Manager, Marketplace Support, Microflex - Tours and Onsale

Job Description

Title: Manager, Marketplace support, Microflex – Tours & Onsales

Division: Ticketmaster

Location: UK/Europe Fully Remote

Contract Terms: Permanent, Full Time + travelling required

THE TEAM

Marketplace Support is situated at the intersection of Product, Technology, and Fan engagement. Our team's aim is to deliver the finest fan experience by harmonising the efforts of Marketplace and Enterprise teams with the requirements of our Artist and Venue clients, delivering a premium fan experience.

THE JOB

The MPS Manager role offers an exciting opportunity within the new Marketplace Support MFX team. This position involves guiding the new team towards achieving specific business goals (OKRs), while also supporting the overarching objectives of Marketplace Support Global.

The team, which will include colleagues in both Event Analyst and Operations Project Manager roles, will work towards full ownership of the onsales process for Microflex markets, building upon the work already undertaken by the MCAS team in this area, whilst looking to install trusted global process and overall strengthen the onsales support for these key TM markets through consultation and collaboration with key stakeholders across Business and TM Music verticals, Product and Technology verticals, Fan Support, and Incident Management teams.

Collaborating closely with MPS Leadership is paramount. Together, they focus on policy development, goal management, productivity metrics, staff evaluation, performance issues, training, and the maintenance of crucial business relationships.

WHAT YOU WILL BE DOING

Responsibilities include day-to-day resource allocation for projects and on-sale support, gap analysis, and liaising with other department leads listed above to coordinate scheduling and onsale planning.

Continuous improvement of functional processes is a core focus. This encompasses workflow request systems, tracking, tools, QA processes, communication, and on-sale call management. Enhancements in these areas aim to enhance precision and quality across significant events and on-sales, ultimately optimising the Fan Experience. Working closely with MPS Leadership, the MPS Manager discusses, documents, implements, and executes these improvements.

Staying abreast of new MFX and channel developments, as well as digital strategies and key company initiatives, is vital. Providing valuable input on product-related projects and engaging in staff education are also part of the role.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

The MPS Manager may at times lead in addressing business disruptions and providing summaries to Senior Management and various stakeholders. Effective communication with Tech, Dev, or cross-functional teams across platforms like Slack, Outlook, Confluence, JIRA, and Salesforce is crucial. This includes notifying affected teams, updating Senior Management, explaining causes and resolutions, logging and tracking bugs, and conducting reviews.

Technical
• Prior experience with the Microflex system is essential, ideally from a support perspective.
• Experience with Live Nation, and Ticketmaster marketplace channels useful.
• Ability to navigate through workstream tools (TM1, JIRA, Salesforce)

Intellectual
• Strong understanding of the business needs of the fan, artist, and MFX market clients
• Ability to thrive in a high-pressure environment
• Excellent verbal and written communication skills with exceptional attention to details

Interpersonal
• Proven leadership skills
• Strong communication, presentation, and written skills
• Excellent time-management and organisational expertise
• Flexibility that allows effective teamwork with people at all levels of the organisation
• Can work independently while working collaboratively

Motivation
• Desire to work in a fast-paced, multi-tasking, fluid environment with ever-changing priorities
• Must be resourceful and able to negotiate your needs from the company

YOU (BEHAVIOURAL SKILLS)
• Rock Solid Reliability – I earn the trust of 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 right
• Winning Teamwork – I collaborate with others; I share information openly; I listen; I show recognition and appreciation for the contributions of others; I know that I can't succeed alone.

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

#LI-REMOTE #LI-RL

Jobcode: Reference SBJ-rvbjyw-3-149-27-129-42 in your application.