Client Manager

The Support and Operations team are responsible for the delivery of exceptional ticketing service to clients (Venue & Promoter) through the effective management of client requirements.

Working closely and collaboratively with both clients and internal stakeholders ensuring systems and processes are delivered to ensure not only a positive client experience but also a positive customer experience .

The 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 JOB

The Client Manager works as a team member within the Support and Operations team sharing knowledge, information and valuable client feedback with other colleagues to assist in the formulation and implementation of strategies that create an outstanding ticketing service to our clients . The Client Manager must maintain and nurture client relationships to ensure their ongoing development by providing optimum benefits from Ticketmaster technology and marketing initiatives.

WHAT YOU WILL BE DOING

Direct responsibility for overseeing the management of a specific client base to develop and maintain excellent client relationships whilst ensuring that all contractual obligations are understood and achieved. From time to time this client base may be amended due to business needs.

Meet and exceed the client service level agreements and educate clients within procedural guidelines or product updates/new features to ensure a complete solution to their service or technical questions.

Plan and deploy ticketing strategies for future events including revised reporting opportunities.. You will have working knowledge of various ticketing systems and access control support to suit the needs of the clients and event day operations which can include various ticketing models such as season ticketing.

Work closely with internal departments to ensure they 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 . Consult with clients and internal departments to understand their business initiatives and how our solutions can assist them.

Ensure staff in Groups, Contact Centre, and Box Office teams 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.

Develop clear policies and procedures for Client or Venue Box Offices. Furthermore, the Client Manager will work closely with Venue/Client Box Offices and support areas ensuring they are properly set up and appropriately rostered with fully trained staff to provide the maximum level of service. This is done either as part of the role of Client Manager or if possible , done through team coordination with a local Box Office Manager. Certain Events and/or Clients will require the presence of the Client Manager on-site during the event

Work closely with the Marketing Department, developing marketing initiatives specific to client needs in order to maximise ticket sales. You will also be required to develop post event reports, event analysis and provide recommendations for future events.

Ensure the coordination and direction of all parties involved in ticketing and box office including all Ticketmaster personnel and financial arrangements (armed money escorts, security, working environments, banking, on-line credit card facilities, merchant numbers, codes, service charges and settlement arrangements) are finalised prior to ticket sales commencing