Head of Customer Experience

Job Summary:

Company: Live Nation UK and Ireland

Department: Customer Experience

Location: Farringdon London with some UK travel

Reports to: Customer Experience Director

Working Hours: Full time

Job Type: Permanent

Role Description

We are seeking a confident resilient and strategically minded Head of Customer Experience to lead the transformation and ongoing excellence of customer service across Live Nation UK. This role will be responsible for setting the central strategy for customer service across our venues festivals and touring eventsensuring that every fan interaction from pre-purchase to post-event is handled with care consistency and professionalism.

This is not a contact centre management role instead this role delivers impact through strategic leadership influence and collaborationensuring customer service is delivered through teams across the business to a consistently high standard.

The successful candidate will have a proven background in high-profile high-volume customer service environments ideally within live events entertainment or hospitality. They will be a credible and authoritative voice across the business acting as the central subject matter expert and guiding teams through complex high-pressure customer scenarios.

You will work closely with internal teamsincluding venue festival and event teamsas well as with our partners at Ticketmaster ensuring alignment and collaboration across all customer touchpoints. You will also act as a key escalation point for serious or sensitive customer service issues providing guidance and leadership in high-pressure scenarios.

This role requires someone with exceptional written and verbal communication skills and the ability to represent the business confidently in both internal and external conversations. You will work closely with PR Communications Legal and Health & Safety teams to ensure that customer service responses are coordinated compliant and reputationally sound.

You will lead Live Nation UKs relationship with The Society of Ticket Agents and Retailers (STAR) managing dispute resolution and representing the business in industry-wide conversations. Additionally the role will oversee customer service escalations related to touring shows working with promoters and ticketing teams to resolve issues effectively.

A key part of this role will be monitoring customer contact trends across the UK & Ireland business identifying opportunities to reduce complaints improve service information and optimise the customer journey. You will lead on the utilisation of best practice in customer service tools and CRM systems with significant super-user experience in Zendesk strongly preferred. Youll ensure that systems are used effectively to manage cases track performance and deliver consistent service across the business.

The successful candidate will be emotionally intelligent able to advocate for the customer while balancing the needs of the business and will be an expert in stakeholder relationsensuring that all relevant parties are informed aligned and supported throughout the customer service lifecycle.

What its like to work in the Team

The Head of Customer Experience will be an integral member of the Customer Experience team at Live Nation where our shows and events are as diverse as the individuals within them. With a positive and supportive approach the successful candidate will work collaboratively to contribute to our core values of excellence inclusivity and putting the Fan First across our business.

The visitors to our venues and festivals are more than customers theyre our Fans. They are at the heart of everything we do. Our mission is to put fans first and deliver world class experiences.

To do this we strive to always embody our Fan First Values:

We care: we genuinely care about our Fans as individuals and strive to go above and beyond their expectations. We understand what is important to our customers stakeholders and teams.

We make it relevant: we deliver the products services and experience that are right for our fans and that enhance their experience. We focus on the task that will make a difference to the business.

We communicate: we embody great communication at all times. We are polite courteous and are fluent in our brand language. We work collaboratively and share best practice.

We take ownership: we take ownership responsibility and accountability to get the job done. We do what we say were going to do and work together to solve challenges and exploit opportunities.

We add value: we focus on the detail that drives enhanced commercial performance and efficiencies. We are bold brave and constantly self-review to ensure were always adding value.

We do whats right: we drive a culture of inclusivity diversity and sustainability. We stand by our principles and work towards making our venues and festivals world leaders in accessibility inclusivity and sustainability.

What we can offer you

Live Nation offers impressive employee benefits including tickets to shows and festivals and unlimited annual leave. The Farmiloe Building in Farringdon London is a beautiful office to work in. Staff can enjoy use of arcade games in the basement games room onsite gym equipment plus fitness and meditation addition to this the office has a fully stocked complimentary coffee bar with barista to serve you your favourite coffee as you walk into the office and offers heavily subsidised lunch options. We hold regular staff events in our atrium stage space including hosting speakers and open mic nights to showcase Live Nation employee talent.

Who you are

Competencies / Skills / Knowledge / Experience

• Significant experience in leading customer service strategy in a high-volume high-profile environmentideally within live events entertainment or hospitality.
• Proven ability to lead through influence with credibility and confidence at all levels of the business.
• Strong understanding of customer service operations escalation management and crisis communications.
• Experience working with ticketing platforms and third-party service providers.
• Familiarity with STAR and industry best practices in dispute resolution preferred.
• Excellent communication stakeholder management and problem-solving skills.
• Experience working closely with PR Communications Legal and Health & Safety teams.
• Exceptional written and verbal communication standards.
• Expertise in stakeholder relations and coordination across departments.
• Technically proficient champions best practice in CRM systems and tools with Zendesk expertise.

Behaviours

The following attributes determine how the role will be carried out and are required to be a success

• Resilient calm under pressure and decisive in high-stakes situations.
• Emotional intelligence to advocate for the customer while balancing business needs.
• Strategic and visionary sets the direction for customer service and inspires others to follow.
• Credible and influential trusted by stakeholders and able to lead without direct authority.
• Resilient and decisive handles pressure with confidence and clarity.
• Customer- obsessed always advocates for the fan and seeks to improve their experience.
• Collaborative builds strong relationships across teams and functions.
• Solutions-focused tackles problems head-on and drives continuous improvement.
• Professional and composed represents the business with integrity and care in sensitive situations.

What the role includes

Customer Service Strategy and Leadership

• Set the central strategy and vision for customer service across Live Nation UKs venues festivals and events.
• Act as the subject matter expert and internal consultant for all customer service-related matters.
• Ensure alignment with Ticketmasters Fan Experience and Customer Service teams to deliver a seamless customer journey.
• Monitor and challenge customer service performance across the business supporting teams to meet and exceed SLAs.

Escalation and Crisis Management

• Serve as a central point of escalation for serious or complex customer service issues.
• Provide guidance and support to event teams during high-volume or high-risk customer service scenarios.
• Lead on customer service crisis communications and response planning ensuring consistency and professionalism under pressure.

Training Support and Governance

• Develop and communicate clear escalation pathways for customer complaints across all teams and departments.
• Support the training and upskilling of teams to ensure consistent handling of customer issues.
• Act as a central head office escalation point for complaints requiring central oversight or resolution.

Stakeholder Engagement and Industry Representation

• Build strong working relationships with internal stakeholders across operations ticketing marketing and production.
• Act as the primary liaison with The Society of Ticket Agents and Retailers (STAR) leading on dispute resolution for Live Nation UK.
• Manage customer service escalations related to touring shows working closely with promoters and ticketing teams.

Monitoring and Continuous Improvement

• Monitor customer contact volumes and case trends across the UK & Ireland business.
• Identify opportunities to reduce complaints improve service information and enhance the customer journey.
• Provide regular reporting and recommendations to senior leadership on customer service performance and improvement areas.

CRM Systems and Tools

• Lead on the utilisation of best practice in customer service tools and CRM systems.
• Ensure systems are used effectively to manage cases track performance and deliver consistent service.
• Significant super-user experience in Zendesk strongly preferred.

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 identity race sexual orientation religion age disability status or caring responsibilities.

The Company

Live Nation Entertainment is the worlds leading live entertainment company comprised of global market leaders: Ticketmaster Live Nation Concerts and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40000 shows and 100 festivals annually for nearly 4000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information visit

APPLICATION DEADLINE: Wednesday 17th September 2025. We reserve the right to close applications at any time so encourage early application where possible.

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