Event Support Regional Lead

In this role as an Event Support Regional Lead, part of the Client Support & Operations Team in the Central Europe Region (Germany, Switzerland, Austria, Czech Republic and Poland) you will support Ticketmaster clients in all their event management needs. You will be responsible for direct management of the Event Support Specialist team and the process of event management workflow within your Region, with coordination across all Market/Regional teams for load balancing purposes.

The Event Support Regional team is responsible for building events, making updates to events based on work requests from clients and supporting clients that self-program events using Ticketmaster’s product suite. This team will include specialists that are based in all the Markets that are part of the Region.

This role works closely with Client Support Leads and the Regional Operations Senior Director to ensure efficiencies are achieved between Event Management and Client Support.

Aufgaben
- Direct Management of the Region’s Event Support Specialists, including providing mentoring & training (initial and ongoing) to Event Support staff
- Manage and Monitor Event Management quality metrics and EM discrepancies, reviewing Event Management Performance Metrics provided by Regional Leadership
- Coordination with Client Support Teams for clients to ensure client satisfaction
- Develop and maintain excellent client relationships
- Escalation point for client issues and resolution
- Oversee and assist in the accurate and timely creation of events by Event Support Specialists
- Organize and prioritize work requests for Event Support Specialists with focus on prioritization as related to Client/Event priority scales defined
- Collaboration with Client Support Leads, Regional Operations Senior Director, and other Regional Event Support Leads to balance workload between areas/regions
- Understand Client Support and Event Support staff event management skill levels as part of efficient load balancing within Region/International
- Advise/educate clients within procedural guidelines to ensure accuracy and accountability in event building process
- Manage / improve client self-service initiatives as directed by Regional Operations Senior Director and Director of Client & Event Support International
- Own at Regional level the development and implementation of Event Management best practices in close partnership with other Regional Event Support Leads and the Director of Client & Event Support International
- Accountable for the input of accurate event support information into Salesforce throughout the different Event Life-cycle stages
- Actively work with Fan Experience teams to facilitate event configuration information as needed to answer any customer questions or claims
- Receive continuous training on new product and features and how they need to be operated

Qualifikation

**WHAT YOU NEED TO KNOW**:

- Minimum of one-year supervisory experience preferred
- Minimum of three years’ experience relating specifically to Event Support or equivalent environment
- Knowledge of Live Nation and Ticketmaster departments and how they impact one another
- Service oriented, with strong organizational and communication skills
- Ability to communicate effectively with clients from Markets within the region
- Certain degree of creativity, latitude, and problem solving is required
- Excellent written and oral communication skills, good organizational skills, attention to detail, ability to multitask in a fast paced, high volume and pressurized environment
- Must have the ability to accommodate a flexible schedule including some weekends, evenings, and holidays
- Must be computer literate with excellent data entry and proof-reading skills
- German and English professional language skills

The following attributes determine how the role will be carried out and are required to be a success:

- Lead by example
- Team player offering proactive support to colleagues
- Eye to identify areas of improvement to thrive for service excellence
- Highly curious in learning how TM Operations Products work
- Carefully weighs the impact of a broad range of related issues or factors
- Asks appropriate questions to ensure understanding
- Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change
- Organises time effectively
- Demonstrates ethical behaviours
- Relationship Management & Collaboration
- building and fostering strong trust-based relationships with clients and internal partners across the organisation. A skilful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic

**Benefits**:
Ticketmaster is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, creed, color, national origin, sex, pregnancy, sexual