Director, Content and Communications Fan Support

Job Summary:

JOB DESCRIPTION – Director, Fan Support Content and Communications

Location: Open

Division: Ticketmaster Global Fan Support

Line Manager: EVP, Fan Support

Contract Terms: Permanent, Full Time, 40 hours/week, Exempt

THE TEAM

Fan Support is at the forefront of the Ticketmaster brand, passionately delivering world-class service to fans and clients alike. As the leading ticketing marketplace, we set the standard for an exceptional fan experience by driving best-in-class interactions across our support centres, teams, and communications.

THE JOB

We are seeking a dynamic and visionary leader for the role of Director, Fan Support Content and Communications. This key position will shape and execute the strategy for all fan support content, ensuring it’s engaging, informative, and future focused. You will play a critical role in optimizing how we communicate with fans, utilizing technology and innovative approaches to redefine the fan experience. By driving content standards and overseeing all fan-facing communication channels, you’ll ensure that fans receive clear, helpful, and effective information that reduces future contact and enhances satisfaction.

Your focus will be on creating a scalable, strategic communications framework that’s proactive, engaging, and aligned with Ticketmaster’s overarching business and brand objectives. You will lead a team responsible for content creation and optimization across multiple platforms and work collaboratively with various internal teams to govern content quality and effectiveness.

WHAT YOU WILL BE DOING

• Develop and Execute Content Strategy: Lead the creation and implementation of a content and communications strategy that proactively addresses fan needs, delivering clear, concise, and self-sufficient information that reduces repeat inquiries.
• Oversee Fan-Facing Communications: Manage content creation across all touchpoints, including help centre FAQs, email notifications, agent macros, social media messaging, and complaint handling, ensuring all communication is engaging, informative, and aligned with business goals.
• Govern Communication Standards: Establish and enforce content governance processes to ensure consistency, accuracy, and compliance with Ticketmaster’s brand guidelines and tone of voice.
• Enhance Self-Service Capabilities: Drive initiatives to optimize self-service content, enabling fans to find answers independently and reducing the need for direct interaction with support agents.
• Monitor and Improve Content Effectiveness: Use data-driven insights to measure the effectiveness of content, adjusting strategies based on customer feedback, emerging trends, and evolving needs.
• Foster Cross-Functional Collaboration: Work closely with marketing, legal, corporate communications, and other teams to ensure all fan-facing content is aligned, accurate, and legally compliant.
• Lead a High-Performing Team: Manage and inspire a team responsible for fan communication across all channels, setting standards for quality, efficiency, and creativity in content creation.
• Analyze and Report on Content Performance: Develop and report on performance metrics related to content effectiveness, self-service adoption, and overall fan engagement with communications.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Extensive Experience: 10+ years in content creation, communications, or customer service writing, with a strong focus on external-facing messaging and fan engagement.
• Leadership Expertise: Proven leadership experience managing teams across multiple locations, fostering a culture of accountability and excellence.
• Strategic & Visionary Thinker: Ability to think ahead and shape the future of fan communications through innovative, technology-driven strategies.
• Data-Driven: Strong analytical skills, with the ability to assess customer sentiment, content performance, and make strategic decisions based on insights.
• Collaboration & Cross-Functional Experience: