Job Summary:

JOB DESCRIPTION – Head of Fan Experience - North America

Location: McAllen, TX

Division: Ticketmaster International

Line Manager: Vice President Fan Support

Contract Terms: Permanent

THE TEAM

The Fan Support team at Ticketmaster care passionately about our fan’s interactions across our Marketplace, none more so than the interactions with our customer support teams. And as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience by delivering exceptional service, eliminating customer pain points and driving best in class interactions with our brands.

THE JOB

In this role as Regional Head of Fan Experience you will initially report to VP Fan Support.  This is a manager role within the Ticketmaster International team, supporting the Regional and Global International Leadership team in the development and delivery of the business strategy.

You will drive the Fan Experience initiative across the North America Region, ensuring that you are measuring, reporting, and acting on fan feedback, identifying opportunities to improve our service both internally and externally specifically through fan sentiment via NPS, Customer Satisfaction and external reviews.

Leveraging your expertise in customer contact centers, you will work with global leads on contact center technology, tools and operational solutions that help future proof our business and drive efficiencies and cost savings through scale. You will also work with those global teams to ensure effective delivery both onshore and offshore partners and technology providers. Working with all teams having customers right in the center of everything we do so that our performance and KPIs are met or exceeded. 

You will demonstrate good leadership skills and the ability to combine market experience with business strategy to extract greater value to the business driving a culture of innovation and excellence throughout the workforce with exceptional leadership skills.

WHAT YOU WILL BE DOING

• Provide operational guidance and work with Managers in the assigned Region. This includes managing event related communication with staff, on sales, staff resources, and forward plans to manage workloads and peak periods.
• Promote a positive and proactive working environment for the Regional Fan Experience Team. Working across all markets to provide overall direction and leadership to the Contact Center, with a specific focus on the motivation & development of your team on to meet & exceed their objectives.
• Drive a culture of innovation and excellence throughout the Regional Fan Support Team. With a strong commitment to internal communications strategies to all staff. Mentoring, Support, and People Development
• Work with the other Ticketmaster function leads to enhance co-operation and best-practice sharing and to implement cross-company strategies to contribute to the success of the Global Ticketmaster business.
• Champion a Fan First culture, supporting the embedding of this into the DNA of our business. Improving the Fan Experience across the wider business, offering Insight from customer feedback to drive innovation, with the aim to reduce fan contacts.
• Actively participate and where appropriate lead initiatives and projects which impact the North America Region.
• Meet/communicate regularly with the VP, Director, and Managers within the region to review and report on progress towards meeting business objectives and discuss future strategic direction.
• Report up to Global FS teams, feeding back in a timely manner any required data, information or challenges faced within your region.
• Provide quantifiable data and recommendations on Fan Support matters to support and influence strategy, decisions, and initiatives.
• Ensure your business areas are continually driving efficiencies whilst achieving and exceeding their KPI and OKR goals.
• Be accountable for fan satisfaction through surveys and online feedback.
• Ensuring long term sustainability by aligning business processes to match the overall customer experience with the customer expectations.
• Manage operating cost by continuously reviewing business measures against annual budget.
• Provide service solutions for key clients and high-level business projects.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

You will be required to demonstrate a high-level of business acumen together with a strong level of sector knowledge, relating to the international ticketing and live entertainment business.

• Strong operational experience in contact center leadership
• Strong written and verbal communications skills and must be fluent in Local language with strong English skills.
• Experience with building and maintaining strong relationships with stakeholders, i.e. complex processes and discussions.
• Innovative and flexible approach – thrive to find solutions outside the box.
• Working with a sense of urgency to deliver results in a fast-paced environment.
• The ability to express business value through data.
• Team player, able to engage and motivate people.
• Results orientated, experienced in achieving targets and implementing initiatives.

YOU (BEHAVIOURAL SKILLS)

The following attributes determine how the role will be carried out and are required to be a success:

• Makes high quality decisions in a timely manner, considering both the immediate and long-term consequences of decisions.
• Asks appropriate questions to ensure understanding, to generate new ideas and innovative solutions.
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
• Organizes time effectively and plans for future needs, maximizing the use of available resources.
• Clearly conveys goals and expectations to others; steps forward to confront difficult issues.
• Paves the way for change, diminishes fear and persuades others to let go of resistance.
• Demonstrates ethical behaviours.
• Adapts own behaviour to take account of others’ expectations.
• Passionate about delivering service excellence.
• Pro-active attitude and self-disciplined
• Able to adapt to constantly changing challenges and work to deadlines.
• Strategic, enthusiastic, and positive

LIFE AT TICKETMASTER

We 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 team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

EQUAL EMPLOYMENT OPPORTUNITY

We 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 PRACTICES
The 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.