Client Services Specialist

Job description

Job Summary: JOB DESCRIPTION - CLIENT MANAGER Location: Cebu, Philippines Division: SM Ticketmaster Line Manager: Senior Client Manager Contract Term: Permanent, 40 hours per week This role will be supporting onsite for our Cebu operations. THE TEAM The Client Management team is 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 process are delivered to ensure not only a positive client experience but also positive 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 JOB The 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 sharing knowledge, information and valuable client feedback with other colleagues (both local and interstate) 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 both in the primary and secondary ticketing market. Client Management Best Practice – to ensure that ticketing service delivery aligns with the most effective, efficient, and highest quality delivery possible including communication internally and externally, and the use of internal documents, policies and procedures. Client Relationships – Develop and grow relationships with existing and potential clients. The Client Manager will establish and maintain a network of industry contacts as an ambassador for Ticketmaster. Revenue Growth – identify opportunities to grow ticket sales, revenue and ancillary revenue through product, technology and marketing initiatives. New Business opportunities – identify new business and assist the Sales and Business Development team in securing new business in the primary and secondary ticketing market. Mentoring Client Managers – Mentor and guide the Client Management team to motivate high performance and work enjoyment; cultivate an environment of innovation and fun; and to maintain a high level of enthusiasm for events. WHAT YOU WILL BE DOING Client Management 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. You will maintain current knowledge of Ticketmaster’s technology advances and marketing initiatives to ensure the most up to date and relevant information can be communicated to clients both specific and general. 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. You will identify new business opportunities and participate in the presentation with new Clients. 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. You will resolve disputes or conflicts with clients. In conjunction with the Marketing Department, you will develop marketing initiatives specific to client needs to maximise ticket sales. Communicate and assist with the Business Development Manager and Customer Service to plan event building whilst ensuring that deadlines for on sales are met. You will 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, catering, banking, on-line credit card facilities, merchant numbers, codes, service charges and settlement arrangements) are finalised prior to ticket sales commencing. Working with the Business Development Manager you will ensure that Ticketmaster has a signed Ticketing Agreement with the client for the respective Event(s) prior to ticket sales commencing. At every opportunity, the use of new products/functionality should be enthusiastically embraced and opportunities for innovation should be encouraged. You will develop post event reports that are relevant to each client and are presented with professionalism in every instance. You will be required to ensure Corporate Services are fully informed of all financial arrangements and both Ticketmaster and the client meet their financial obligations under the contractual arrangement or letter of agreement. You will entertain clients and attend client functions and launches as required, and which maybe outside normal business hours. You will arrange and/or facilitate presentations using Ticketmaster technology for existing and potential clients. You will actively support new initiatives and product developments. Carry out other duties that may be required by the General Manager. You will provide support and coverage for the General Manager as required. Client Relationships You will be responsible for establishing and maintaining relationships with all key local clients. You will represent Ticketmaster at networking functions with key clients if/when required. Proactively maintain existing industry network contacts and grow the network contacts where possible to provide industry information, be aware of venue/event opportunities, and to be an Ambassador for Ticketmaster in the local industry. Mentoring Client Managers You will mentor and guide the local Client Management team to ensure active communication, improved technical knowledge and ability, development of interpersonal skills and a greater understanding of Ticketmaster culture and values. To adhere to quality management, safety and environment company policies WHAT YOU NEED TO KNOW Customer / Client Focus Extensive ticketing and client relationship experience ensuring Ticketmaster’s 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. Assist with the development of clear written policies and procedures for Client Managers. 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. People Management & Leadership Proven staff management and delegation skills. Set an example for staff in the office. Effectively manage the professional requirements of Ticketmaster’s internal and external customers. Lead by example; gather support from staff and work together to achieve desired outcomes. Research/Analytical Experience developing and implementing strategic plans. Maintain up to date knowledge of industry developments incorporating marketing and technological advances, both internally and externally. Initiative Ability to recognise and pursue new business opportunities. Possession of “natural energy” with a proactive focus responding quickly and positively to ensure that business deadlines and needs are met. Computer literacy I.T. literacy essential - Windows Office Suite (PowerPoint, Word, Excel and Outlook) Familiarity and aptitude with a significant number of different ticketing systems, products and websites/apps including current database management systems and Ticketmaster programs and reports. Typing skills with high accuracy. Negotiation Conflict resolution skills. Oversee all aspects of the contracts for specific client base and recognise the need to be flexible whilst still achieving Ticketmaster and client objectives. Results oriented 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. 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. #SMTM #LI-Onsite #LI-NL1 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.