Regional Head of Fan Experience - North America

Job Summary:

JOB DESCRIPTION – Head of Fan Experience - North America

Location: McAllen, TX

Division: Ticketmaster International

Line Manager: Vice President Fan Support

Contract Terms: Permanent

THE TEAM

The Fan Support team at Ticketmaster care passionately about our fan’s interactions across our Marketplace, none more so than the interactions with our customer support teams. And as the world’s leading ticketing company, we are committed to setting the standard for a great fan experience by delivering exceptional service, eliminating customer pain points and driving best in class interactions with our brands.

THE JOB

In this role as Regional Head of Fan Experience you will initially report to VP Fan Support.  This is a manager role within the Ticketmaster International team, supporting the Regional and Global International Leadership team in the development and delivery of the business strategy.

You will drive the Fan Experience initiative across the North America Region, ensuring that you are measuring, reporting, and acting on fan feedback, identifying opportunities to improve our service both internally and externally specifically through fan sentiment via NPS, Customer Satisfaction and external reviews.

Leveraging your expertise in customer contact centers, you will work with global leads on contact center technology, tools and operational solutions that help future proof our business and drive efficiencies and cost savings through scale. You will also work with those global teams to ensure effective delivery both onshore and offshore partners and technology providers. Working with all teams having customers right in the center of everything we do so that our performance and KPIs are met or exceeded. 

You will demonstrate good leadership skills and the ability to combine market experience with business strategy to extract greater value to the business driving a culture of innovation and excellence throughout the workforce with exceptional leadership skills.

WHAT YOU WILL BE DOING

• Provide operational guidance and work with Managers in the assigned Region. This includes managing event related communication with staff, on sales, staff resources, and forward plans to manage workloads and peak periods.
• Promote a positive and proactive working environment for the Regional Fan Experience Team. Working across all markets to provide overall direction and leadership to the Contact Center, with a specific focus on the motivation & development of your team on to meet & exceed their objectives.
• Drive a culture of innovation and excellence throughout the Regional Fan Support Team. With a strong commitment to internal communications strategies to all staff. Mentoring, Support, and People Development
• Work with the other Ticketmaster function leads to enhance co-operation and best-practice sharing and to implement cross-company strategies to contribute to the success of the Global Ticketmaster business.
• Champion a Fan First culture, supporting the embedding of this into the DNA of our business. Improving the Fan Experience across the wider business, offering Insight from customer feedback to drive innovation, with the aim to reduce fan contacts.
• Actively participate and where appropriate lead initiatives and projects which impact the North America Region.
• Meet/communicate regularly with the VP, Director, and Managers within the region to review and report on progress towards meeting business objectives and discuss future strategic direction.
• Report up to Global FS teams, feeding back in a timely manner any required data, information or challenges faced within your region.
• Provide quantifiable data and recommendations on Fan Support matters to support and influence strategy, decisions, and initiatives.
• Ensure your business areas are continually driving efficiencies whilst achieving and exceeding their KPI and OKR goals.
• Be accountable for fan satisfaction through surveys and online feedback.
• Ensuring long term sustainability by aligning business processes to match the overall customer experience with the customer expectations.
• Manage operating cost by continuously reviewing business measures against annual budget.
• Provide service solutions for key clients and high-level business projects.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

You will be required to demonstrate a high-level of business acumen together with a strong level of sector knowledge, relating to the international ticketing and live entertainment business.

• Strong operational experience in contact center leadership
• Strong written and verbal communications skills and must be fluent in Local language with strong English