Job Summary:
JOB DESCRIPTION – Client Manager
Location: Tokyo, Japan - Onsite
Division: Ticketmaster APAC
Line Manager: Director of Operations
Contract Terms: Full Time
THE TEAM
The Client Management team is responsible for the delivery of exceptional ticketing service to clients (Venue & Promoter) through the effective management of client requirements.
Working closely and collaboratively with both clients and internal stakeholders ensuring systems and processes are delivered to ensure not only a positive client experience but also a positive customer experience.
The Client Services team are key to maintaining a strong and connected client relationship and plays a critical role in the development and implementation of ticketing strategies to maximise sales.
THE JOB
The Client Manager is responsible for delivering high client standards and corporate objectives and will also work as a team member within the Client Services team sharing knowledge, information and valuable client feedback with other colleagues to assist in the formulation and implementation of strategies that create an outstanding ticketing service to our clients.
The Client Manager must maintain and nurture client relationships to ensure their ongoing development by providing optimum benefits from Ticketmaster technology and marketing initiatives.
Client Management Best Practice – to 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.
Client Relationships – Develop and grow relationships with existing and potential clients. The Client Manager will establish and maintain a network of industry contacts as an ambassador for Ticketmaster.
Revenue Growth – identify opportunities to grow ticket sales, revenue and ancillary revenue through product, technology and marketing initiatives.
WHAT YOU WILL BE DOING
Client Management
You will be proactive in the management of a specific client base and develop long-term partnerships with clients which ensuring contractual obligations are understood and achieved.
You will plan and deploy ticketing strategies for clients ensuring improvements and recommendations are applied from previous years’ events.
You will maintain current knowledge of Ticketmaster’s technology advances and marketing initiatives to ensure the most up to date and relevant information can be communicated to clients.
Keep abreast of external trends in the marketplace to enable informed advice to be given to clients and to promote development of internal strategies to optimise client relations.
You will manage client relationships whilst ensuring that all contractual obligations are understood and achieved.
You will identify new business opportunities and participate in the presentation with new Clients.
You will ensure all relevant staff are kept fully informed about upcoming events and services that have been committed to clients. Accordingly provide all necessary information and assistance to these departments in their planning so all client deadlines are achieved.
You will ensure all relevant staff 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.
You will work closely with Venue/Customer Service and support areas are properly set up and appropriately rostered with fully trained staff to provide the maximum level of service. Certain Events and/or Clients will require the presence of the Client Manager on-site during the event.
You will assist in the development of clear policies and procedures for Client Managers and for Venue/Customer Service.
You will ensure the coordination and direction of all parties involved in ticketing and box office including all Ticketmaster personnel and financial arrangements (armed money escorts, security, working environments, catering, banking, on-line credit card facilities, merchant numbers, codes, service charges and settlement arrangements) are finalised prior to ticket sales commencing.
At every opportunity, the use of new products/functionality should be enthusiastically embraced and opportunities for innovation should be encouraged.
You will entertain clients and attend client functions and launches as required, and which maybe outside normal business hours.
You will arrange and/or facilitate presentations using Ticketmaster technology for existing and potential clients.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
Customer / Client Focus
Extensive ticketing and client relationship experience ensuring Ticketmaster’s internal and external customers’ needs are continually satisfied. Maintain and build of strong customer relationships with current and future clients.
Communication
Demonstrating strong communication and presentation skills, both written and verbal, with English fluency and Japanese proficiency. Assist with the development of clear written policies and procedures for Client Managers. Strong ability to communicate business developments, client requirements, and deadlines with clarity and confidence to internal and external stakeholders across both English and Japanese-speaking environments. Effective listening skills are also paramount.
Flexibility
Demonstrated ability to accommodate and adapt to changing needs of the business in a highly pressured working environment. At the same time, proven ability to adhere to set guidelines and process adherence. Deal with higher-level complaints and recognise the need for flexibility where applicable.
Initiative
Ability to recognise and pursue new business opportunities. Possession of “natural energy” with a proactive focus responding quickly and positively to ensure that business deadlines and needs are met.
Results orientated
Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and applying effective application of effort and resources, combined with passion, belief and energy.
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 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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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.
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