Job Summary:
jOB DESCRIPTION – TOUR SUPPORT ASSISTANT - TICKETMASTER MUSIC (UK/IE REGION)
Location: London, UK or Manchester, UK
Division: Ticketmaster Music
Line Manager: Senior Manager, Ticketmaster Music Operations
Contract Terms: Permanent
THE TEAM
Ticketmaster Music’s mission is to develop, configure and manage innovative and distinctive software solutions that capture and convert concert ticket demand, optimize prices, and provide key insights for the World’s biggest touring artists, globally. We are a network of Music experts based across all Ticketmaster markets, working in close collaboration with promoters, agents, venues, record labels, and artist managers to deliver world-class ticketing campaigns.
THE JOB
The Programme Specialists and Tour Support Assistant are responsible and accountable for the proper configuration and enablement of TM Music’s suite of premium products in the UK and Ireland region.
The team are subject matter experts, empowered to not only maintain, but revisit and update our operational toolkit to ensure that our products are consistent in achieving the outcomes that have been promised to artists & promoters.
The role involves supporting the team with the operational delivery of Ticketmaster Music initiatives such as tour co-ordination, dynamic pricing products and services, execution of presales and other artist-driven projects.
WHAT YOU WILL BE DOING
- You will provide support for all Ticketmaster Music activity in the UK and Ireland region, including but not limited to Platinum ticketing, tour level specifications, VIP packages, bundles, upsells, and other TM Music led initiatives such as Verified Fan and Ticketmaster Request.
- You will assist with and contribute to the day-to-day administration of the TM Music Ops team under the guidance of your manager.
- You will support a sub-set of client accounts specific to TM Music including record labels, VIP packagers, third party fulfilment providers, and occasionally booking agencies and artist managers. This involves the management of their related events and upsells from the point of submission to coming off sale, ensuring good communication with clients throughout.
- You will assist with the co-ordination of the internal distribution of information received from TM Music clients or from the International Artist & Promoter Relations team, as related to particular tour specifications to ensure consistency and accuracy of event builds to match client requirements at tour level, including where the tour spans multiple platforms (i.e. Host, TicketWeb, Universe).
- You will act as a single source of event/onsale information for tours which have Ticketmaster Music involvement, and to manage the circulation of this info to all relevant teams.
- You will conduct pre-onsale QA testing and checks on events where the TM Music team is involved, liaising with clients and venues regarding allocations, ticket inventory, final reports, and customer services queries.
- You will take ownership of, and responsibility for, each event on-sale, to include being present for the duration of the on-sale period as directed by your manager.
- You will support with Platinum event builds in a proactive manner to ensure their timely delivery. This includes collecting all on-sale information, submitting Platinum to EP, liaising with the Global Pricing team and to QA test Platinum on events.
- You will work closely and effectively with the Global Pricing team to maximise each Platinum pricing opportunity, such as the repricing of inventory, securing extra allocations, etc, and the prompt actioning of any requested mark backs.
- You will support the data delivery via secure means including automated feeds for music and merchandise fulfilment partners and other TM Music clients.
- You will be responsible for the resolution of any queries from clients, venues and CS relating to Ticketmaster Music Programmes.
- You will support with administration: i.e., data feeds for fulfilment partners/labels, code redemption campaigns, data reporting, sales reporting and ad hoc reporting when required.
- You will regularly review and update all client information/deal sheets in conjunction with your manager, to include contractual information and service charges applied therein.
- You will ensure that all event-related information is accurate, up to date & accessible across all sales channels prior to on-sale and during the life cycle of each event.
- You will take ownership of, and responsibility for, all cancelled/amended events in conjunction with your manager, alongside relevant Client Account Manager(s) and Customer Services Managers to include, but not limited to, identification of all affected customers and agreed communication procedures.
- You will 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).
- You will support the UK & IE Client Services team in managing and attending event day box offices (venue based and ‘green field’ sites) as directed by your manager and as required by the business.
- You will promote, and offer, the highest level of customer service standards at all times to both internal and external customers.
- You will recognise and embrace the operational requirements of the 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 your manager.
- You will continuously seek ways in which to improve personal, team and business performance.
- You will 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.
- You will ensure that a clean, tidy, safe, and secure working environment is always maintained.
- You will ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs.
- You will 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.
- You will 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.
ESSENTIAL TO THE ROLE :
- Couple of years of relevant industry experience
- Some evidence of client contacts and relationships among the UK Music client base.
TECHNICAL REQUIREMENTS
- Ticketmaster systems (HOST) experience and expertise desirable
- 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
Ticketmaster, part of Live Nation Entertainment is the largest live entertainment company in the world, consisting of four core business areas: Concerts, Ticketing, Artist Nation and Sponsorship & Advertising
Live Nation seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.
TICKETMASTER 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.
CULTURE
We’re fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams, and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one incredible experience at a time. And we think that’s pretty amazing. If you’re passionate about the magic of 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.
We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.