Job Summary
Company: Ticketmaster
Department: Ticketmaster Sport
Location: Stoke-on-Trent, London, or Manchester, United Kingdom (Hybrid)
Working hours: Permanent, Full-Time
The Team
The Client Account Manager will provide proactive, customer and business‑focused Client Account Management across the Ticketmaster Sport client base, whilst always promoting the highest standards of customer service.
The Job
The Client Account Manager will assist in achieving the operational, financial and business objectives of the Company as defined within the Company’s Mission Statement or as directed by the Managing Director of Ticketmaster Sport.
Ticketmaster, part of Live Nation Entertainment, is the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, eCommerce and artist management. Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans before, during and after the event.
What You Will Be Doing
* Develop and maintain an in‑depth understanding of each client's business needs whilst identifying potential new business opportunities or improved efficiencies through the application of TM technologies or operational practices.
* Develop an in‑depth understanding of our products/services and their technical aspects.
* Provide clients with technical guidance and best practices to maximise the value of our offerings.
* Troubleshoot technical issues and coordinate with internal teams to resolve them efficiently.
* Collaborate with clients to create and implement a tailored account strategy.
* Ensure clients are aware of new product features and updates.
* Handle phone calls and queries from all clients; ensuring effective communication with venues.
* Develop client relationships through answering queries, providing systems support, and liaising with other departments to ensure clients’ needs are met.
* On‑site support (e.g. project go‑live support, application & process troubleshooting and needs analysis activities).
* Liaise with relevant departments regarding client queries and sales enquiries.
* Ensure that relevant departments, including Client Services staff and TM Online staff, are always fully informed in advance of forthcoming on‑sales with relevant event information. Ensure that specific client information is accurate, up to date & accessible.
* Provide support and training to new members of the department, clients and any other member of the TM group.
* Provide reporting to relevant Senior Management and Directors relating to site visits.
* Produce, for review, a weekly report of client activity including ticket sales as directed by the Senior Client Account Manager.
* Carry out ad‑hoc and account management duties as required.
* Achieve goals and targets set by the Senior Client Account Manager.
* Promote and offer the highest level of customer service standards always to both internal and external customers.
* Recognise and embrace the operational requirements of the Account Management Team through a flexible approach towards hours of work and location of duties, including participation in a shift system of work as directed by the Senior Client Account Manager.
* Continuously seek ways in which to improve personal, team and business performance.
* Assist with, and contribute to, the day‑to‑day administration of the Account Management Team under the guidance of the Senior Client Account Manager.
* Comply with all Company policies as directed by the Human Resources Manager, including but not limited to Company Health and Safety Policy.
* Maintain a clean, tidy, safe and secure working environment.
* Ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs.
* Keep expenses to a minimum and use the most cost‑effective means of travel and accommodation to visit clients.
* Represent the Company at functions, events and PR visits whilst ensuring that all business‑related topics and agendas are communicated to relevant managers and Directors.
* Undertake any other relevant duties which fall under the general scope of this role as directed by your immediate Line Manager or a Director of the Company.
What You Need to Know (Technical & Behavioural Skills)
* Experience of working in a ticket office, ideally in a major sports venue, would be advantageous.
* Proven experience in XR Systems and some Ticketmaster experience.
* Excellent communication skills.
* A flexible approach to working hours.
* A calm, patient and professional manner.
* Highly motivated and conscientious; good time‑management skills.
* Attention to detail.
* Excellent team‑building skills.
* Good computer skills: Microsoft Word, Excel & Outlook essential; exposure to Microsoft SQL an advantage.
* Understanding of the Ticketing / Entertainment Industry.
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.
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 home life. 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.
Application Closing Date: Friday, 17 October. We reserve the right to close the advert at any time.
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