Client Manager - Ticketing

About the role

Ticketmaster is hiring a Client Manager in Brisbane (Support and Operations division) to oversee a specific client base and maintain excellent client relationships while meeting contractual obligations. The role is permanent, 38 hours per week, and sits within a team delivering ticketing services to venue and promoter clients.

Key responsibilities

• Manage a client base, keeping clients informed of procedural guidelines, product updates and new features, and exceeding service level agreements
• Plan and deploy ticketing strategies for future events, including revised reporting opportunities
• Work with internal departments to keep them informed of events committed to clients and help meet client deadlines
• Ensure staff in Groups, Contact Centre and Box Office teams are briefed, trained and empowered
• Develop policies and procedures for client or venue box offices and support their setup, rostering and staffing
• Be present on site for certain events or clients, and attend client functions and launches, sometimes outside normal hours
• Develop client-specific marketing initiatives with the Marketing Department, write post-event reports and event analyses, and recommend improvements
• Finalise ticketing and box office arrangements, including armed money escorts, security, banking, online credit card facilities, merchant numbers and settlement arrangements
• Support new product initiatives, troubleshoot issues with central teams and keep system inventory synced between Ticketmaster, HOST and Archtics
• Help the Archtics team with upgrades, installations and conversions, and ensure a signed Ticketing Agreement exists before ticket sales start
• Check event finance settlements and royalty payments for accuracy before manager approval

Required profile

• Strong written and verbal communication, listening skills and ability to resolve disputes and handle difficult conversations
• Up-to-date knowledge of industry developments, marketing and technology
• Flexibility in a highly pressured environment, with proven adherence to guidelines and process
• Customer focus, teamwork and leadership, initiative and results orientation
• Reliable, solution-driven and able to work flexible hours including weekends and public holidays

Required skills

• Computer literacy: Microsoft Office suite (Word, PowerPoint, Excel, Outlook)
• Familiarity with many ticketing systems, products and websites/apps