Client Development Manager

We're thrilled to announce new job opportunities to join our dynamic team to support our partnership with Venues NSW. You will be pivotal with the support to Venues NSW to deliver a simple, safe and more personalised ticketing experience - whether it's the thrill of an NRL final at Accor Stadium, a sold-out concert at Allianz Stadium or an intimate live show in Wollongong's WIN Sports & Entertainment Centres.

As we continue to grow and evolve, we're looking for passionate, driven individuals who are ready to make an impact and thrive in a collaborative, future-focused environment.

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, concentrating on the needs of clients within the Venues NSW venue portfolio. The CDM is responsible for managing all account and contract requirements of an assigned set of 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 of 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, Marketing, Technology and Support & Operations groups to ensure your client is onboarded with new technology and services, 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 Pricing and Commercial teams 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 together with the General Manager – Pricing and Revenue, General Manager – Commercial & Partnerships and Vice President - Marketing 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 cards.

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 for the client.
• You will drive new client sales into the 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

Client Relationships

• You will be responsible for the retention of all clients within an assigned 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

You will be required to be available to work on some weekends including attending events on behalf of Ticketmaster out of hours.

You are also to adhere to quality management, safety and environment company policies

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.

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 oriented - 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 deliver high quality work on time and on task.
• Customer focus.  Ensuring clients' needs are continually met.
• I collaborate with others; I share information openly.
• I listen and take time to empathise and understand where others are coming from.
• 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

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.