Job Information
House of Blues Client Account Manager in Dublin, Ireland
Job Summary:
JOB DESCRIPTION – CLIENT ACCOUNT MANAGER
Location: Dublin.
Division: Ticketmaster Ireland
Line Manager: Senior Client Account Manager
Contract Terms: Permanent, 38 hours per week
THE TEAM
The Client Account Management Team is responsible for the day-to-day management of our client relationships.
THE JOB
The Client Account Manager – Ireland handles a variety of accounts of our clients and system venues by providing a pro-active, customer and business-focused Client Account Management solution across Ticketmaster’s client base, whilst promoting the highest standards of customer service at all times. The overall aim of this role is to achieve the operational, financial, and business objectives of the Company.
Ticketmaster Ireland is part of Live Nation Entertainment the largest live entertainment company in the world, consisting of five businesses: concert promotion and venue operations, sponsorship, ticketing solutions, ecommerce, and artist management. Live Nation Entertainment seeks to innovate and enhance the live entertainment experience for artists and fans: before, during and after the show.
WHAT YOU WILL BE DOING
To satisfy, retain and develop client relationships by ensuring good levels of communication with venues and promoters whilst providing system support and query resolution
To 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
To proactively advocate for key clients with Ticketmaster teams and other internal stakeholders
To regularly review and update all client information/deal sheets in conjunction with the Senior Client Account Manager to include contractual information and service charges applied therein
To effectively monitor and control available ticket inventory with a view to maximising its retail potential
To 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.
To 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
To 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.
To 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.
To 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)
To 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)
To produce for review, a weekly report of client sales activity as directed by the Senior Client Account Manager or Client Services Manager
To attend meetings with senior market leadership to provide updates on client’s activities, challenges and opportunities
To promote, and offer, the highest level of customer service standards at all times to both internal and external customers
To present and promote Ticketmaster products and service
To pursue opportunities to drive ancillary revenue for Ticketmaster eg attaching hotel upsells to events, seeking platinum allocations etc.
To recognise 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 Senior Client Account Manager & Client Services Manager
To seek ways in which to continuously improve personal, team and business performance and to strive for cost-effectiveness.
To assist with, and contribute to, the day-to-day administration of the Account Management Team under the guidance of the Client Services Managers
To comply with all Company policies as directed by Human Resources to include, but not limited to, the Company’s Health and Safety Policy
To ensure that a clean, tidy, safe, and secure working environment is maintained at all times
To ensure that all materials and resources are effectively and efficiently utilised to minimise waste and reduce costs
To 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
To actively update clients on the services provided and work carried out by Ticketmaster in support of their events
To 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
Requirements / Skills / Knowledge / Experience
I.T. literate - Windows Office Suite (Word, Excel, and Outlook)
Satisfy requirements for all Basic, Intermediate and Advanced Processes as outlined in the CAMs’ Skills Matrix
Manages the genre’s/teams most complex events.
Behaviours
The following attributes determine how the role will be carried out and are required to be a success:
A highly motivated and conscientious individual
Excellent communication, inter-personal and customer care skills
A pro-active nature to include a flexible approach to hours of work and location of duties
Ability to use self-initiative as well as work within a team
Excellent time management skills
A calm, patient, and professional manner
Confident telephone manner
Confident in dealing with the general public face to face
Good organisational skills, with a high level of attention to detail
TECHNICAL REQUIREMENTS
- Satisfy requirements for all Basic, Intermediate and Advanced Host Skills as outlined in the CAMs’ Skills matrix
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 homelife. 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.
#LI-AH1
About Us
Recognized three years in a row by Great Place to Work® and named one of People Magazine’s top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.
We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones’ music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.
There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.