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Job Summary:

Job Description –

Job Title: Event Programming Team Lead - (Fluent Spanish & English)

Location: Barcelona, Spain (Hybrid Working)

Division: Ticketmaster International

Line Manager: Director Support & Operations, Spain.

Contract Terms: Permanent 40 hours per week.

THE TEAM

Global Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe to achieve the highest levels of employee, fan & client satisfaction.

EMEA Support & Operations team, a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.), in markets that operate on the Microflex platform.

Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs.

We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge on our ticketing products is also key in improving our service proposition and solving for our clients’ and local Markets’ needs and challenges day-to-day.

THE JOB

In this role as an Event Programming Team Lead, part of the Support & Operations team in Spain, you will support Ticketmaster clients in all their event programming needs.

You will be responsible for direct management of the Event Programming team, providing effective leadership, direction, and motivation to meet event services standards and business wide objectives. This position involves owning the process of collecting, reviewing, and inputting accurate data into Ticketmaster ticketing systems and developing procedural best practices and standards.

The Event Programming team is responsible for building events, advanced configurations, amendments management, inventory changes, price changes/promotions, quality assurance and other events updates based on work requests from clients. The team oversees that the requirements of our clients are met and supporting them when self-programming events using Ticketmaster’s product suite.

We are seeking a hands-on individual who, as part of the team, can create and manage events and client contacts on a daily basis to support the team when needed. This person will also provide support during peak seasons and aim to understand the day-to-day operations of the team thoroughly.

What You Will Be Doing

Team leading

• Direct Management of the Spain Event Programmers, promoting a positive working environment.
• Organize and prioritize work requests for Event Programming staff, so that client SLAs are met.
• Oversee and assist in the accurate and timely creation of events.
• Lead, organize and ensure all event programmers are continuously trained in event programming practices and tooling to manage any complexity/size event.
• Represent the Event Programming team in interdepartmental or international projects.
  
  

• Creation and management of events and clients contacts, as one of the team.
• Manage / improve client self-service initiatives.
• Accountable for the input of accurate event support information into the Operaitonal CRM throughout the different Event Life-cycle stages.
• Monitor onsales diary to ensure event builds for scheduled event on-sales are being received in time.
  
  

• Own the achievement of the team’s KPIs and OKRs
• Manage and Monitor Event Management quality metrics and EP discrepancies to ensure required levels of service are always provided to clients.
• Monitor and control Event Management Performance Metrics for making sure the workload distribution within the team is optimal.
• Maintain departmental documentation on events and procedures.
  
  

• Coordination of EP service with Client Support Team to ensure client satisfaction.
• Actively work with Fan Support team to facilitate event information as needed to answer any customer questions or claims.
• Anticipate problems within event building and plan contingencies and strategies to deal with them.
• Escalation point for client issues and resolution.
  
  

• Strong team management skills and experience, ensuring ongoing training, career, and personal development within the team.
• Experience in ticketing or events industry preferred.
• Overall awareness of the entertainment and sports business is important.
• High level of English.
• Must be computer literate with excellent data entry and proof-reading skills.
• Excel knowledge at an advance level.
• Experience using CRMs or Customer Service Management Tools.
• Data driven oriented. Experience using CS KPIs and implementing a culture of metrics in the team.
• Quality Control experience is a plus.
• Must have the ability to accommodate a flexible schedule including some weekends, evenings, and holidays.
  
  

• Good organizational skills, with a high level of attention to detail.
• Ability to successfully handle multiple priorities.
• Excellent time management skills.
• Eye to identify areas of improvement to thrive for service excellence.
• Lead by example.
• Ability to communicate effectively with clients and educate others in how to do it.
• Ability to build and foster strong trust-based relationships with internal partners across the organization.
  
  

• Our work is guided by our values:
  
  

• 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 home life. 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.
  
  

• We’re fans who help fans everywhere get into the live events they love. A proud division of Live Nation Entertainment, Ticketmaster has changed the way the world connects with their favorite artists, teams, and shows, and we continue to shape innovation every day.
• We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. And we think that’s amazing. If you’re passionate about the magic of 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.
• We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.