Overview
Head of Customer Experience at Live Nation Entertainment. This role leads the transformation and ongoing excellence of customer service across Live Nation UK, including venues, festivals, and touring events. It sets the central strategy for customer service across the business, ensuring every fan interaction from pre-purchase to post-event is handled with care, consistency, and professionalism. This is a strategic leadership role (not a contact centre management role) focused on influence, collaboration, and driving high standards across teams.
Location: Farringdon, London with some UK travel. Reports to: Customer Experience Director. Working Hours: Full time. Job Type: Permanent.
Working closely with internal teams (venue, festival, event teams) and partners at Ticketmaster, the role ensures alignment across all customer touchpoints and acts as a key escalation point for serious or sensitive customer service issues. It involves coordinating with PR, Communications, Legal, and Health & Safety teams to ensure compliant and reputationally sound responses. The role also oversees the relationship with The Society of Ticket Agents and Retailers (STAR) and manages disputes related to touring shows.
This role emphasises monitoring customer contact trends, reducing complaints, and optimising the customer journey. Significant super-user experience in Zendesk is strongly preferred. The candidate should be emotionally intelligent, customer-focused, and skilled in stakeholder relations.
What It’s Like To Work In The Team
The Head of Customer Experience is an integral member of the Customer Experience team at Live Nation. The role supports our values of excellence, inclusivity, and putting the Fan First across the business. We strive to embody our Fan First Values and deliver world-class experiences for Fans.
What We Can Offer You
Live Nation offers benefits including tickets to shows and festivals and unlimited annual leave. The Farmiloe Building in Farringdon is the office location with amenities such as an on-site gym, coffee bar, subsidised lunch options, and regular staff events in our atrium stage space.
Who You Are
Competencies / Skills / Knowledge / Experience
* Significant experience in leading customer service strategy in a high-volume, high-profile environment—ideally within live events, entertainment, or hospitality.
* Proven ability to lead through influence, with credibility and confidence at all levels of the business.
* Strong understanding of customer service operations, escalation management, and crisis communications.
* Experience working with ticketing platforms and third-party service providers.
* Familiarity with STAR and industry best practices in dispute resolution preferred.
* Excellent communication, stakeholder management, and problem-solving skills.
* Experience working closely with PR, Communications, Legal, and Health & Safety teams.
* Exceptional written and verbal communication standards.
* Expertise in stakeholder relations and coordination across departments.
* Technically proficient – champions best practice in CRM systems and tools, with Zendesk expertise.
Behaviours
* Resilient, calm under pressure, and decisive in high-stakes situations.
* Emotional intelligence to advocate for the customer while balancing business needs.
* Strategic and visionary – sets the direction for customer service and inspires others to follow.
* Credible and influential – trusted by stakeholders and able to lead without direct authority.
* Customer-obsessed – always advocates for the fan and seeks to improve their experience.
* Collaborative – builds strong relationships across teams and functions.
* Solutions-focused – tackles problems head-on and drives continuous improvement.
* Professional and composed – represents the business with integrity and care in sensitive situations.
What The Role Includes
Customer Service Strategy and Leadership
* Set the central strategy and vision for customer service across Live Nation UK’s venues, festivals, and events.
* Act as the subject matter expert and internal consultant for all customer service-related matters.
* Ensure alignment with Ticketmaster’s Fan Experience and Customer Service teams to deliver a seamless customer journey.
* Monitor and challenge customer service performance across the business, supporting teams to meet and exceed SLAs.
Escalation and Crisis Management
* Serve as a central point of escalation for serious or complex customer service issues.
* Provide guidance and support to event teams during high-volume or high-risk customer service scenarios.
* Lead on customer service crisis communications and response planning, ensuring consistency and professionalism under pressure.
Training, Support and Governance
* Develop and communicate clear escalation pathways for customer complaints across all teams and departments.
* Support the training and upskilling of teams to ensure consistent handling of customer issues.
* Act as a central ‘head office’ escalation point for complaints requiring central oversight or resolution.
Stakeholder Engagement and Industry Representation
* Build strong working relationships with internal stakeholders across operations, ticketing, marketing, and production.
* Act as the primary liaison with The Society of Ticket Agents and Retailers (STAR), leading on dispute resolution for Live Nation UK.
* Manage customer service escalations related to touring shows, working closely with promoters and ticketing teams.
Monitoring and Continuous Improvement
* Monitor customer contact volumes and case trends across the UK & Ireland business.
* Identify opportunities to reduce complaints, improve service information, and enhance the customer journey.
* Provide regular reporting and recommendations to senior leadership on customer service performance and improvement areas.
CRM Systems and Tools
* Lead on the utilisation of best practice in customer service tools and CRM systems.
* Ensure systems are used effectively to manage cases, track performance, and deliver consistent service.
* Significant super-user experience in Zendesk strongly preferred.
Equal Opportunities
We are committed to an inclusive environment and encourage applications from people irrespective of gender identity, race, sexual orientation, religion, age, disability status or caring responsibilities.
The Company
Live Nation Entertainment is the world’s leading live entertainment company, comprising Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. For more information, visit www.livenationentertainment.com
Application Deadline: 10 September 2025. We reserve the right to close applications at any time.
#J-18808-Ljbffr