Event Programming Lead

Job Description

Event Programming Lead (Managerial position)

JOB DESCRIPTION – JOB TITLE Event Programm ing Team Lead , (Manager ial position)

Location: Barcelona , Spai n.

Division: Ticketmaster International .

Line Manager: Director Support & Operations, Spain.

Contract Terms: Permanent , Full time

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 in 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
of
our ticketing products is also key in improving our service proposition and solving
our clients' and local Markets' needs and challenges day-to-day.

THE JOB

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

You will be responsible for managing the Event Programm ing team composed of 8 team members , providing effective leadership, direction, and motivation to meet event services standards and business wide
objectives . Th e t eam's d ay to day involves owning the process of collecting, reviewing, and inputting accurate data into Ticketmaster ticketing systems and developing procedural best practices and standards.

In addition, t he 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 supports them when self-program ming events using T icketmaster's product suite.

We are seeking a hands-on individual who, as the Leader within the team, can guide the team to create and manage events and client contacts
on a daily basis t . 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 team members , by promoting a positive working environment. Dealing with the team's professional development , project allocation, and performance mana gement i n general .
• 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 and international projects.

Event Building
• 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
Opera ti onal 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.

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

Troubleshooting and support
• 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 p oints 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 and experience , ensuring ongoing training, career, and personal development within the team.
• High level
of English (Work language is Spanish, however you will be required to regularly work with the Hea d
Office and other regions in English) .
• Must be computer literate with excellent data entry and proof-reading skills.
• Excel knowledge at an advance d level .
• Data driven oriented . E xperience using CS KPIs and implementing a culture of metrics in the team .
• Must be flexible and willing to adapt to a dynamic schedule, including occasional weekends, evenings, holidays, and travel as needed.

Desirable but not essential requirem en ts:
• Experience in ticketing or events industry preferred.
• Experience using CRMs or Customer Service Management Tools.
• Overall awareness of the entertainment and sports business is important.
• Quality Control experience is a plus.

YOU (BEHAVIOURAL SKILLS)

The following attributes determine how the role will be carried out and are required to be a success:
• Good organizational skills, with a high level
of attention to detail .
• Ab ility 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 .

TICKETMASTER VALUES
• Rock Solid Reliability – I earn the trust of clients, co-workers, and fans; I set clear expectations; I deliver high quality work on time and
on task; I take the time to do things righ t.
• Winning Teamwork – I collaborate with others; I share information openly; I listen and take time to empathize and understand where
others are coming from; I show recognition and appreciation for the contributions of
others.
• Act with Integrity – I am proud of the way I represent myself and the company to others; I act with good intentions; I have direct, honest conversations while creating a safe work environment for open dialogue; I represent information and data accurately and completely .

EQUAL OPPORTUNITIES
• We are passionate and committed to our people and go beyond the rhetoric of diversi

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Jobcode: Reference SBJ-r766x8-18-191-198-245-42 in your application.