Job Summary:THE TEAMTicketmaster is doing something special. We are bringing together a Team of Experts to give our customers an experience unlike any other. We are breaking all the rules and putting customers first.We see our people as having interests, families, friends, dreams, and causes that are all important to them. Our focus is on the health and safety of our teammates as well as work-life balance and diversity and inclusion. From generous benefits to a variety of employee resource groups, we strive to build paths that encourage employees to stretch themselves professionally. We want to help you grow, develop, and learn new things. You are constantly evolving, so shouldn't your opportunities be, too?THE JOBThis role will be responsible for content alignment and content creation across our Global Fan Experience teams. This is not a Marketing role and will not involve Marketing in any way. This role will focus on how we communicate with fans across all Fan Experience touch points- proactively/reactively updating content for both our internal Agent Knowledge base and external Fan Facing FAQ’s, as well as agent scripting for Chat, Email, FAQ’s and other Fan touchpoints.To accomplish this, you will use your prior experience in creating content/verbiage in order to ensure a consistent Tone of Voice while delivering our message to fans across 27 markets.You will need to have a very keen eye for detail, a passion for delivering and enforcing a Tone of Voice across the business and be capable of working with multiple stakeholders across different markets.This role is a critical part of the Fan Experience team as we move towards a global, digital-first, agile Contact Centre environment.WHAT YOU WILL BE DOINGCreate, edit, translate, and proofread Fan communications (external FAQs and internal Agent Knowledgebases) as well as email/chat/SMS/other fan-facing communications as necessary.Be the Subject Matter Expert for Ticketmaster Tone of Voice across all FX Markets- providing support and guidance where necessaryRegularly check fan-facing help centers and content to ensure compliance with Tone of Voice and FX content best practices.Lead on content and tone of voice across the chatbots and scripting for chat, emails, SMS, etc. in all FX markets ensuring consistency and effectiveness.Work closely with local FX colleagues concerning their respective market content.Identify new opportunities for content creation such as an emerging social media platform (such as video, infographics, and/or decision trees). Work with external teams such as Client Development or Communications to ensure an aligned approach to any challenges.Work with team to optimize Fan facing help centers to ensure they are fit for purpose, easy to navigate, intuitive, and optimized for SEO.WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)Proven experience as a content creator (i.e. copywriter)Ability to translate multiple languages; English a must, German, Swedish, Dutch preferredStrong communication and organization skills, detail-oriented and self-motivated. Proficient in Microsoft Word, Excel, PowerPoint and Outlook.Ability to work in a fast-paced environment with frequent deadlines. Ability to maintain good working relationships with co-workers, clients, customers, and management.Effective presentation and facilitation skillsCollaborative work style with ability to solicit input, influence, and support decisionsPositive attitude, willing to learnExceptional attention to detailDemonstrable proofreading and editing abilityYOU (BEHAVIOURAL SKILLS)Motivated Learner – An individual motivated by new challenges and opportunities. One who is always willing to take on more responsibility and not shy away from areas where learning is required. A leader who can take on areas of great opportunity and drive the change required for improved results.Collaborate with others; share information openly; listen and take time to empathize and understand where others are coming from; show recognition and appreciation for the contributions of others.Demonstrated ability in leading on Content.Motivation to improve and guide operational and technical change that will improve fan experience and satisfaction.Results driven, energetic, creative, and hardworking, with a commitment to the highest quality of care and serviceLIFE AT TICKETMASTERWe 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. If you’re passionate about 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.Our work is guided by our 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 teamIntegrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we representBelonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thriveEQUAL EMPLOYMENT OPPORTUNITYWe are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations.#TMjobs #Hybrid #LI-AH1
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