Job Summary:JOB DESCRIPTION – EVENT SUPPORT Manager Location: BerlinDivision: Ticketmaster InternationalLine Manager: Regional Operations DirectorContract Terms: PermanentTHE TEAMGlobal Client Support & Operations Organization has the mission to build a global support & operations centre 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.International Client 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.).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 JOB In this role as an Event Support Manager, leading a team of Event Support Specialists in Germany and Austria, you will support Ticketmaster clients in all their event management needs. You will be responsible for direct management of the Event Support Specialist team and the process of event management workflow within your markets. The Event Support team is responsible for building events, making updates to events based on work requests from clients and supporting clients that self-program events using Ticketmaster’s product suite in Germany and Austria.This role works closely with the Client Support Lead and the Regional Operations Senior Director to ensure efficiencies are achieved between Event Management and Client Support.This position involves owning the process of collecting, reviewing, and inputting accurate data into Ticketmaster ticketing systems and developing procedural best practices and standards, in partnership with the Director Client & Event Support International. The tool knowledge set for the position includes Microflex and Microflex applications but is open to incorporate other ticketing platforms that will form part of the development of Ticketmaster’s product suite.WHAT YOU WILL BE DOING Direct management of the markets’ Event Support Specialists, including providing mentoring & training (initial and ongoing) to Event Support staffManage and Monitor Event Management quality metrics and EM discrepancies, reviewing Event Management Performance Metrics provided by Regional LeadershipCoordination with Client Support Team for clients to ensure client satisfaction.Develop and maintain excellent client relationships.Escalation point for client issues and resolutionOversee and assist in the accurate and timely creation of events by Event Support SpecialistsOrganize and prioritize work requests for Event Support Specialists with focus on prioritization as related to Client/Event priority scales definedAdvise/educate clients within procedural guidelines to ensure accuracy and accountability in event building processManage / improve client self-service initiatives as directed by Regional Operations Senior Director and Director of Client & Event Support InternationalOwn at market level the development and implementation of Event Management best practices in close partnership with other Event Support Leads and the Director of Client & Event Support International.Accountable for the input of accurate event support information into Salesforce throughout the different Event life-cycle stages.Actively work with Fan Experience team to facilitate event configuration information as needed to answer any customer questions or claimsReceive continuous training on new product and features and how they need to be operatedWHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)Minimum of one-year supervisory experience preferredMinimum of three years’ experience relating specifically to Event Support, Ticketing or equivalent environmentService oriented, with strong organizational and communication skillsAbility to communicate effectively with clientsCertain degree of creativity, latitude, and problem solving is requiredExcellent written and oral communication skills, good organizational skills, attention to detail, ability to multi-task in a fast paced, high volume and pressurized environmentMust have the ability to accommodate a flexible schedule including some weekends, evenings, and holidaysMust be computer literate with excellent data entry and proof-reading skillsGerman and English professional language skillsYOU (BEHAVIOURAL REQUIREMENTS) The following attributes determine how the role will be carried out and are required to be a success:Lead by exampleTeam player offering proactive support to colleagues.Eye to identify areas of improvement to thrive for service excellence.Highly curious in learning how TM Operations Products workCarefully weighs the impact of a broad range of related issues or factors.Asks appropriate questions to ensure understanding.Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.Organises time effectively.Demonstrates ethical behaviours.Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organisation. A skilful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic.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 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.#TMjobs #Hybrid #LI-AH1
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