Job Summary:
JOB DESCRIPTION - JOB TITLE Event Programming Team Lead, (Managerial position)
Location: Barcelona, Spain.
Division: Ticketmaster International.
Line Manager: Director Support & Operations, Spain.
Contract Terms: Permanent, Full time
THE TEAM
The 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 to achieve the highest levels of employee, fan & client satisfaction.
The EMEA Support & Operations team 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 continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction.
THE JOB
In this role as an Event Programming Team Lead, you will hold a managerial role within the Support & Operations team in Spain, supporting Ticketmaster clients in all their event programming needs.
You will be responsible for managing the Event Programming team composed of 8 team members, providing effective leadership, direction, and motivation to meet event services standards and business-wide objectives. The team's day-to-day involves owning the process of collecting, reviewing, and inputting accurate data into Ticketmaster ticketing systems and developing procedural best practices and standards.
The Event Programming team is responsible for building events, advanced configurations, amendments management, inventory changes, price changes/promotions, quality assurance, and other event updates based on work requests from clients. The team oversees that the requirements of our clients are met and supports them when self-programming events using Ticketmaster's product suite.
We are seeking a hands-on individual who, as the Leader within the team, can guide the team to create and manage events and client contacts on a daily basis. This person will also provide support during peak seasons and aim to understand the day-to-day operations of the team thoroughly.
WHAT YOU WILL BE DOING
Team leading
* Lead and manage the Event Programmers Team composed of 8 team members, promoting a positive working environment, dealing with the team's professional development, project allocation, and performance management.
* Organize and prioritize work requests for Event Programming staff to meet client SLAs.
* Oversee and assist in the accurate and timely creation of events.
* Lead, organize, and ensure all event programmers are continuously trained in event programming practices and tooling to manage any complexity/size event.
* Represent the Event Programming team in interdepartmental and international projects.
Event Building
* Creation and management of events and client contacts, as one of the team.
* Manage/improve client self-service initiatives.
* Accountable for the input of accurate event support information into the Operational CRM throughout the different Event Life-cycle stages.
* Monitor onsales diary to ensure event builds for scheduled event on-sales are received in time.
Analyzing and Reporting
* Own the achievement of the team's KPIs and OKRs.
* Manage and monitor Event Management quality metrics and EP discrepancies to ensure required levels of service are always provided to clients.
* Monitor and control Event Management Performance Metrics to ensure optimal workload distribution within the team.
* Maintain departmental documentation on events and procedures.
Troubleshooting and Support
* Coordinate EP service with Client Support Team to ensure client satisfaction.
* Actively work with Fan Support team to facilitate event information as needed to answer any customer questions or claims.
* Anticipate problems within event building and plan contingencies and strategies to deal with them.
* Act as escalation points for client issues and resolution.
WHAT YOU NEED TO HAVE (or TECHNICAL SKILLS)
* At least 3 years of proven experience as a manager of a team/department.
* Strong team management and leadership skills, ensuring ongoing training, career, and personal development within the team.
* High level of English (Work language is Spanish; however, you will be required to work regularly with the Head Office and other regions in English).
* Must be computer literate with excellent data entry and proof-reading skills.
* Advanced Excel knowledge.
* Data-driven orientation with experience using CS KPIs and implementing a culture of metrics in the team.
* Must be flexible and willing to adapt to a dynamic schedule, including occasional weekends, evenings, holidays, and travel as needed.
Desirable but not essential requirements:
* Experience in the ticketing or events industry preferred.
* Experience using CRMs or Customer Service Management Tools.
* Overall awareness of the entertainment and sports business is important.
* Quality Control experience is a plus.
YOU (BEHAVIOURAL SKILLS)
* Good organizational skills, with a high level of attention to detail.
* Ability to successfully handle multiple priorities.
* Excellent time management skills.
* Ability to identify areas of improvement to strive for service excellence.
* Lead by example.
* Ability to communicate effectively with clients and educate others in how to do it.
* Ability to build and foster strong trust-based relationships with internal partners across the organization.
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; I take the time to do things right.
* Winning Teamwork - I collaborate with others; I share information openly; I listen and empathize; I show recognition and appreciation for the contributions of others.
* Act with Integrity - I represent myself and the company with pride; 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 support you in balancing 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.
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 favorite artists, teams, and shows, and we continue to shape innovation every day.
* We're not just selling tickets; we're enriching lives one amazing experience at a time. If you're passionate about the magic of live entertainment and 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.
#LI-Hybrid #LI-RL#J-18808-Ljbffr