Job Summary:THE JOB Reporting to the General Manager – Client and Fan Services, you will be responsible for the management of a successful and highly driven Fan Experience team who operate across our Australian and New Zealand operations. You will directly manage the Fan Experience Coordinator along with our team of casual staff to deliver the highest possible level of service external customers and internal stakeholders within the agreed overall objectives of the business.You will act as the customer’s advocate in any internal planning and product discussions and will ensure that we have the right tools in place to effectively and efficiently handle customer enquiries.You will lead our transition to a fully digital Fan Experience operating model and embrace building out the ability to scale our operations and team as the business looks to expand.You will be expected to build and maintain strong relationships amongst the Moshtix team, with your local counterparts at Ticketmaster and amongst the global Ticketmaster Fan Experience community and champion the core values and processes of the wider business within the Moshtix team. WHAT YOU WILL BE DOING This is a hands-on role that will require a mix of strategic thinking, operational execution and strong leadership of your team.Team: Provide exceptional and proactive day to day support to a dynamic fan experience team. Tasks include casual staff hiring, rostering, budgeting & forecasting, building relationships with key clients, maintaining our online Help Centre, knowledge of events and on-sales to provide correct information to your team, problem solving and support, and developing fan experience strategies with the senior leaders in the business. You will act as the escalation point for customer and liaise with relevant agencies and peak bodies to find a mutual resolution. You will be required to be available as an escalation point for any irregular but critical activities outside of normal business hoursStaff Training: Prepare and action staff training for new casual team members on our own in house ticketing platform, our customer enquiry portal (Zendesk), Microsoft Office software, phone system and training of new company features for long standing team members. Systems: Evaluate, refine and implement systems that will contribute to the delivery of Fan Experience excellence.Reporting: Develop and distribute performance reports to Senior Management and other internal stakeholders identifying the Fan Experience functions performance against agreed standards and BudgetDepartment Support: Help all Moshtix departments by providing customer insight and implement and communicate Fan Experience processes to the wider business. Liaise with the global Ticketmaster Fan Experience team to develop and deliver global best practices, share appropriate knowledge and insight, and build Fan Experience awareness.Project Support: Play an active role in nominated key projects that we undertake from time to time to drive the business forward. This could include projects that involve improvements to our ticketing platform, reviews of customer service processes. WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)3+ years’ experience in a similar role with a proven track record in managing and encouraging strong and positive team relationships. Experience in ticketing, live events, promoting, ecommerce business, media or entertainment industries preferred.Excellent interpersonal skills and ability to manage, develop and inspire employees.A passion for providing excellent customer service. You will understand the value our Fan Experience department can provide in an industry like ours, and will ensure our customers are serviced to the highest level at all times, and our reputation in market is constantly enhanced. You will recognise the value of proactive face to face interaction with staff and clients and are equally effective at managing up (management), across (clients, industry peers), and down, (junior staff, casual staff). Must be fluent in English.Strong written and verbal communications skills.YOU (BEHAVIOURAL SKILLS) Proactive, driven and highly organised, able to self-start and manage an ongoing projectThe ability to build and maintain interpersonal and professional relationshipsA highly motivated and conscientious individual with the ability to use self-initiativeA strong team player able to work with different internal departments and external partiesStrong sense of commitment to work and teamDemonstrates ethical behaviours.High energy and a personality that thrives in a fast-paced, changing environmentStrong attention to detailAsks appropriate questions to ensure understanding, in order to generate new ideas and innovative solutions.Carefully weighs the impact of a broad range of related issues or factors.Excellent time management skills and ability to multi task and work under pressureAnalytical mind and proven problem-solving abilityStrong use of initiative and can think on your feetAbility to forward plan and think strategicallyPaves the way for change, diminishes fear and persuades others to let go of resistance.Promote a positive working environment.Clearly conveys goals and expectations to others; steps forward to confront difficult issues.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 OPPORTUNITIESWe 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.CULTUREWe have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.You would have got a first feel of what it is like working at Ticketmaster through our career site and looking at our Ticketmaster Values. Are you ready to start your journey with us? One of your first stops would be our Going Live Session, our own way of welcoming you to Team Ticketmaster.ABOUT TICKETMASTERTicketmaster is the world’s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centres and theatres, Ticketmaster now processes over 500 million tickets. As part of Live Nation Entertainment, the largest live entertainment company in the world, Ticketmaster is traded on the New York Stock Exchange as NYSE: LYV.Ticketmaster operates in over 30 countries across North America, South America, Europe and Asia Pacific. Overall, the company employs over 6,500 individuals. Ticketmaster was established in Phoenix, Arizona in 1976.#LI-NL1#MOSH#LI-Hybrid
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