Event Programming Lead Managerial position

Job Summary:

JOB DESCRIPTION - JOB TITLE: Event Programming Team Lead (Managerial position)

Location: Barcelona, Spain.

Division: Ticketmaster International.

Line Manager: Director Support & Operations, Spain.

Contract Terms: Permanent, Full time

THE TEAM

The 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.

The EMEA Support & Operations team, a vertical of this organization, oversees the full event life-cycle services 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 continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction.

THE JOB

In this role as an Event Programming Team Lead, you will hold a managerial role within the Support & Operations team in Spain, supporting Ticketmaster clients in all their event programming needs.

You will manage the Event Programming team composed of 8 members, providing effective leadership, direction, and motivation to meet event services standards and business-wide objectives. The team's day-to-day 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 event updates based on work requests from clients.

We are seeking a hands-on individual who can guide the team to create and manage events and client contacts daily. 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

• Lead and manage the Event Programmers Team composed of 8 members, promoting a positive working environment.
• Organize and prioritize work requests for Event Programming staff to meet client SLAs.
• Oversee and assist in the accurate and timely creation of events.
• Ensure all event programmers are continuously trained in event programming practices and tooling.
• Represent the Event Programming team in interdepartmental and international projects.

Event Building

• Creation and management of events and client contacts.
• Manage/improve client self-service initiatives.
• Accountable for inputting accurate event support information into the Operational CRM.
• Monitor onsales diary to ensure timely event builds.

Analyzing and Reporting

• Own the achievement of the team's KPIs and OKRs.
• Manage and monitor Event Management quality metrics and discrepancies.
• Monitor and control Event Management Performance Metrics.
• Maintain departmental documentation on events and procedures.

Troubleshooting and support

• Coordinate EP service with Client Support Team to ensure client satisfaction.
• Work with Fan Support team to facilitate event information.
• Anticipate problems within event building and plan contingencies.
• Act as escalation points for client issues and resolution.

WHAT YOU NEED TO HAVE (or TECHNICAL SKILLS)

• At least 3 years of proven experience as a manager of a team/department.
• Strong team management and leadership skills.
• High level of English (work language is Spanish).
• Must be computer literate with excellent data entry and proof-reading skills.
• Excel knowledge at an advanced level.
• Data-driven orientation with experience using CS KPIs.
• Must be flexible and willing to adapt to a dynamic schedule.

Desirable but not essential requirements:

• Experience in ticketing or events industry preferred.
• Experience using CRMs or Customer Service Management Tools.
• Overall awareness of the entertainment and sports business.
• Quality Control experience is a plus.

YOU (BEHAVIOURAL SKILLS)

• Good organizational skills with high attention to detail.
• Ability to successfully handle multiple priorities.
• Excellent time management skills.
• Ability to identify areas of improvement.
• Lead by example.
• Ability to communicate effectively with clients.
• Ability to build strong trust-based relationships.

TICKETMASTER VALUES

• Rock Solid Reliability - I earn the trust of clients, co-workers, and fans.
• Winning Teamwork - I collaborate with others and share information openly.
• Act with Integrity - I represent myself and the company with pride.

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.

CULTURE

We're fans who help fans everywhere get into the live events they love.

#LI-Hybrid #LI-RL