Job Summary:

Department: Fan Support

Location: Manchester, England

Reports to: VP, Strategy, Change & Analytics

Working hours: Permanent, Full-Time

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

Reporting to the VP, Strategy, Change & Analytics, the purpose of the role is to drive the high-quality development of data, reporting & insights that underpin the growth and success of Fan Support (FS) e as well as input into business projects and strategy.

You will be responsible for reporting and presentation of FS data and performance across the entire Global FS estate. In order to ensure accurate, effective and timely provision of this data you and your team will create reporting dashboards, regular monthly reports and bespoke reports. All of this will be underpinned by a robust datasets and data tables to ensure complete confidence in the information presented and shared.

You will be expected to determine your teams and your own workload and roadmap; working with other teams to prioritise their requests whilst also reviewing the bigger picture to drive overall improvements to our Business Intelligence.

As well as your direct line manager, you will assist the EVP, Fan Support and the FS team to supply data and make recommendations that improve the Fan Experience.

WHAT YOU WILL BE DOING

• Manage a small team of reporting administrators, providing relevant support, coaching and guidance.
• Build an insight capability to enable FS to identify opportunities to improve fan outcomes and / or FX cost performance, including the support for detailed root cause analysis and playing an integral part in an end-to-end continuous improvement framework.
• Define and Implement data strategy and data warehousing arrangements to ensure that FX data is structured, available, and with clear definitions in place.
• Define the reporting requirements for FS and build a reporting suite of metrics, connected to FX financial and commercial outcomes, supported by clear and agreed KPI definitions to provide a ‘single source of the truth’ for FS performance.
• Be responsible for scheduled weekly, bi-weekly, monthly and annual reporting, providing accurate and effectively presented data on time.
• Ensure any data that is not centralised and therefore must be captured from within markets is accurate and received in a timely manner.
• Deliver reporting functionality to help combine data from multiple, disparate sources across the business to give a clear view across all markets.
• Use reports and other data to create clear and concise presentations, displaying research findings to be consumed at varying levels within the business, including Senior Management and Execs.
• Provide actionable insights as well as recommendations for change by extracting, interrogating and analysing data to put forward business cases for change and support business decision making.
• Build and maintain effective working relationships with key stakeholders across all our Global market teams and Fan Experience units.
• Provide quantifiable data and recommendations on customer experience matters to support and influence organisational strategy, decisions and initiatives

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

Essential

• Passion for the customer and constantly curious.
• Experience in a role where analysing data and processes was a key responsibility.
• Experience in a role when excellent attention to detail was important.
• Experience of working to tight deadlines and changing pressures.
• Numerate and logical; adept at performing basic statistical analysis.
• Demonstrable ability in interpreting and analysing data and to identify trends.
• Excellent knowledge of using Microsoft PowerPoint & Excel and creating professional presentations.
• Excellent communication skills and the ability to understand people’s needs and solve problems.
• Comfortable and confident in challenging and questioning the norm.

Desired

• Experience of provision of Management Information reporting in a multi-channel Contact Centre.
• Experience of working with centralised reporting platforms (e.g. DOMO, Tableau).
• Experience of working with all or some of the following tools (particularly in a reporting capacity); Five9, Zendesk.

YOU (BEHAVIOURAL REQUIREMENTS)

• Strong communication skills with ability to translate complex ideas into easily understood insights.
• Can-do attitude and the determination to achieve results.
• A focus on meeting company set KPIs.
• Motivated by targets and tight deadlines - shows a sense of urgency.
• Analytical mindset but always mindful of the commercial applications of the data.
• Enjoys working at pace in a fast moving and constantly changing environment.
• Good attention to detail and takes responsibility for the accuracy of their work.
• Ability to connect ideas and do things differently.
• Productive team member, collaborating with all teams and at all levels of the organisation.

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 OPPORTUNITIES

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.

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Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.