Client Manager in Brisbane

Job Summary:

Location: Brisbane, Australia

Division: Support and Operations

Line Manager: Regional Area Manager

Contract Terms: Permanent, 38 hours per week

The Team

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.
• 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.
• Work closely with internal departments to ensure they are kept fully informed about upcoming events and services that have been committed to clients.
• 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.
• Develop clear policies and procedures for Client or Venue Box Offices.
• 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.
• Attend certain Events and/or Clients on-site during the event.
• Work closely with the Marketing Department, developing marketing initiatives specific to client needs in order to maximise ticket sales.
• 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 are finalised prior to ticket sales commencing.
• Support new initiatives and product developments to the client across all TM products.
• Ensure system inventory is synced, balanced and managed between Ticketmaster, HOST and Archtics.
• Assist the Archtics Team with upgrades, installations, and conversions of existing and new clients.
• Ensure that Ticketmaster has a signed Ticketing Agreement with the client for the respective Event(s) prior to ticket sales commencing.
• Ensure Corporate Services are fully informed of all financial arrangements and both Ticketmaster and the client meet their financial obligations under the contractual arrangement.
• Check all event finance settlements and royalty payments for accuracy for clients prior to final approval of your Manager.
• Entertain clients and attend client functions and launches as required.
• Attend and/or facilitate presentations on Ticketmaster operations and products for existing and potential clients.
• Be available to work flexible hours, including weekends and public holidays.
• Carry out other duties that may be required by the Regional Area Manager.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Strong communication skills, both written and verbal.
• Effective listening skills and ability to resolve disputes or conflicts with clients.
• Up-to-date knowledge of industry developments incorporating marketing and technological advances.
• I.T. literacy essential - Windows Office Suite (PowerPoint, Word, Excel and Outlook).
• Familiarity with various ticketing systems, products and websites/apps.
• Ability to accommodate and adapt to the changing needs of the business.
• Ensure Ticketmaster’s internal and external customers’ needs are continually satisfied.
• Effectively manage the professional requirements of Ticketmaster’s internal and external customers.
• Possess “natural energy” with a proactive focus responding quickly and positively to ensure that business deadlines and needs are met.

YOU (BEHAVIOURAL SKILLS)

• Rock Solid Reliability – Earn the trust of clients, co-workers and fans; deliver high quality work on time.
• Solution Driven – Creatively find solutions to problems clients are experiencing.
• Winning Teamwork – Collaborate with others; share information openly; listen and empathise.
• Act with Integrity – Represent yourself and the company with good intentions; have direct, honest conversations.
• Able to travel to office minimum 3 days a week.

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. 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.

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.