The Client Account Manager specialises in (but not limited to) music accounts of our clients and system venues by providing a pro-active, customer and business focused Client Account Management solution across Ticketmaster’s client base, whilst promoting the highest standards of customer service at all times. The overall aim of this role is to achieve the operational, financial and business objectives of the Company.
Ticketmaster UK, 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 Entertainment seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.
Responsibilities
- To satisfy, retain and develop current or future client relationships by ensuring good levels of communication with venues and promoters whilst providing system support and query resolution
- To develop and maintain an in-depth understanding of each clients business needs whilst identifying potential new business opportunities or improved efficiencies through the application of new technologies or operational practices
- To regularly review and update all client information/deal sheets in conjunction with the Client Services Manager to include contractual information and service charges applied therein
- To effectively monitor and control available ticket inventory with a view to maximising its retail potential
- To embrace the department’s sales process known as GO PURP – whereby each CAM is responsible for selling the following sales elements/opportunities to existing clients: Groups sales opportunities, new opportunities to access allocations and business leads, Platinum sales, Upsells, Re-sale opportunities, and Presales.
- To take ownership of, and responsibility for, each event on-sale to include being present in London or Manchester for the duration of the on-sale period as directed by the Client Services Manager
- To ensure that all event related information is accurate, up to date & accessible across all sales channels e.g. Call Centre, IVR, ticket centres and Internet prior to on-sale and during the life cycle of each event
- To take ownership of, and responsibility for, all cancelled/amended events in conjunction with the Head of Client Account Management and Customer Services Manager to include, but not limited to, identification of all affected customers and agreed communication procedures
- To develop and maintain effective teamwork within the department across genres, and between the various departments and premises of the Company to include, but not limited to, Sales, Client Marketing, Event Programming and Customer Service teams
- To ensure that all event related information is communicated speedily and accurately in a way that ensures that the information is clearly received and easily understood by all relevant parties (internal and external)
- To manage, process and respond to all in-bound client related communications (by phone, letter, email or fax) in an efficient and courteous manner whilst adhering to any agreed service level agreements (internal/external)
- To produce for review, a monthly report of client sales activity as directed by the Client Services Manager.
- To plan, manage and attend event day box offices (venue based and ‘green field’ sites) in conjunction with the Operations Manager as directed by the Client Services Manager.
- To provide system support and training to all new Client Account Assistants as directed
- To promote, and offer, the highest level of customer service standards at all times to both internal and external customers
- To recognise and embrace the operational requirements of the Account Management Team through a flexible approach towards hours of work and location of duties to include participation in a shift system of work as directed by the Client Services Manager.
- To continuously seek ways in which to improve personal, team and business performance
- To assist with, and contribute to, the day-to-day administration of the Account Management Team under the guidance of the Head of Client Account Management.
- To comply with all Company policies as directed by the Human Resources Manager to include, but not limited to, the Company’s Health and Safety Policy
- To ensure that a clean, tidy, safe and secure working environment is maintained at all times
- To ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs
- To represent the Company, as required, at functions, events, and PR visits whilst ensuring that all business related topics and agendas are communicated to relevant managers and Directors
- To 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
Job Requirements
Skills / Knowledge / Experience
- Ticketmaster systems experience preferable
- I.T. literate - Windows Office Suite (Word, Excel and Outlook)
- A proven understanding of the ticketing/entertainment industry
Behaviours
The following attributes determine how the role will be carried out and are required to be a success:
- A highly motivated and conscientious individual
- Excellent communication, inter-personal and customer care skills
- A pro-active nature to include a flexible approach to hours of work and location of duties
- Ability to use self-initiative as well as work within a team
- Excellent time management skills
- A calm, patient and professional manner
- Confident telephone manner
- Confident in dealing with the general public face to face
- Good organisational skills, with a high level of attention to detail
Please see Additional Information section below to read the full job description for the role.
How to apply:
If your skills and experiences match that of this job description apply here today with a current CV including full employment and education information.
All roles at Live Nation Entertainment are subject to full background screening.
Please note due to high volume of applications for our roles we reserve the right to close all vacancies earlier than the advertised date without notice. To avoid disappointment please apply as soon as possible.
