Head of Fan Experience

Job Summary:Head of Fan ExperienceCompany: Live Nation      Location: LondonReports to: Customer Experience DirectorWorking hours: Full timeThe Role We are looking for a Head of Fan Experience to be the driving force behind our customer service and fan experience, working across the business with a focus on customer contact, care and insight. The Head of Fan Experience will be the subject matter expert on all thing’s customer service and experience, with a key focus for this role will be driving end to end customer care across our touring and venue business whilst offering subject matter experience support to our festival teams as needed. You’ll establish processes and systems to manage the customer experience to mitigate risks to the customer experience as well as robust and effective guest recovery when things to go wrong.This role will measure and react to trends in our own data as well as the industry as a whole to keep a finger on the pulse of broader, cross sector customer experience best practice.What it’s like to work in the team The new role of Head of Fan Experience will be an integral member of the Customer Experience team at Live Nation, where our shows and events are as diverse as the individuals within them. With a positive and supportive approach, the successful candidate will work collaboratively to contribute to our core values of excellence, inclusivity and putting the Fan First across our estate.The visitors to our venues and festivals are more than customers, they’re our Fans. They are at the heart of everything we do. Our mission is to ‘put fans first and deliver world class experiences.’To do this we strive to always embody our Fan First Values:We Care: We genuinely care about our Fans as individuals and strive to go above and beyond their expectations. We understand what is important to our customers, stakeholders, and teams.We make it relevant: We deliver the products, services and experience that are right for our fans and that enhance their experience. We focus on the task that will make a difference to the business.We communicate: We embody great communication at all times. We are polite, courteous and are fluent in our brand language. We work collaboratively and share best practice.We take ownership: We take ownership, responsibility, and accountability to get the job done. We do what we say we’re going to do and work together to solve challenges and exploit opportunities.We add value: We focus on the detail that drives enhanced commercial performance and efficiencies. We are bold, brave and constantly self-review to ensure we’re always adding value.We do what’s Right: We drive a culture of inclusivity, diversity and sustainability. We stand by our principles and work towards making our venues and festivals world leaders in accessibility, inclusivity and sustainability.Competencies / Skills / Knowledge / ExperienceA background in leading high quality and high-volume customer services from pre purchase, to post visit across a complex business.Significant experience in customer complaint and case management and resolutionExperience in customer review, sentiment measurement, and customer insight and analysis is essential.Robust experience using customer service CRM solutions – preferably Zendesk.Able to establish customer-centric processes and work flows and taking a metric/KPI based approach to measuring success.Confident in being the point of escalation for customer issues and able to proactively and with empathy effectively resolve complex customer issues.Ability to visualise data clearly and effectively for various audiences.People development, performance management and coachingAbility to work in high pressure situations, including high level skill in trouble shooting and problem solving.Eye for detail and confident in delivering robust and scalable processes.Excellent organisation, verbal and written communication skillsGood working knowledge of MS officeBehaviorsThe following attributes determine how the role will be carried out and are required to be a success:Passionate about delivering engaging and memorable customer experiences.Excellent interpersonal and relationship building skills.Customer Focus with a passion for customer service and putting the fan at the heart of the business.Ability to foster problem solving between teams and stakeholders, and to arrive at a solution that will contribute to the overall achievement of our goals.Ability to communicate, inspire and motivate all levels of teams.Resilient, resourceful and tenaciousWhat the role includes?Development of multi-channel customer contact function across touring shows and venues- establishing processes and ways of working with internal and external stakeholders including promoters, ticketing and venues.Working closely with Ticketmaster and/or other ticket agents and venues.Through the Accessibility Manager uplift and enhance the end-to-end access customer experience across touring and venuesSupport festivals, where required on customer contact and complaint/case resolution.Gathering customer feedback and insight, utilising this to influence business strategy and tactics.Using customer experience Key Performance Indicators to monitor, react to and celebrate trends as appropriate in the customer experiences we deliver.Procurement and sourcing of products and suppliersWorking closely and collaboratively within the customer experience team to ensure the full estate approach is aligned.Acting as internal subject matter on customer contact and complaint resolution and mitigationDelivering and supporting the delivery of customer experience projects across the estate and developing central guiding principles for our fan experience across the businessChampion a Fan First approach to our customer experience and act as a ‘critical friend’ to our venues and festivalsEqual opportunitiesWe are passionate and committed to our people and go beyond the standard 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 home life. As a growing business, we’ll 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.Reality checkWhile this is a great opportunity in an exciting industry, this is not just a chance to see shows for free! The role is not your ordinary nine-to-five, and the industry is demanding, with sometimes long and unsociable hours. The excitement and energy of the shows and events we create comes from the hard work and dedication we commit to our work, and this position is no exception so get ready to bring your very best to the role.#LI-SL1Our companyLive Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide.  Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information, visit www.livenationentertainment.com.APPLICATION DEADLINE: 22ND JANUARY 2024. We reserve the right to close applications at any time.