Fan Experience Team Lead

JOB DESCRIPTION – FAN EXPERIENCE TEAM LEAD
Location: Sweden – Gothenburg
Division: Fan Experience
Line Manager: Regional FX Northern Europe
Contract Terms: Permanent - Full time
THE JOB
In this role as Fan Experience Team Lead you will initially report to the Regional Head of Fan Experience — Northern Europe. This is a Team Lead role within the Ticketmaster Northern Europe region, supporting your local market and regional leadership team in the development and delivery of the business strategy.
You will drive the Fan Experience (FX) initiative in your local market, ensuring that you are measuring, reporting, and acting on feedback, identify opportunities to improve our service both internally and externally specifically through fan sentiment via NPS, Customer Satisfaction and external reviews.
You will demonstrate good leadership skills and the ability to combine market experience with business strategy to extract greater value to the business driving a culture of innovation and excellence throughout the workforce with exceptional leadership skills.
WHAT YOU WILL BE DOING


Lead, coach, motivate and develop your local Fan Experience team to maximise performance in line with SLA’s and KPI’s.
Continuously review and manage around your key performance indicators to ensure the department is on target to deliver on its objectives.
Champion a Fan First culture, supporting the embedding of this into the DNA of our business, improving the Fan Experience across the wider business, offering insight from customer feedback to drive innovation, with the aim to reduce fan contacts.
Promote a positive and proactive working environment for your local Fan Experience team, with a specific focus on the motivation & development of your team on to meet & exceed their objectives.
Meet/communicate regularly with the Regional Head of Fan Experience to review and report on progress towards meeting business objectives and discuss future strategic direction.
Work with the other Ticketmaster function leads to enhance co-operation and best-practice sharing and to implement cross-company strategies to contribute to the success of the whole business. This includes managing event related communication with fans, on sales, staff resources and forward plans to manage workloads and peak periods.
Actively participate and where appropriate lead initiatives and projects which impact your local Fan Experience team and market.
Provide quantifiable data and recommendations on Fan Experience matters to support and influence strategy, decisions, and initiatives.
Optimise operating system performances to the most efficient workflow for you team.
Ensure your business areas are continually driving efficiencies whilst achieving and exceeding their KPI and OKR goals.
Oversee the provision of an effective help site - ensuring accurate, up to date information is provided to fans.
Cooperate closely with Teamlead Fulfilment regarding fulfilment of ticket orders including printing, packing and posting tickets in a timely and efficient manner.
Manage operating costs by continuously reviewing business measures against annual budgets together with the Regional Head of Fan Experience — Northern Europe.
Travel as required to meet business needs and commitments - working on site at venues/arenas

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)


Can demonstrate experience of continuous improvement in a customer services environment and understands the business environment in which they will operate
Strong written and verbal communications skills and must be fluent in Local language with strong English skills
Results oriented, experienced in achieving targets and implementing initiatives
Working with a sense of urgency to deliver results
The ability to express business value through data
Experience with building and maintaining strong relationships with stakeholders
Strong people management skills
Can deliver quality evaluations and coaching support for Fan Experience agents

YOU (BEHAVIOURAL SKILLS)


Makes high quality decisions in a timely manner, considering both the immediate and long term consequences of decisions.
Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
Organises time effectively and plans for future needs, maximising the use of available resources.
Asks appropriate questions to ensure understanding, to generate new ideas and innovative solutions.
Demonstrates ethical behaviours.
Passionate about delivering service excellence.
Strategic, enthusiastic and positive.
Adapts own behaviour to take account of others’ expectations.
Conducts thorough searches for relevant information when reviewing procedures or approaching problems.
Carefully weighs the impact of a broad range of related issues or factors.





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