Fan Support Manager

Job Summary:

JOB DESCRIPTION – Fan Support Manager

Location: Helsinki, Finland

Division: Fan Support

Line Manager: Regional Head of Fan Support – Ticketmaster Northern Europe

Contract Terms: Permanent – Full time

THE JOB

In this role as Fan Support Manager you will initially report to the Regional Head of Fan Experience — Northern Europe. This is a Manager role within the Ticketmaster Northern Europe region, supporting your local market and regional leadership team in the development and delivery of the business strategy.

You will drive the Fan Support (FS) initiative in your local market, ensuring that you are measuring, reporting, and acting on feedback, identify opportunities to improve our service both internally and externally specifically through fan sentiment via NPS, Customer Satisfaction and external reviews.

You will demonstrate great leadership skills and the ability to combine market experience with business strategy to extract greater value to the business driving a culture of innovation and excellence throughout the workforce with exceptional leadership skills.

WHAT YOU WILL BE DOING

• Manage, coach, motivate and develop your local Fan Support team to maximize performance in line with SLA’s and KPI’s.

• Continuously review and manage around your key performance indicators to ensure the department is on target to deliver on its objectives.

• Champion a Fan First culture, supporting the embedding of this into the DNA of our business, improving the Fan Support across the wider business, offering insight from customer feedback to drive innovation, with the aim to reduce fan contacts.

• Promote a positive and proactive working environment for your local Fan Support team, with a specific focus on the motivation & development of your team on to meet & exceed their objectives.

• Meet/communicate regularly with the Regional Head of Fan Support to review and report on progress towards meeting business objectives and discuss future strategic direction.

• Work with the other Ticketmaster function leads to enhance co-operation and best-practice sharing and to implement cross-company strategies to contribute to the success of the whole business. This includes managing event related communication with fans, on sales, staff resources and forward plans to manage workloads and peak periods.

• Actively participate and where appropriate lead initiatives and projects which impact your local Fan Support team and market.

• Provide quantifiable data and recommendations on Fan Support matters to support and influence strategy, decisions, and initiatives.

• Optimize operating system performances to the most efficient workflow for your team.

• Ensure your business areas are continually driving efficiencies whilst achieving and exceeding their KPI and OKR goals.

• Manage operating costs by continuously reviewing business measures against annual budgets together with the Regional Head of Fan Support — Northern Europe.

• Travel and work on site as needed/ as required to meet business needs and commitments.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Has substantial, demonstrable experience of supervising a team in a customer service environment, with a strong understanding of the business context in which they operate.

• Strong written and verbal communications skills and must be fluent in Finnish language with strong English skills

• Results oriented, experienced in achieving targets and implementing initiatives

• Working with a sense of urgency to deliver results

• The ability to express business value through data

• Extensive experience with building and maintaining strong relationships with stakeholders

• Strong people management skills

• Can deliver quality evaluations and coaching support for Fan Support agents

• Excellent time management and organizational skills

YOU (BEHAVIOURAL SKILLS)

• Makes high quality decisions in a timely manner, considering both the immediate and long term consequences of decisions.

• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.

• Organizes time effectively and plans for future needs, maximizing the use of available resources.

• Asks appropriate questions to ensure understanding, to generate new ideas and innovative solutions.

• Demonstrates ethical behaviors.

• Passionate about delivering service excellence.

• Strategic, enthusiastic and positive.

• Adapts own behavior to take account of others’ expectations.

• Conducts thorough searches for relevant information when reviewing procedures or approaching problems.

• Carefully weighs the impact of a broad range of related issues or factors.

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

EQUAL EMPLOYMENT OPPORTUNITY

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.

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.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review.

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Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.