Job Summary

Location: London, United Kingdom.

Division: Ticketmaster UK

Line Manager: Team Leader- System Venues

Contract Terms: Full Time (40 hours per week), Fixed Term.

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The Team

The Client Account Management Team is responsible for the day-to-day management of our client relationships.

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The Job

The Client Account Manager - System Venues focuses on, but is not limited to, handling our system venue clients. Providing a proactive, customer and business-focused Client Account Management solution across Ticketmaster’s client base, whilst always promoting the highest standards of customer service. The overall aim of this role is to achieve the operational, financial, and business objectives of the Company.

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What You Will Be Doing

• Satisfy, retain and develop client relationships by ensuring good levels of communication with venues and promoters whilst providing system support and query resolution.
• 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 new technologies or operational practices.
• 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.
• Effectively monitor and control available ticket inventory with a view to maximising its retail potential.
• 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 the Client Services management.
• Ensure that all event related information is accurate, up to date & accessible across all sales channels e.g. Contact Centre, IVR, and e-commerce platforms, prior to on-sale and during the life cycle of each event.
• Take ownership of, and responsibility for, notifying internal departments of all cancelled/amended events to include, but not limited to, assisting customer services in identification of affected customers if needed and agreed communication procedures.
• 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, and Event Operations.
• Ensure that all event related information is communicated accurately and in a way that ensures that the information is clearly received and easily understood by all relevant parties (internal and external).
• Manage, process and respond to all in-bound client related communications in an efficient and courteous manner whilst adhering to service level agreements (internal/external).
• Produce for review, a weekly report of client sales activity as directed by the Team Leader or Client Services Manager.
• Plan and manage event day box offices (venue based and ‘green field’ sites) as directed by the Client Services Manager.
• Promote, and offer, the highest level of customer service standards at all times to both internal and external customer.
• Recognize 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.
• Seek ways in which to continuously improve personal, team and business performance and to strive for cost-effectiveness.
• Assist with, and contribute to, the day-to-day administration of the Account Management Team under the guidance of the Client Services Managers.
• Comply with all Company policies as directed by Human Resources to include, but not limited to, the Company’s Health and Safety Policy.
• Ensure that a clean, tidy, safe, and secure working environment is maintained at all times.
• Ensure that all materials and resources are effectively and efficiently utilized to minimize waste and reduce costs.
• 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.
• 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.