Director, Content and Communications Fan Support - Remote UK
Director, Content and Communications Fan Support - Remote UK
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Job Summary:
Title: Director Content and Communications Fan Support
Location: Remote UK
Division: Ticketmaster Global Fan Support
Line Manager: EVP Fan Support
Contract Terms: Permanent Full Time
THE TEAM
Fan Support is at the forefront of the Ticketmaster brand passionately delivering world-class service to fans and clients alike. As the leading ticketing marketplace we set the standard for an exceptional fan experience by driving best-in-class interactions across our support centres teams and communications.
THE JOB
We are seeking a dynamic and visionary leader for the role of Director Fan Support Content and Communications. This key position will shape and execute the strategy for all fan support content ensuring its engaging informative and future focused. You will play a critical role in optimizing how we communicate with fans utilizing technology and innovative approaches to redefine the fan experience. By driving content standards and overseeing all fan-facing communication channels youll ensure that fans receive clear helpful and effective information that reduces future contact and enhances satisfaction.
Your focus will be on creating a scalable strategic communications framework thats proactive engaging and aligned with Ticketmasters overarching business and brand objectives. You will lead a team responsible for content creation and optimization across multiple platforms and work collaboratively with various internal teams to govern content quality and effectiveness.
WHAT YOU WILL BE DOING
- Develop and Execute Content Strategy: Lead the creation and implementation of a content and communications strategy that proactively addresses fan needs delivering clear concise and self-sufficient information that reduces repeat inquiries.
- Oversee Fan-Facing Communications: Manage content creation across all touchpoints including help centre FAQs email notifications agent macros social media messaging and complaint handling ensuring all communication is engaging informative and aligned with business goals.
- Govern Communication Standards: Establish and enforce content governance processes to ensure consistency accuracy and compliance with Ticketmasters brand guidelines and tone of voice.
- Enhance Self-Service Capabilities: Drive initiatives to optimize self-service content enabling fans to find answers independently and reducing the need for direct interaction with support agents.
- Monitor and Improve Content Effectiveness: Use data-driven insights to measure the effectiveness of content adjusting strategies based on customer feedback emerging trends and evolving needs.
- Foster Cross-Functional Collaboration: Work closely with marketing legal corporate communications and other teams to ensure all fan-facing content is aligned accurate and legally compliant.
- Lead a High-Performing Team: Manage and inspire a team responsible for fan communication across all channels setting standards for quality efficiency and creativity in content creation.
- Analyze and Report on Content Performance: Develop and report on performance metrics related to content effectiveness self-service adoption and overall fan engagement with communications.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
- Extensive Experience: 10 years in content creation communications or customer service writing with a strong focus on external-facing messaging and fan engagement.
- Leadership Expertise: Proven leadership experience managing teams across multiple locations fostering a culture of accountability and excellence.
- Strategic & Visionary Thinker: Ability to think ahead and shape the future of fan communications through innovative technology-driven strategies.
- Data-Driven: Strong analytical skills with the ability to assess customer sentiment content performance and make strategic decisions based on insights.
- Collaboration & Cross-Functional Experience: Skilled in working with internal teams including legal marketing and corporate communications to ensure content is accurate aligned and impactful.
- Outstanding Communication Skills: Exceptional writing editing and storytelling abilities with a focus on clarity brand consistency and fan-centric messaging.
- Proactive & Organized: Ability to manage multiple projects prioritize tasks and work efficiently in a fast-paced environment.
- Team Development: Experience engaging motivating and holding teams accountable for high standards in content creation and communications.
LIFE AT TICKETMASTER
We are proud to be a part of Live Nation Entertainment the worlds largest live entertainment company.
Our vision at Ticketmaster is to connect people around the world to the live events they love. As the worlds 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 youre 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. Its 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
#LI-RL #LI-Remote
Required Experience:
Director
Employment Type
Full-Time
