JOB DESCRIPTION – CLIENT MANAGER

Location: Melbourne, Australia
Division: Support and Operations
Line Manager: Regional Area Manager/Area Manager
Contract Terms – Permanent, Full Time

WHAT YOU NEED TO KNOW (OR TECHNICAL SKILLS)

• Communication (Communication) - You must be able to demonstrate strong communication skills, both written and verbal. Strong ability to communicate with clarity and confidence business developments and each client’s requirements and deadlines to internal and external customers. Effective listening skills are also paramount along with the ability to resolve disputes or conflicts with clients. The ability to effectively handle difficult conversations is a key communication requirement.
• Research/Analytical (Innovation) - You will need to possess an up-to-date knowledge of industry developments incorporating marketing and technological advances, both internally and externally.
• Computer literacy - I.T. literacy essential - Windows Office Suite (PowerPoint, Word, Excel and Outlook) Familiarity and aptitude with a significant number of different ticketing systems, products and websites/apps.
• Flexibility (Accountability) - You must demonstrate an ability to accommodate and adapt to the changing needs of the business in a highly pressured working environment. At the same time, proven ability to adhere to set guidelines and process adherence. Deal with higher-level complaints and recognise the need for flexibility where applicable.
• Customer / Client Focus (Service Excellence) - Ensure Ticketmaster’s internal and external customers’ needs are continually satisfied. Maintain and build of strong customer relationships with current and future clients.
• People Management & Leadership (Teamwork) - Effectively manage the professional requirements of Ticketmaster’s internal and external customers. Lead by example; gather support from staff and work together to achieve desired outcomes.
• Initiative (Passion) - Possess “natural energy” with a proactive focus responding quickly and positively to ensure that business deadlines and needs are met.
• Results oriented - Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and applying the effective application of effort and resources, combined with passion, belief and energy.

YOU (BEHAVIOURAL SKILLS)

• 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 while creating a safe work environment for open dialogue; I represent information and data accurately and completely
• Able to travel to office minimum 3 days a week

• Direct responsibility for overseeing the management of a specific client base to develop and maintain excellent client relationships whilst ensuring that all contractual obligations are understood and achieved. From time to time this client base may be amended due to business needs.
• Meet and exceed the client service level agreements and educate clients within procedural guidelines or product updates/new features to ensure a complete solution to their service or technical questions.
• Plan and deploy ticketing strategies for future events including revised reporting opportunities.. You will have working knowledge of various ticketing systems and access control support to suit the needs of the clients and event day operations which can include various ticketing models such as season ticketing.
• Work closely with internal departments to ensure they are kept fully informed about upcoming events and services that have been committed to clients. Accordingly, provide all necessary information and assistance to these departments in their planning so all client deadlines are achieved. Consult with clients and internal departments to understand their business initiatives and how our solutions can assist them.
• Ensure staff in Groups, Contact Centre, and Box Office teams have accurate information and are sufficiently briefed, effectively trained, motivated and empowered to make decisions within their respective areas when performing duties related to event management to ensure the provision of excellent service to patrons.
• Develop clear policies and procedures for Client or Venue Box Offices. Furthermore, the Client Manager will work closely with Venue/Client Box Offices and support areas ensuring they are properly set up and appropriately rostered with fully trained staff to provide the maximum level of service. This is done either as part of the role of Client Manager or if possible, done through team coordination with a local Box Office Manager. Certain Events and/or Clients will require the presence of the Client Manager on-site during the event
• Work closely with the Marketing Department, developing marketing initiatives specific to client needs in order to maximise ticket sales. You will also be required to develop post event reports, event analysis and provide recommendations for future events.
• Ensure the coordination and direction of all parties involved in ticketing and box office including all Ticketmaster personnel and financial arrangements (armed money escorts, security, working environments, banking, on-line credit card facilities, merchant numbers, codes, service charges and settlement arrangements) are finalised prior to ticket sales commencing.
• You will actively support new initiatives and product developments to the client across all TM products. This may include providing initial troubleshooting techniques to identify the root cause of the issue and work with central teams to expediate problem resolution.
• Ensure system inventory is synced, balanced and managed between Ticketmaster, HOST and Archtics (where applicable), escalating system issues as required. Assist the Archtics Team with upgrades, installations, and conversions of existing and new clients.
• Working with the Regional Area Manager you will ensure that Ticketmaster has a signed Ticketing Agreement with the client for the respective Event(s) prior to ticket sales commencing.
• You will ensure Corporate Services are fully informed of all financial arrangements and both Ticketmaster and the client meet their financial obligations under the contractual arrangement or letter of agreement.
• You will be responsible for checking all event finance settlements and royalty payments for accuracy for clients prior to final approval of your Manager.
• You will entertain clients and attend client functions and launches as required, and which maybe outside normal business hours. You will attend and/or facilitate presentations on Ticketmaster operations and products for existing and potential clients.
• Be available to work flexible hours, including weekends and public holidays.
• Carry out other duties that may be required by the Regional Area Manager.
• To adhere to quality management, safety and environment company policies