Job Summary:WHO ARE YOU?Do you enjoy live events? Do you excel in fast paced, creative environments? Then you’re in luck! We are looking for a highly motivated self-starter who embodies both a passion for music and a love of the live event experience. Is this you? Read on…WHO ARE WE?Vibee is a global travel experience company, providing exclusive hotel & ticket packages to the best music festivals, concerts, and destinations worldwide. We connect global travelers & music fans to curated Vibee destination experiences, as well as events from our exclusive partners like Live Nation, Insomniac Events, C3 and more. This is a unique opportunity to join our team of passionate travel experience creators with Vibee and catch the buzz!THE ROLEVibee is seeking a highly motivated and proactive Fan Experience Manager to join the Fan Engagement Team. The Fan Experience Manager will play a crucial role in facilitating and leading the fan communications for Vibee, which includes collaboration on marketing or pre-purchase communications, enhancing customer satisfaction throughout the purchase conversion and post-purchase stages, maintaining strong relationships, supporting pre, during and post event communications, and driving customer retention and sales goals. They will collaborate with Executive Producers, Senior Leadership, and Coordinators across all departments to provide exceptional real-time support using our customer support platforms, including Freshdesk, Hive, and other tools and resources at your disposal.This role requires an understanding of various industry demographics, a proactive, customer-focused mindset, exceptional communication skills, and the ability to thrive in a fast-paced environment. This position will answer inbound calls, emails, and chats from customers from around the world and handle various types of requests that require different levels of trouble-shooting, all while providing exceptional service and working towards a goal of one contact resolution. This position reports jointly to the Senior Director, Business Operations and Senior Vice President, Business Operations.RESPONSIBILITIESCustomer Service and Support:Creatively solve problems, maintain customer relationships, and improve customer retention and sales goalsCollaborate with the Executive Producers, Senior Leadership and Coordinators to provide real-time support via FreshdeskManage the operation of Vibee's customer support platform and ensure timely and courteous responses to all inquiriesWork with various departments to provide concierge or enhanced CX support to purchasers and meet fan needs, upon requestGather information, identify trends, and suggest suitable options and upgrades to enhance the customer experienceEnsure accurate information online and resolve ticketing and package issuesCraft brand and event specific email communications for customers, delivering tailored messages, updates, and exclusive offers to create a personalized and engaging experience Operations/Logistics/Strategy:Promote a vision and strategy for Vibee's customer experience, emphasizing learning and teachingOptimize customer experience channels and ensure accurate routing of inquiriesEstablish key performance indicators and measure team performance goalsReview and edit concert and festival websites and marketing materialsLead on the creation of CX FAQ for each curated or integration event, for use by the FX/CX team members as well as fan-facing on the event websites and Vibee platformProvide operational or information-based recommendations to producer and talent teams based on feedback and queries received from fansCollaborate with producer and talent teams to understand our event proposition and ensure that fan questions are proactively addressed in marketing and event materialsDevelop operational plans and policies for customer-facing operationsEscalate and resolve customer complaints and concernsImplement efficient operational plans and proceduresCollaborate with other teams on operational initiatives Budgeting/Reporting:In collaboration with the Senior Producer, ensure that onsite customer service needs are factored into event budgets and onsite staffing levelsSupporting the Senior Producer, manage event budget preparation, forecasts, and final cost reports.Oversee onsite production advances within budget and deadlines Staffing/Training & Development:Oversee recruitment, onboarding, and payroll coordinationPartner with the recruitment team for staffing, hiring, and training of seasonal staffManage and inspire the CX support teamCollaborate with producer teams to support onsite CX needsDrive continual improvement in the customer experienceObtain customer feedback and implement customer review strategiesManage communication platforms and handle customer inquiriesGenerate reports and address common issuesHandle complaints, refunds, and escalationsCollaborate on show-specific training materialsUtilize data to enhance efficiency and propose staffing modelsAdhere to all company and departmental processes, procedures, and policiesFlexibility to perform other job-related duties as requiredQUALIFICATIONSBachelor’s degree or equivalent.4+ years of experience in hospitality, live events, or customer service industryExperience as a customer service or box office supervisor / team lead is considered an assetExperience using Microsoft Office and G-Suite programsMust be able to perform in a fast-paced, multiple-demand work environmentExcellent oral and written communications and organizational skillsMust have problem solving skills, active listening skills, and be able to multitaskWORK ENVIRONMENTAble to sit for extended periods and remain in a stationary position for more than 50% of the time, limited standing and walking throughout the dayAble to operate computers and office equipment, and heavy phone handling for up to 8 hours each dayAble to talk on the phone for long periods of timeExposed to office environment conditions with mid to high noise levelsMay be required to occasionally lift up to 10 poundsMust be willing to work during evening and weekend hours, as required, to meet deadlinesApplicants for employment in the U.S. must possess work authorization, which does not require sponsorship by Vibee for a visa.EQUAL EMPLOYMENT OPPORTUNITYVibee strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.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.Vibee recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Insomniac 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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