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
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 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 events updates based on work requests from clients.
WHAT YOU WILL BE DOING
1. Team leading: Lead and manage the Event Programmers Team composed of 8 team members, promoting a positive working environment.
2. Organize and prioritize work requests for Event Programming staff to meet client SLAs.
3. Oversee and assist in the accurate and timely creation of events.
4. Ensure all event programmers are continuously trained in event programming practices and tooling.
5. Represent the Event Programming team in interdepartmental and international projects.
Event Building:
1. Creation and management of events and client contacts.
2. Manage/improve client self-service initiatives.
3. Accountable for accurate event support information input into the Operational CRM.
4. Monitor onsales diary to ensure timely event builds for scheduled event on-sales.
Analyzing and Reporting:
1. Own the achievement of the team’s KPIs and OKRs.
2. Manage and monitor Event Management quality metrics and discrepancies.
3. Monitor and control Event Management Performance Metrics for optimal workload distribution.
4. Maintain departmental documentation on events and procedures.
Troubleshooting and Support:
1. Coordinate with Client Support Team to ensure client satisfaction.
2. Work with Fan Support team to facilitate event information for customer inquiries.
3. Anticipate problems within event building and plan contingencies.
4. Act as escalation point for client issues and resolutions.
WHAT YOU NEED TO HAVE (or TECHNICAL SKILLS)
1. At least 3 years of proven experience as a manager of a team/department.
2. Strong team management and leadership skills.
3. High level of English (work language is Spanish, but regular English communication is required).
4. Computer literate with excellent data entry and proofreading skills.
5. Advanced Excel knowledge.
6. Data-driven orientation with experience using KPIs.
7. Flexibility to adapt to a dynamic schedule, including occasional weekends and travel.
Desirable but not essential requirements:
1. Experience in ticketing or events industry preferred.
2. Experience using CRMs or Customer Service Management Tools.
3. Awareness of the entertainment and sports business.
4. Quality Control experience is a plus.
YOU (BEHAVIOURAL SKILLS)
1. Good organizational skills with attention to detail.
2. Ability to handle multiple priorities.
3. Excellent time management skills.
4. Ability to identify areas for improvement.
5. Lead by example.
6. Effective communication skills.
7. Ability to build trust-based relationships.
TICKETMASTER VALUES
1. Rock Solid Reliability: I earn the trust of clients and coworkers; I deliver high-quality work on time.
2. Winning Teamwork: I collaborate and share information openly.
3. Act with Integrity: I represent myself and the company with pride and honesty.
EQUAL OPPORTUNITIES
We are committed to diversity and inclusion. You will work in an inclusive environment and be encouraged to bring your whole self to work.
CULTURE
We’re fans who help fans everywhere get into the live events they love. If you’re passionate about live entertainment, we want to hear from you.
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