Experience Manager - PNC Music Pavilion

Job Summary:

Job Description

Who are we?
Live Nation Entertainment is the world’s leading live entertainment and eCommerce company, comprised of four market leaders: Ticketmaster, Live Nation Concerts, Front Line Management Group and Live Nation Network.  As the largest producer of live music concerts, Live nation Concerts operates over 45 venues across the United States.  For additional information, visit http://www.livenationentertainment.com/.

 
Who are you?
Employees have a leading role in the service experience our guests have.  The extent to which we recognize our employees for service well done, is the extent to which they will care not only for the guests, but for each other.

That's why SAFETY for employees and guests is our first priority.  We show CARE around every corner and look to create ENCORE moments of service excellence for everyone.  Our commitment to EFFICIENCY is our way of staying well organized.  So join us!  We need these kinds of skills and talents as we Create Once in a Lifetime Experiences for our Fans. 

 
The Role:
Live Nation is currently seeking an Experience Manager for the PNC Music Pavilion.  The position will directly report to the venue General Manager.  The Experience Manager will be responsible for administering various corporate and venue designed programs to support employee engagement, venue staffing and guest service division-wide goals.  This is a seasonal, full-time position from February through October working an average of 40 hours per week. 

Job Requirements

Responsibilities:

• In partnership with the venue General Manager, this position is responsible for administering employee engagement, venue staffing and guest service division-wide goals. 
• Plan and coordinate processes and activities associated with employee engagement and guest service.
• Partner with the venue's Guest Ambassadors to create Miracle Moments at every show. 
• Will be lead in maintaining metrics and sharing information with the corporate office.
• Work with Department Managers and Supervisors to ensure service standards are being communicated pre-event and demonstrated during and post the event.
• Will be the venue's brand ambassador and the face of the service culture program.
• Administrator for the guest service, recognition and employee training system(s).
• Administer anniversary service awards and other employee recognition and guest service programs.
• Responsible for completing the Post Event Service Recap ad analyze other venue service reports to create action plans for service improvements in partnership with the General Manager.
• Lead the end of season employee opinion survey for the venue.
• Research best practices and collaborate with the General Manager to develop venue opportunities to increase employee engagement, increase guest satisfaction.
• Help facilitate new employee orientation.
• Manage applicable venue service program budget and process vendor invoices.
• Investigates and responds to guest issues.
• Interacts positively with guests to maintain customer loyalty.
• Keep record of guest service interactions or transaction, recording details of inquiries, complaints or comments, as well as actions taken for resolution.
• Primary responsibilities will focus on events at Charlotte Metro Credit Union Amphitheatre; secondary duties will include assisting as needed at PNC Music Pavilion. 

Qualifications:

• Bachelor degree in Communications, Marketing, Business, Human Resources, or equivalent experience.
• Proficient computer skills of Microsoft office programs (Outlook, Excel, Word).
• Detail oriented, highly organized, energetic, a self-starter and a good communicator.
• Taps into their creativity to create band member (staff) and guest materials.
• Problem solver.
• Serves as a good listener.
• Comfortable drawing out or collecting feedback from all band members.
• Has a natural interest in helping others and a heart for service.
• 1+ years experience working with employee reward and recognition preferred.
• Public speaking or group facilitation skills a plus.
• 3 + years office experience. 
• Handle multiple tasks simultaneously.
• Work effectively under pressure and/or stringent schedule and produce accurate results.
• Remain flexible and adjust to situations as they occur.
• Work in a fast paced environment and handle heavy workload that can present stressful situations.
• Work extended and/or irregular hours including nights, weekends, and holidays, as needed.

If the above description sounds like you and fits your background, apply online at http://www.livenation.com/careers/index.html to join the Live Nation Entertainment team today!
 
Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.
 
EQUAL EMPLOYMENT OPPORTUNITY
Live Nation Entertainment strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
 
HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
 
Live Nation Entertainment recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation Entertainment may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.