Regional Area Manager

Job Description

Regional Area Manager (12-month FTC)

JOB DESCRIPTION – Regional Area Manager
Location: Auckland, New Zealand
Division: Support & Operations, Ticketmaster Australia & New Zealand
Line Manager: Vice President, Field Operations
Contract Terms: 12-month fixed Term, 40 hours per week
THE TEAM
The Support and Operations department includes the teams covering Client Account Management, Event Programming, Operations and Field Technology.
These teams deliver world-class support to Ticketmaster Australia & New Zealand's clients, utilising a number of ticketing platforms and products. Working closely and collaboratively with both clients and internal stakeholders, ensuring systems and processes are delivered to ensure not only a positive client experience but also a positive customer experience.
THE JOB
The Regional Area Manager manages all client support functions for the relevant market whilst working closely with ''stakeholders'' in the development and execution of current and future business strategies. The role has two primary objectives:
Team – Manage the Client Management team
Oversee and administer all staffing aspects, including employment of new staff, staff counselling, maintaining staff records and ensuring all staff receive adequate training and maintain their skills. Provide leadership, direction and motivation to the team.
Operational Service Delivery – Deliver the Service
Ensure that the Client Management team delivers the highest standard of Ticketing Services (Operations) to the Market.
WHAT YOU WILL BE DOING
Team Management
• You will be proactive in the management of the team to ensure the development of long-term partnerships with clients.
• You will mentor and guide the Client Management team to motivate high performance and work enjoyment; cultivate an environment of innovation and fun; and to maintain a high level of enthusiasm for events.
• You will provide training to Client Managers in delivering a high-quality service to other clients as required.
• You will review the performance of all staff and provide counsel to ensure that adequate standards are maintained, and deficiencies corrected.
• You will ensure Client Managers receive required training and skills development including performance planning with quantifiable and objective goals (SMART).
• You will motivate staff and actively promote teamwork.
• You will ensure that the physical office environment, and associated services, are appropriate and conducive to a high performing and functioning team, and that all OHS requirements are followed and maintained.
• You will ensure company cascading OKRs are successfully met.
• You will communicate company initiatives including product updates, new features, and functionality.
Operational Service Delivery – Deliver the Service
• Regularly report on business performance and tracking of internal KPI's relating to key client accounts and communicate relevant business issues.
• You will maintain current knowledge of Ticketmaster's technology advances and marketing initiatives to ensure the most up-to-date and relevant information can be communicated to clients, both specific and general.
• You will monitor product and new feature rollouts, coordinating with local and global product teams to manage communication to the client base.
• Keep abreast of external trends in the marketplace to enable informed advice to be given to clients and to promote the development of internal strategies to optimise client relations.
• You will assist in the development of clear policies and procedures for Client Managers. You will resolve disputes or conflicts with clients.
• At every opportunity, the use of new products/functionality should be enthusiastically embraced, and opportunities for innovation should be encouraged.
• You will support Critical Incident Management processes and be the point of contact for Client Support on the CI process and communication to field support teams across all areas.
Client Relationships
• Establish and maintain executive-level relationships with all key local clients and develop deep long-term relationships. Represent Ticketmaster at networking functions with key clients if/when required.
• Proactively maintain existing industry network contacts and grow the network contacts where possible to provide industry information, be aware of venue/event opportunities, and to be an Ambassador for Ticketmaster in the local industry
• There is a requirement for interstate or international travel to ensure ongoing engagement and servicing with Ticketmaster's clients and new clients. You will be required to be available to work on some weekends, including attending events on behalf of Ticketmaster out of hours. Due to the travel requirements for the position, you may be away from home for an extended period of time, which can be a minimum of five days.
• Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional duties and responsibilities as needed.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
Customer / Client Focus - Strong commitment to the provision of service excellence. Ensuring Ticketmaster's internal and external customers' needs are continually met. Maintain and build of strong customer relationships with current and future clients.
Demonstrated track record in addressing complex issues and balancing internal stakeholder involvement.
Communication - Demonstrating strong communication, interpersonal and presentation skills, both written and verbal.
Assist with the development of clear written policies and procedures for Client Managers. 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.
Flexibility - Demonstrated 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. Highly developed negotiation skills.
People Management & Leadership - Demonstrated high level managerial experience, leading and developing a team, encouraging employees to become more capable and motivated to assume responsibility. Set an example for staff in the 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.
Research/Analytical - Maintain up to date knowledge of industry developments incorporating marketing and technological advances, both internally and externally. Proven analytical mind and problem-solving ability.
Initiative - Possessions of ''natural energy'' with a proactive focus responding quickly and positively to ensure that business deadlines and needs are met.
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 including current database management systems and Ticketmaster programs and reports. Typing skills with high accuracy Proven skills in working with Salesforce or understanding of working with a business development CRM tool.
Negotiation - Conflict resolution skills. Oversee all aspe

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Jobcode: Reference SBJ-j66o0b-216-73-216-0-42 in your application.