About the role The Client Manager works as a team member within the Support and Operations team sharing knowledge, information and valuable client feedback with other colleagues to assist in the formulation and implementation of strategies that create an outstanding ticketing service to 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.
Key responsibilities
- Direct responsibility for overseeing the management of a specific client base to develop and maintain excellent client relationships whilst ensuring that all contractual obligations are understood and achieved
- Meet and exceed the client service level agreements and educate clients within procedural guidelines or product updates/new features to ensure a complete solution to their service or technical questions
- Plan and deploy ticketing strategies for future events including revised reporting opportunities, with working knowledge of various ticketing systems and access control support
- Work closely with internal departments to ensure they are kept fully informed about upcoming events and services that have been committed to clients
- 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
- Develop clear policies and procedures for Client or Venue Box Offices and work closely with Venue/Client Box Offices ensuring they are properly set up and appropriately rostered with fully trained staff
- Work closely with the Marketing Department, developing marketing initiatives specific to client needs to maximise ticket sales, and develop post event reports and event analysis
- Ensure the coordination and direction of all parties involved in ticketing and box office including financial arrangements prior to ticket sales commencing
- Ensure system inventory is synced, balanced and managed between Ticketmaster, HOST and Archtics, escalating system issues as required
- Be available to work flexible hours, including weekends and public holidays
About you
- Strong communication skills, both written and verbal, with ability to communicate with clarity and confidence and effective listening skills
- Up-to-date knowledge of industry developments incorporating marketing and technological advances
- I.T. literacy essential - Windows Office Suite (PowerPoint, Word, Excel and Outlook) and familiarity with various ticketing systems, products and websites/apps
- Ability to accommodate and adapt to the changing needs of the business in a highly pressured working environment
- Strong customer and client focus with ability to maintain and build solid customer relationships
- People management and leadership skills with ability to lead by example and work together to achieve desired outcomes
- Proactive focus responding quickly and positively to ensure business deadlines and needs are met
- Commitment to the achievement of results and targets by accepting responsibility and applying effective effort and resources
- Able to travel to office minimum 3 days a week
About us
We are proud to be a part of Live Nation Entertainment, the world's largest live entertainment company. Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world's largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.
We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams.