Client Development Manager - Sport & Stadia

Job Summary:

JOB DESCRIPTION – CLIENT DEVELOPMENT MANAGER

Location: Perth, Adelaide, Brisbane, Sydney or Melbourne.

Division: Ticketmaster Australia

Line Manager: General Manager Partnership and Client Success

Contract Terms: Parental leave cover, 38 hours per 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 Development Manager (CDM) will focus exclusively on our client accounts and the needs of clients within our Sport and Stadia portfolio. The CDM is responsible for managing all account and contract requirements for Ticketmaster’s sports and stadia clients. in addition to sourcing and securing new business in their portfolio.

Client Relationships

The CDM will develop and grow relationships with existing and potential clients including contract renewal, service monitoring and strategic development including identifying opportunities to grow ticket sales and revenue through Ticketmaster product, technology and marketing initiatives. The CDM will be responsible for all contract deliverables for the servicing needs for the client and will be required to meet with the client on a regular basis or as per the KPI’s set out in the contract agreement. You will work with various departments within Ticketmaster, including but not limited to the Products, Commercial, Technology and Client Operations groups to ensure your client is onboarded with new technology and across any new initiatives in the pipeline. The CDM will ensure the clients are trained in Ticketmaster products or coordinate the subject matter expert from Ticketmaster to present to the Client in their respective field.

Revenue Growth

The CDM will work with the Commercial team to identify opportunities to grow ticket sales, gross ticket value and ancillary revenue through product, technology and marketing initiatives. For your client portfolio you will be required to present at client meetings and partner closely with other teams to determine a strategy. Ancillary revenue could include but will not be limited to additional sales through Upsells, Ticketmaster Resale, Ticketmaster Platinum and Ticketmaster products such as collector tickets, merchandising and gift boxes.

Business Development

The CDM will identify new business opportunities and develop and implement a plan to provide contracted ticketing solutions and services related to ticketing.  Assist the Sales and Business Development team in securing new business in the primary ticketing market.

WHAT YOU WILL BE DOING

The CDM is responsible for the following duties:

Client development and Sales Planning

- You will manage and collaborate on the development of an account management blueprint, ensuring maximisation of revenue and renewals within our client base.
- You will drive new client sales into the Sports and Stadia portfolio.
- You will forecast clients’ ticket/revenue contribution to the segment’s annual business plan by developing client level business plans, including account strategy, profitability analysis, and program projections whilst including opportunities for commercial revenue from the current contract.
- You will proactively conduct strategic account reviews with all assigned clients on a regular basis to review service needs and sales trends. You will ensure the service delivery of any contract requirements is delivered by various departments in Ticketmaster.
- In conjunction with other senior management you will assist in developing policy options for discussion and approval, embracing all aspects of event ticketing and the Ticketmaster business in the relevant segment.
- 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

Organisation and Operation

- You will be familiar with and ensure that all documentation regarding contracts are in place and adhered to.
- You will regularly report on business performance and tracking of internal KPI’s relating to key client accounts and communicate relevant business issues.
- You will demonstrate effective financial management of all client relationships including budgeting and forecasting as directed.
- You will monitor service levels provided by support teams to ensure SLA’s are being met
- 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 both specific and general.
- 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 to be given to clients and to promote development of internal strategies to optimise client relations.
- You will ensure clients are proficient in using TM products and services by identifying user needs and coordinating training and consultative services
- You will resolve disputes or conflicts with clients.
- You will at every opportunity, encourage the use of new products/functionality that should be enthusiastically embraced and opportunities for innovation should also be encouraged.
- You will ensure the Ticketmaster Sales and Business Development team and compliant with company quality procedures as per ISO 9001:2015.
- You will assist in the identification of opportunities for new products and for enhancement and development of existing products for your clients and proactively work with internal teams to ensure service delivery needs are met.

Revenue Growth

- You will develop and implement strategies to upsell existing clients on products, programs, or services that drive ticket sales and revenue for your segment; track, monitor, and adjust plans to maximise results
- You will identify opportunities to grow ticket sales through marketing initiatives and work with the Marketing team that delivers value to Ticketmaster clients.
- You will identify opportunities to grow ancillary revenue through product, technology and marketing initiatives and work with the Commercial team to deliver B2B and B2C opportunities.

Business Development

- New Business opportunities – identify new business and direct the customer acquisition process against a set of annual sales goals
- You will assist the Sales and Business Development team in securing new business in the primary ticketing market.
- You will participate in the presentation and writing of proposals and reviews of RFPs
- You will recommend and implement marketing and business initiatives for Ticketmaster and its clients in the relevant State market.
- You will maintain the relevant client and opportunity accounts in Salesforce.
- You will attend events and client functions and ensure Ticketmaster is properly represented on such occasions.
- Coordinate and participate in demonstrations of the ticketing system and other Ticketmaster services and products to potential clients.
- You will manage the renewal process for existing business within the Sport and Stadia portfolio for the Australian market.

Client Relationships

- You will be responsible for retention of all clients within your portfolio, ensuring maximum margin levels through the renewal engagement
- You will maintain executive and/or senior management level contact with each client and develop deep long-term relationships with current and new accounts
- You will ensure client feedback is shared with relevant internal stakeholders to achieve client satisfaction and other business goals
- You will arrange and/or facilitate presentations using Ticketmaster technology for existing and potential clients.
- You will retain accounts through the development of strong relationships with key decision makers and users within an organisation
- You will address client concerns and ensure the resolution of issues in a timely manner, with follow-up when appropriate

There is a requirement for interstate travel to ensure ongoing engagement and servicing with Ticketmaster’s clients and new clients. You will be required to be available to work on some weekends including attending events on behalf of Ticketmaster out of hours. Due to the travel requirements for the position, you may be away from home for an extended period of time which can be a minimum of five days.

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 of strong customer relationships 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.

Development clear written policies and procedures for State Managers.  Strong ability to communicate with clarity and confidence business developments and each client’s requirements and deadlines to internal and external customers.  Effective listening skills are also paramount. Highly developed negotiation and interpersonal skills. Ability to confidently present materials in an open forum.

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 high level complaints and recognise the need for flexibility where applicable. Highly developed negotiation skills.

Research/Analytical - Business Management or Marketing degree desirable. Maintain up to date knowledge of industry developments incorporating marketing and technological advances, both internally and externally. Proven analytical mind and problem-solving ability. Proven experience in the maintenance of monthly and annual budgets. Strong Tender and Contract knowledge. Well-developed attention to detail.

Initiative - Possessions of “natural energy” with a proactive focus responding quickly and positively to ensure that business deadlines and needs are met.

Computer literacy - I.T. literacy essential - Windows Office Suite (PowerPoint, Word, Excel and Outlook) Familiarity and aptitude with a significant number of different ticketing systems, products and websites/apps including current

database management systems and Ticketmaster programs and reports. Typing skills with high accuracy

Proven skills in working with Salesforce or understanding of working with a business development CRM tool.

Numerical - Proven experience in the maintenance of monthly and annual budgets.

Negotiation - Conflict resolution skills. Oversee all aspects of the contracts for specific client base and recognise the need to be flexible whilst still achieving Ticketmaster and client objectives.

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. Strong commitment to the provision of service excellence and a proven track record of exceeding sales targets and understanding of contract structure and negotiations.

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 take the time to do things right
- I collaborate with others; I share information openly;
- I listen and take time to empathise and understand where others are coming from;
- I show recognition and appreciation for the contributions of others
- 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
- Excellent time management skills
- A calm, patient and professional manner
- Good organisational skills, with a high level of attention to detail

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.

CULTURE

We have a ‘Fan First’ mindset, placing customers at the heart of everything we do. Whether working behind the scenes or engaging directly with the ‘Fan’ you will be part of a culture that supports and enriches the fan experience. Your work, our passion… delivering world class experiences – Fan First.

You would have got a first feel of what it is like working at Ticketmaster through our career site and looking at our Ticketmaster Values. Are you ready to start your journey with us? One of your first stops would be our Going Live Session , our own way of welcoming you to Team Ticketmaster.

Ticketmaster is the world’s largest ticket marketplace and the global market leader in live event ticketing products and services. Through official partnerships with thousands of venues, artists, sports teams, festivals, performing arts centres and theatres, Ticketmaster now processes over 500 million tickets. As part of Live Nation Entertainment, the largest live entertainment company in the world, Ticketmaster is traded on the New York Stock Exchange as NYSE: LYV.

Ticketmaster operates in over 30 countries across North America, South America, Europe and Asia Pacific. Overall, the company employs over 6,500 individuals. Ticketmaster was established in Phoenix, Arizona in 1976.

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