Job Summary:

Location: London/Manchester/Glasgow/Remote, UK (with travel)

Division: Ticketmaster UK

Line Manager: Head of Event Delivery

Contract Terms: Permanent, 40 hours per week

THE TEAM

The Support and Operations department includes the teams covering Account Management, Event Programming, Operations and Field Technology. These teams deliver world-class support to Ticketmaster UK’s clients, utilising several ticketing platforms and products.

THE JOB

The purpose of the role is to manage the operations for the Box Office function of the event delivery team, across Festivals, Stadiums, Tournaments and Special Events, maintaining best practice governance and oversight.

The role will be client-facing, liaising with site production and venue managers, security, and internal clients as well as managing box office staff and Event delivery team members.

WHAT YOU WILL BE DOING

• Manage and oversee the event schedule, onboarding events on the staff management platform, ensuring staffing levels meet requirements, and ensuring overall capacity for event delivery across operational teams
• Line manage the seasonal Box Office Managers (BOMs), day-to-day scheduling, and routing including onsite ticketing escalations, fault finding, setting up the ticketing platforms for the team via internal teams and training
• Managing (remotely or onsite) Ticketing manifests on behalf of the lead cam at events as laid out by Field ops senior management
• Assist in Nexus partner integrations with the Ticketmaster ticketing platform.
• Oversee the line management of box office assistant staff (circa 250 temporary staff)
• Manage the recruitment of new box office staff via the university pipeline, recommendations, current non-operational TM staff and former employees.
• Manage the box office operations team to ensure the team is aligned with the company and departmental objectives
• Liaise with finance and HR teams to ensure all company policies are adhered to in relation to the management of box office staff pay, contracts, and subsistence
• Work with the Training and Education team to deliver training to all Box Office staff and Internal staff working at events
• Provide in-depth reporting for staffing, logistics, ROI, efficiencies, and updates on the event delivery life-cycle
• Liaise with our Hire car suppliers, Accommodation suppliers and Staff management platform suppliers to ensure they are aligned with the department’s strategy
• Manage the health and safety aspect of the event delivery life-cycle
• Oversee and advise on the planning and preparation of the logistical requirements for box office staff such as accommodation and travel
• Plan and produce the strategy for Box office handbooks
• Manage the financial reconciliation/reporting to determine the alignment of budgets set and to evaluate expenditure
• Manage the Accreditation process and act as an escalation for any issues that may arise.
• Act as a conduit between Box office staff and Field operations staff
• Assist Ops teams where required to ensure optimal event delivery, including working onsite at key significant festivals as agreed such as category A events
• Attend relevant internal briefing meetings in planning and preparation for event delivery sign-off and go-ahead
• Ensure best practice adherence and raise queries where necessary, with escalation as required
• Ad-hoc duties and responsibilities as reasonably required by the Head of Event Delivery

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Experience in logistical coordination
• Experience in ticketing and management of event ticketing
• Experience in managing staff
• Experience in Ticketmaster ticketing platforms (Host, PCI, TM1 Entry, Reports and Permissions)
• 3rd party supplier management skills
• Event management experience
• Query and escalation management
• Good written and verbal communication
• Adherence to process and procedure
• Governance and follow through
• I.T. Literate - Windows Office Suite (Outlook, Excel, Word, PowerPoint)
• Salesforce experience preferable

Tools & Systems

• Workflow management tool
• CRM Tools
• Event Management Calendar
• Scheduling & Forecasting tool
• Microsoft Office 365
• Box / Confluence
• TM Internal (Workday, Concur)

Performance Management

• Overtime tracking (internal & 3rd party)
• Logistical tracking
• FTE Health & Safety – Work Hour directive
• Communication Strategy (pre-briefs, briefs, de-briefs)
• Post Event Reporting

YOU (BEHAVIOURAL SKILLS)

• Problem-solving and troubleshooting
• Organisational and time management skills
• Analytical skills
• Persuading and influencing skills
• Customer service skills
• Attention to detail
• Resilient and proactive

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. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision.

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. If you’re passionate about 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.

Our work is guided by our 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 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 the 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.

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