Job Summary:JOB DESCRIPTION – JOB TITLE Event Programming Team Lead, SpainLocation: Barcelona, Spain.Division: Ticketmaster International.Line Manager: Senior Manager Support & Operations, Spain.Contract Terms: Permanent 40 hours per week.THE TEAMGlobal Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe to achieve the highest levels of employee, fan & client satisfaction.EMEA Support & Operations team, a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.), in markets that operate on the Microflex platform.Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs.We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients’ and local Markets’ needs and challenges day-to-day.THE JOBIn this role as an Event Programming Team Lead, part of the Support & Operations team in Spain, you will support Ticketmaster clients in all their event programming needs.You will be responsible for direct management of the Event Programming team, providing effective leadership, direction, and motivation to meet event services standards and business wide objectives. This position involves owning the process of collecting, reviewing, and inputting accurate data into Ticketmaster ticketing systems and developing procedural best practices and standards.The Event Programming team is responsible for building events, advanced configurations, amendments management, inventory changes, price changes/promotions, quality assurance and other events updates based on work requests from clients. The team oversees that the requirements of our clients are met and supporting them when self-programming events using Ticketmaster’s product suite.We are seeking a hands-on individual who, as part of the team, can create and manage events and client contacts on a daily basis to support the team when needed. This person will also provide support during peak seasons and aim to understand the day-to-day operations of the team thoroughly.WHAT YOU WILL BE DOINGTeam leadingDirect Management of the Spain Event Programmers, promoting a positive working environment.Organize and prioritize work requests for Event Programming staff, so that client SLAs are met.Oversee and assist in the accurate and timely creation of events.Lead, organize and ensure all event programmers are continuously trained in event programming practices and tooling to manage any complexity/size event.Represent the Event Programming team in interdepartmental or international projects.Event BuildingCreation and management of events and clients contacts, as one of the team.Manage / improve client self-service initiatives.Accountable for the input of accurate event support information into the Operaitonal CRM throughout the different Event Life-cycle stages.Monitor onsales diary to ensure event builds for scheduled event on-sales are being received in time.Analyzing and ReportingOwn the achievement of the team’s KPIs and OKRsManage and Monitor Event Management quality metrics and EP discrepancies to ensure required levels of service are always provided to clients.Monitor and control Event Management Performance Metrics for making sure the workload distribution within the team is optimal.Maintain departmental documentation on events and procedures.Troubleshooting and supportCoordination of EP service with Client Support Team to ensure client satisfaction.Actively work with Fan Support team to facilitate event information as needed to answer any customer questions or claims.Anticipate problems within event building and plan contingencies and strategies to deal with them.Escalation point for client issues and resolution.WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)Strong team management skills and experience, ensuring ongoing training, career, and personal development within the team.Experience in ticketing or events industry preferred.Overall awareness of the entertainment and sports business is important.High level of English.Must be computer literate with excellent data entry and proof-reading skills.Excel knowledge at an advance level.Experience using CRMs or Customer Service Management Tools.Data driven oriented. Experience using CS KPIs and implementing a culture of metrics in the team.Quality Control experience is a plus.Must have the ability to accommodate a flexible schedule including some weekends, evenings, and holidays.YOU (BEHAVIOURAL SKILLS)The following attributes determine how the role will be carried out and are required to be a success:Good organizational skills, with a high level of attention to detail.Ability to successfully handle multiple priorities.Excellent time management skills.Eye to identify areas of improvement to thrive for service excellence.Lead by example.Ability to communicate effectively with clients and educate others in how to do it.Ability to build and foster strong trust-based relationships with internal partners across the organization.LIFE 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. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.HIRING PRACTICESThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms.
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