Client Partnership Specialist - Sport

Job Summary:

JOB DESCRIPTION – Client Partnership Specialist - Sport

Location: Melbourne

Division: Sales & Business Development

Line Manager: Client Development Manager – Stadia and Sport

Contract Terms: 2-year fixed term contract, 38 hours/week

THE TEAM

The Sales & Business Development team are key to maintaining strong and connected client relationships and play a critical role in the retention & growth of the Ticketmaster business.

THE JOB

The Client Partnership Specialist will focus and support key projects, KPI’s and drivers that nurture the growth of ticketed attendance at events for a sports portfolio.

The Client Partnership Specialist is responsible for coordinating and helping deliver the key priorities and projects of key sporting clients. The role will support the Client Development Manager, building a strong partnership between clients to strengthen the relationship and deliver against key priorities, whilst working on key partnership plans.  This role requires strong project management skills, well-developed communication skills and management skills that can deliver across multiple projects, objectives and deadlines. This role’s requirements may include working from client offices at least two days a week to nurture and build the partnership between both companies.

Client Relationships

The Client Partnership Specialist will develop and grow relationships with all stakeholders and will deliver key strategic projects, coordinating teams, ensuring effective reporting with a focus on identifying opportunities to grow ticket sales and revenue through Ticketmaster product, technology and marketing initiatives. The role will be responsible for all contract deliverables for the servicing needs of the client and will be required to meet with the client on a regular basis. You will work with the Client Development Manager and the various departments within Ticketmaster, including but not limited to the Products, Marketing, Client Solutions and Support & Operations groups to ensure your client is onboarded with new technology and across any new initiatives in the pipeline.

Revenue Growth

The role will be responsible for identifying opportunities to grow ticket sales, gross ticket value and ancillary revenue through product, technology and marketing initiatives for clients.

Innovation

You will ensure that all key client stakeholders are abreast of latest innovations across Ticketmaster’s range of services and portfolios. The Client Partnership Specialist will work directly with clients to be at the forefront of embedding new innovations that meet the strategic objectives of the Partnership Plan. You will be responsible for the annual planning and delivery of a stakeholder’s innovation forum to showcase trends, ideas and the innovation horizon of Ticketmaster.

Marketing Services

You will work closely together with the Marketing team to ensure the client marketing strategy, including the campaigns, plans and consumer promotion, are executed and maximising ticket sales across all events. You will produce reports to provide key online metrics, insights and recommendations for clients to provide the full marketing service offering. You will work closely with the Marketing team to maximise the performance of events and find promotional opportunities within the Ticketmaster database.

WHAT YOU WILL BE DOING

• You will manage and collaborate on the delivery of Partnership Plans to ensure the delivery of key projects, driving maximisation of revenue, ticket sales and client and consumer satisfaction.
• You will provide exceptional client support and strengthen the relationship with clients.
• You will keep across all details of the client’s events and service delivery, helping to manage and coordinate internal stakeholders to uphold a consistently high level of service.
• You will lead client workshop sessions to support the delivery of key projects, and revenue maximisation or innovation opportunities, including presenting to executives.
• You will forecast ticket/revenue contribution to the segment’s annual business plan by developing and implementing client/Ticketmaster Partnership Plans, including account strategy, profitability analysis, and program projections whilst including opportunities for commercial revenue from the current contract.
• You will deliver ongoing market analysis and assessment of competitors and market intelligence with a focus on the future and value creation.
• You will maintain company’s contact management database (Salesforce) with accurate, up-to-date contact and activity details.

• You will monitor service levels provided by support teams to ensure SLA’s are being met
• You will comprehensively collaborate with a cross-functional team, providing distinct support functions to clients, ultimately maximising client satisfaction scores
• You will keep abreast of external trends in the marketplace to enable informed advice and to promote development of internal strategies to optimise client relations.
• You will ensure the Ticketmaster Sales and Business Development team are compliant with company quality procedures as per ISO 9001:2015.

• You will address client concerns and ensure the resolution of issues in a timely manner, with follow-up when appropriate

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

Customer / Client Focus - Strong commitment to the provision of service excellence. Ensuring Ticketmaster’s internal and external customers’ needs are continually met. Maintain and build strongrelationships with current and future clients. Demonstrated track record in addressing complex issues and balancing internal stakeholder involvement.

Communication - Demonstrating strong communication, interpersonal and presentation skills, both written and verbal.

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. 

Initiative - Possessions 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 projects, results and targets by accepting responsibility, owning the task, and applying effective application of effort and resources, combined with passion, belief and energy.

YOU (BEHAVIOURAL SKILLS)

• A highly motivated and conscientious individual
• Flexibility in work approach with a proactive focus.
• I earn the trust of clients and co-workers; I set clear expectations;
• I deliver high quality work on time and on task;
• Customer focus.  Ensuring clients’ needs are continually met.
• Achievement orientation, measuring outcomes against a standard of excellence and improving performance or results through innovation.
• I collaborate with others; I share information openly;
• I am proud of the way I represent myself and the company to others; I act with good intentions;
• I represent information and data accurately and completely
• Excellent time management skills
• A calm, patient and professional manner
• Good organisational skills, with a high level of attention to detail
• Able to travel to office minimum 3 days a week and work autonomously from clients office.

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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