders, i.e. complex reimbursement processes and discussions.
• Experience in ticketing, live events, promoting, e-business, media or entertainment industries preferred.
• Demonstrated leadership ability.
• Experience in project management and implementation.
• Innovative and flexible approach – thrive to find solutions outside the box.
• Not accepting the status quo, working with a sense of urgency to deliver results.
YOU (BEHAVIOURAL REQUIREMENTS)
The following attributes determine how the role will be carried out and are required to be a success:
• Carefully weighs the impact of a broad range of related issues or factors.
• Makes high quality decisions in a timely manner, considering both the immediate and long-term consequences of decisions.
• Asks appropriate questions to ensure understanding, to generate new ideas and innovative solutions.
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
• Organises time effectively and plans for future needs, maximising the use of available resources.
• Clearly conveys goals and expectations to others; steps forward to confront difficult

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Jobcode: Reference SBJ-4kke4z-216-73-216-202-42 in your application.