Manager, Event Programming

Job Summary:

JOB DESCRIPTION – EVENT PROGRAMMING MANAGER 

Line Manager: Regional Area Manager

Contract Terms: 40 hours per week

THE TEAM

The Field Operations team builds and maintains relationships with various clients to understand the essentials of their business practice, ensure their business objectives are met and clients are able to utilize the various Ticketmaster products/platforms.

THE JOB 

This position is responsible for all aspects of event programming within the Area and works closely with the Area Manager to ensure efficiencies are achieved between Event Programming and Client Support.

WHAT YOU WILL BE DOING 

Team 

• Collaboration within business operations groups (CDD, AM, CSD, MSS, Finance) for common goal of Client Satisfaction

 Client Support

• Develop and maintain excellent client relationships for the purpose of client satisfaction and retention

• Advise/educate clients within procedural guidelines to ensure accuracy in event building process

• Maintain Salesforce customer contacts to enable accurate event management routing, tracking and reporting

Standards & Efficiency 

• Oversee and assist in the accurate and timely creation of events by Event Programming staff

• Standardization & Monitoring of Issued BPs

 Load Balancing 

• Organize and prioritize work requests for Event Programming staff

• Prioritization as related to Tier 1 clients and National Tours

• Collaboration with Area Manager to balance workload between areas/regions

• Understand CS/EM staff EM skill levels as part of efficient load balancing within Area/Region

 Staff Management & Development

• Provide mentoring / training (initial and ongoing) to Event Programming staff

• Manage and Monitor OT for Area staff

• Explicit scheduling & time Off Authorization

• Manage any HR EM Staff Performance Reviews

• Manage recommended praise / disciplinary actions (discrepancy reports)

• Manage standard interview / hiring process for EM staff

Escalation & Support 

• Co-Escalation point for client issues and resolution

• Escalation point for event related issues & resolution (diagnostics / troubleshooting)

• Assist with the on-sale calendar and traffic in conjunction with the Area Manager

• Prepare staff for new product roll outs that pertain to event management

• Reviewing major on-sales and special promotions

• Coordination / Oversight of Bridge Call coverage & skill assessment.

• Will also be responsible for other Event Management duties as assigned

What a qualified candidate should possess:

• Minimum of five years experience on the Ticketmaster system relating specifically to Event Management or equivalent experience

• Complete knowledge of system commands, VR applications, and higher level skills such as Qualifiers and Series is a must

• Strong knowledge of Live Nation and Ticketmaster departments and how they impact one another

• Minimum of 1 year supervisory experience preferred

• Service oriented, with strong organizational and communication skills

• Certain degree of creativity, latitude, and problem solving is required

• Excellent written and oral communication skills, good organizational skills, attention to detail, ability to multi-task in a fast paced, high volume and pressurized environment

• Must be able to accommodate a flexible schedule including some Saturdays, evenings, and holidays

• Must be computer literate with excellent data entry and proof reading skills

• H. S. diploma or equivalent is required. BA/BS degree is preferred

YOU (BEHAVIOURAL SKILLS/COMPETENCIES)  

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

Solution Driven – I creatively find solutions to problems clients are experiencing by collaborating with management and interdepartmentally with experts that can find alternative and effective solutions to any limitations.

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