Client Manager

Job Summary:

JOB DESCRIPTION: CLIENT MANAGER
 

Location: Australia & New Zealand

Division: Moshtix & Universe

Line Manager: GM – Client Services

Contract Terms: Permanent, 38 hours per week
 

ABOUT MOSHTIX

Hi, we’re Moshtix, Australia’s most trusted GA ticketing provider, and part of the Ticketmaster family. We specialise in live music and a broad range of entertainment events, working with some of the country’s most iconic entertainment events, exhibitions, festivals and venues. We help people discover and share the live entertainment they love through our mission to “make live easy”.

THE JOB

As a Client Manager, your primary responsibility will be keeping your clients happy such that they are ambassadors for Moshtix.

Clients will remain loyal to our business, and new Clients will be impressed by your personalised, relevant and professional delivery of products and services that will compliment their business and position Moshtix as being a partner that creates value. Enhancing Moshtix’ s reputation will always be at the core of your focus.

You will ensure each Client is using the best tools we have available to drive ticket sales, ancillary revenue, and fan engagement, for the benefit of the Client, the Fan, and Moshtix. 

WHAT YOU’LL BE DOING

• Develop and grow relationships with existing and potential clients.  Client Managers will establish and maintain a network of industry contacts as an ambassador for Moshtix.

• Full cycle event planning and execution, including accurate event building.

• Oversee the delivery of event day services for your clients. This includes liaising with the Event Services team on staff and equipment requirements.

• Attend key events for your clients in the capacity of Client Manager and support the Event Services Team where required.

• Play an active role in key projects for the business that are undertaken from time to time. This may include but are not limited to projects that improve our platform, reviews of operational processes.

• Provide efficient testing when required for the QA Pipeline.

• Log detailed reports of bugs and other issues for the technology department.

• Ensure that ticketing service delivery aligns with the most effective, efficient, and highest quality delivery possible including communication internally and externally, and the use of internal documents, policies and procedures.

• Manage client relationships whilst ensuring that all contractual obligations are understood and achieved.

• Ensure Fan Experience 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.

• In conjunction with the Marketing Department, develop marketing initiatives specific to client needs to maximise ticket sales.

• At every opportunity, the use of new products/functionality should be enthusiastically embraced and opportunities for innovation should be encouraged.

• Ensure finance are fully informed of all financial arrangements and both Moshtix and the client meet their financial obligations under the contractual arrangement or letter of agreement.

• Entertain clients and attend client functions and launches as required.

• Identify opportunities to grow ticket sales, revenue and ancillary revenue through product, technology and marketing initiatives.  Identify new business and assist the Sales and Business Development team in securing new business.

• Actively participate in the renewal plans of all existing clients to ensure 100% retention rate.

• Mentor and guide Client Managers to motivate high performance and work enjoyment; cultivate an environment of innovation and fun; and to maintain a high level of enthusiasm for events.

• Provide additional value to the Moshtix relationship with your clients by creating and maintaining Client Action Plans, regular Client Debrief, End of Event Report process and regular engagement opportunities.

• Make a positive contribution to the culture of Moshtix and look for ways to help us become Australia’s employer of choice in the ticketing industry.

• To adhere to quality management, safety and environment company policies

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Extensive ticketing and client relationship experience

• Highly developed written and verbal communication skills and well developed influencing and negotiating skills

• Passion for delivering events and strong awareness of the live entertainment and/or ticketing industry.

• Ability to recognise and pursue new business opportunities.

• Experience developing and implementing strategic plans.

• Work related knowledge and experience in contracts.

• Knowledge of technological and marketing applications.

• Group presentation skills.

• Strong written and verbal communications skills.

YOU (BEHAVIOURAL SKILLS)

• Proactive, driven and highly organised, able to manage to a constantly varying and challenging workload

• A calm and controlled approach to working in high-pressure situations with a number of different parties

• The ability to build and maintain interpersonal and professional relationships

• A highly motivated and conscientious individual with the ability to use self-initiative

• A strong team player able to work with different internal departments and external agencies

• Flexible with hours and adaptable to changing needs.

• Strong sense of commitment to work and team

• Demonstrated ability to develop and nurture relationships and work effectively at all levels of client management

• High energy and a personality that thrives in a fast-paced, changing environment

• Ability to follow processes and meet deadlines

• Strong attention to detail

• Excellent time management skills and ability to multitask and work under pressure

• Analytical mind and proven problem-solving ability

• Strong use of initiative and can think on your feet

• Ability to think strategically

LIFE AT TICKETMASTER

We are proud to be a part of Live Nation Entertainment, the world’s largest live entertainment company.

Our vision at Ticketmaster is to connect people around the world to the live events they love. As the world’s largest ticket marketplace and the leading global provider of enterprise tools and services for the live entertainment business, we are uniquely positioned to successfully deliver on that vision. 

We do it all with an intense passion for Live and an inspiring and diverse culture driven by accessible leaders, attentive managers, and enthusiastic teams. If you’re passionate about live entertainment like we are, and you want to work at a company dedicated to helping millions of fans experience it, we want to hear from you.

Our work is guided by our values:

Reliability - We understand that fans and clients rely on us to power their live event experiences, and we rely on each other to make it happen.

Teamwork - We believe individual achievement pales in comparison to the level of success that can be achieved by a team

Integrity - We are committed to the highest moral and ethical standards on behalf of the countless partners and stakeholders we represent

Belonging - We are committed to building a culture in which all people can be their authentic selves, have an equal voice and opportunities to thrive

Moshtix Core Values

Extraordinary Service – We're highly regarded for delivering extraordinary service through our people and solutions, with a mission of “Make Live Easy”. We listen, we respond, and we deliver. We push ourselves to create value every step of the way. 

In It Together – We are proud of our highly supportive ‘In It Together’ Team Culture that drives our cross-department collaborative ethos. We have built deep relationships with our Clients and Fans over more than 20 years by being there to support when it matters most, rolling our sleeves up whenever required.

Passion & Humility – WE thrive on the energy of what we do – connecting people to create lifelong memories through Live experiences. We love to see our Team, Client and Fans succeed, but always celebrate with humility, gratitude and pride, without arrogance or ego, knowing the end of an event is the start of the next.

Purpose Driven – We understand and focus on what matters most to create exceptional, measurable results that delivers real value to our Clients and Fans.  We are committed to having the personal and professional rigour that drives us to learn from our experiences and constantly improve.

Trusted – We’re trusted because we’re transparent, honest, and genuine. Our experience, expertise and integrity provide reassurance that we deliver on our promises and are “in the trenches” when our Clients and Fans need us most. 

EQUAL OPPORTUNITIES

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

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