Job Summary:

JOB TITLE:          SENIOR CLIENT MANAGER

Location:             Manila - Philippines

Contract Term:   Full Time

Department:       Client services

Job overview

We are seeking a highly skilled and experienced senior client manager to join our client services team in Manila. The client services team is responsible for the delivery of exceptional ticketing service to clients (Venue & Promoter) through the effective management of client requirements.

This role, working for a ticketing business, will work closely and collaboratively with both clients and internal stakeholders ensuring systems and processes are delivered to ensure a positive client and customer experience. 

The client services team are key to maintaining a strong and connected client relationship and plays a critical role in the development and implementation of ticketing strategies to maximise sales.

The position

The senior client manager provides effective leadership, direction and motivation of staff in order to meet client standards and corporate objectives and will also work as a team member within the client services team and to assist in the implementation of strategies that create an outstanding ticketing service to our clients. 

You will maintain and nurture client relationships to ensure their ongoing development by providing optimum benefits from the company technology and marketing initiatives for the ticketing business.

Key responsibilities

• You will be proactive in the management of a specific client base and develop long-term partnerships with clients which ensuring contractual obligations are understood and achieved. 

• You will provide mentorship and training to client managers (manage where required) in delivering a high-quality service to other clients as required.

• You will plan and deploy ticketing strategies for clients ensuring improvements and recommendations are applied from previous years’ events.

• Keep abreast of external trends in the marketplace to enable informed advice to be given to clients and to promote development of internal strategies to optimise client relations.

• You will manage client relationships whilst ensuring that all contractual obligations are understood and achieved. The client will need to be fully informed of all financial arrangements under the contractual arrangement or letter of agreement.

• You will ensure all relevant staff are kept fully informed about upcoming events and services that have been committed to clients.  Accordingly provide all necessary information and assistance to these departments in their planning so all client deadlines are achieved.

• You will ensure all relevant staff have accurate information and are sufficiently briefed, effectively trained, motivated and empowered to make decisions within their respective areas when performing duties related to event management to ensure the provision of excellent service to patrons.

• You will work closely with venue/customer service and support areas are properly set up and appropriately rostered with fully trained staff to provide the maximum level of service. Certain events and/or clients will require the presence of the client manager on-site during the event.

• You will assist in the development of clear policies and procedures for client managers and for venue/customer service.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

Customer / Client Focus 

Extensive ticketing and client relationship experience ensuring internal and external customers’ needs are continually satisfied. Maintain and build of strong customer relationships with current and future clients.

Communication

Demonstrating strong communication and presentation skills, both written and verbal. Strong ability to communicate with clarity and confidence business developments and each client’s requirements and deadlines to internal and external customers.  Effective listening skills are also paramount. The ability to effectively handle difficult conversations is a key communication requirement.

Flexibility

Demonstrated ability to accommodate and adapt to changing needs of the business in a highly pressured working environment. At the same time, proven ability to adhere to set guidelines and process adherence.  Deal with higher-level complaints and recognise the need for flexibility where applicable.

Negotiation

Conflict resolution skills. Oversee all aspects of the contracts for specific client base and recognise the need to be flexible whilst still achieving client objectives.

Results orientated

Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and applying effective application of effort and resources, combined with passion, belief and energy.