Client Account Manager - Event Ticketing

Location: London, United Kingdom.

Division: Ticketmaster UK

Line Manager: Senior Client Account Manager

Contract Terms: Permanent, Full-time

THE TEAM

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

THE JOB

This position would suit a highly motivated and conscientious individual with solid experience in the ticketing industry, who is looking to further develop their career with a diverse range of clients.

The Client Account Manager - Events, Attractions & Sport handles a variety of accounts of our clients and system venues by providing pro-active, customer and business-focused Client Account Management across Ticketmaster’s client base, whilst promoting the highest standards of customer service at all times. The overall aim of this role is to achieve the operational, financial, and business objectives of the Company.

Ticketmaster UK, 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

• To satisfy, retain and develop current or future client relationships by ensuring good levels of communication with venues and promoters whilst providing system support and query resolution
• To develop and maintain an in-depth understanding of each client’s business needs whilst identifying potential new business opportunities or improved efficiencies through the application of new technologies or operational practices
• To regularly review and update all client information/deal sheets in conjunction with the Client Services Manager to include contractual information and service charges applied therein
• To take ownership of, and responsibility for, online presales and onsales as directed by the Client Services Manager
• To ensure that all event-related information is communicated speedily and accurately in a way that ensures that the information is clearly received and easily understood by all relevant parties (internal and external)
• To manage events and event delivery on the HOST and Universe ticketing systems, including Livestream events
• To effectively monitor and control available ticket inventory with a view to maximising its retail potential
• Efficiencies: to work with colleagues and clients to continuously improve processes, maximise cost-savings, and strive for cost-effectiveness in everything we do
• To take ownership of, and responsibility for, all cancelled/amended events to include, but not limited to, identification of all affected customers and agreed communication procedures with customer services
• To develop and maintain effective teamwork within the department across genres, and between the various departments and premises of the Company to include, but not limited to, Client Development, Marketing, Event Programming and Customer Service teams
• To manage, process and respond to all in-bound client-related communications in an efficient and courteous manner whilst adhering to any service level agreements (internal/external)
• To produce for review, a weekly report of client activity and updates as directed by the Client Services Manager
• To plan, manage and attend event-day box offices (venue based) in conjunction with the Client Operations Manager, and Field IT, as directed by the Client Services Manager
• To plan, manage and monitor livestream event delivery (remotely) as directed by the Client Services Manager
• To recognise and embrace the operational requirements of the Account Management Team through a flexible approach towards hours of work and location of duties to include participation in a shift system of work as directed by the Client Services Manager.
• To comply with all Company policies as directed by the Human Resources Manager to include, but not limited to, the Company’s Health and Safety Policy
• 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
• To undertake any other relevant duties which fall under the general scope of this role as directed by your immediate Line Manager or a Director of the Company
• To undertake any other relevant duties which fall under the general scope of this role as directed by your immediate Line Manager or a Director of the Company

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

• Ticketing systems experience essential
• Proven extensive commercial experience of the Ticketing Industry

• 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:

• A highly motivated and conscientious individual
• Excellent communication, 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 telephone manner
• Confident in dealing with the general public face to face
• Good organisational skills, with a high level of attention to detail

LIFE AT TICKETMASTER

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.