About this opportunity
Original employer descriptionJob Summary:
Location: Berlin, Warsaw or Katowice
Division: Ticketmaster International
Line Manager: Event Programming Manager / Operations Manager
Contract Terms: Permanent
THE TEAM
Global Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction.
International Support & Operations team, a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.), in markets that operate on the Microflex platform.
Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs.
We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients’ and local Markets’ needs and challenges day-to-day.
THE JOB
In this role as an Event Support Specialist, part of the Event Programming Team in the Central Europe Region, you will support Ticketmaster clients in all their event management needs. This includes building events, making updates to events based on work requests from clients and supporting clients that self-program events using Ticketmaster’s product suite.
This position involves collecting, reviewing, and inputting accurate data into Ticketmaster ticketing systems following procedural best practices and established standards, then verifying the output. The tool knowledge set for the position includes Microflex and Microflex applications but is open to incorporate other ticketing platforms that will form part of the development of Ticketmaster’s product suite.
WHAT YOU WILL BE DOING
Events
Program events with accuracy and according to best practices and standard operating procedures defined.
Accurately build a variety of events for local and international promoters with accuracy and according to best practices and standard operating procedures. This might include, but will not be limited to setting up events for the following: Music, Festivals, Sports, Theatre and Musicals.
Accurately input event data into Ticketmaster Ticketing Systems and identify and resolve event related errors.
Take on tour or project related responsibilities and potentially act as an overall coordinator for certain topics, to ensure all related tasks are executed according to the newest best practice process.
Verify and communicate event info to all stakeholders and claim responsibility for various support tasks related to events to aid colleagues from other departments.
Configure events to allow other satellite products to operate, like TM1 Access, TM1 Flex, TM1 Amplify, etc.
Bridge ISM requests to ISM Hub and quality review these as delivered.
Identify proactively and resolve any kind of client issues, that might arise and /or technical system errors that could potentially appear in the software backend. This will include solution driven first level support for manageable problems within your area of expertise or in coordination with the internal product/ IT department for more complex issues.
Show readiness and engagement to get training and get updates on best practices to act according to the new standards.
Quality
QA event configurations as required to confirm these meet quality levels.
Follow a strict quality assurance process for your own event builds to guarantee the highest level of quality and a flawless set up for our clients and fans. Show readiness to get updates on the QA process to stick to the updated process.
Execute QA tasks for your own backend event build and/or assist teammates by verifying other events when needed by following the updated QA procedure.
Support your team in maintaining quality standards and train colleagues, if necessary, to avoid errors.
Support the line manager in ensuring the high-quality standard and develop continuously processes to ensure an excellent event delivery.
Work
Track your daily tasks and workload through Salesforce to allow for a transparent workflow and communication within the team.
Proactively pick work cases and projects from incoming promoter requests. Additional tasks might be assigned to you by your line manager, senior specialists, or other team members from other departments.
Facilitate promoter requests to internal departments such as Marketing, Finance, Fulfillment, Customer Service and Client Support.
Support client empowerment by training them in self-service tools from our Tm1 product range. This might include hosting workshops on allocation management, ticket selling software or reporting set-ups. Previous training will be given, so that you can confidently pass on the knowledge.
For those clients with a Client Support Specialist (CSS) assigned, work closely with the CSS to understand how to better serve the client.
Actively work with Fan Experience teams to facilitate event configuration information as needed to answer any customer questions or claims.
Receive continuous training on new products and features and how they need to be operated.
From time to time, will be responsible for other duties and areas of responsibility as assigned by, but not limited to, other Senior Event Specialist and the line manager.
Taking on all reasonable tasks not limited to event programming.
Help to onboard new team members and guide them throughout the whole onboarding process as a mentor/buddy together with the line manager.
Actively support the international team in projects, best practices and solutions to current topics.
WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)
Service oriented, working with accuracy, structure, and organisation, delivering consistent quality service.
Ability to communicate effectively with clients from the local market and markets within the region (no need to speak multiple languages – English is a plus)
Able to successfully handle multiple priorities.
Rigorous following standard operational procedures and attention to detail
Overall awareness of the entertainment and sports business is important.
Knowledge of how TM departments work together internally and externally with clients
Must have the ability to accommodate a flexible schedule including some weekends, evenings, and holidays.
YOU (BEHAVIOURAL REQUIREMENTS)
The following attributes determine how the role will be carried out and are required to be a success:
Work independently, self-responsible and customer oriented.
Think proactively and improve the best practices continuously to the programming life circle.
Team player offering proactive support to colleagues and clients.
Eye to identify areas of improvement to thrive for service excellence.
Highly curious in learning how TM Operations Products work.
Carefully weighs the impact of a broad range of related issues or factors.
Asks appropriate questions to ensure understanding.
Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
Organise time effectively.
Demonstrates ethical behaviours.
Actively ensure a supportive and positive climate in the team.
Be a role model in appearance, communication, and mindset
Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organisation.
Be a skilful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic.
TICKETMASTER VALUES
Rock Solid Reliability – I earn the trust of clients, co-workers, and fans; I set clear expectations; I deliver high quality work on time and on task; I take the time to do things right.
Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathise and understand where others are coming from; I show recognition and appreciation for the contributions of others.
Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely.
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 home life. 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 amazing experience at a time. And we think that’s 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.
Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.
