OPERATIONS CRM DIRECTOR, EMEA in Berlin, Germany

Job Summary:

jOB DESCRIPTION – Operations CRM DIRECTOR, EMEA

Location: Remote, Europe

Division: Global Support & Operations

Line Manager: TBC

Contract Terms: Permanent, Fixed Term, 40 hours per week

THE TEAM

Global Client Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction.

Strategy & Analytics, a vertical of this organization, is accountable for supporting Client Support & Operations Organization with identifying opportunities to help drive best practices and reduce cost to serve. This also can include identifying new tools that can help streamline processes or help achieve Organization’s objectives. Team is also responsible for providing support with analysis, data needs, and dashboards for the Client Support & Operations Organization.

THE JOB

The Operations CRM Director will oversee the delivery of Operations CRM solutions, workflows and features to support the optimal execution and continuous improvement of operational processes and practices. He/she will own the definition of business functional requirements, that result from developing common operational processes and procedures. He/she will support process standardization and improvement initiatives across teams and markets so that the development of the Operations CRM follows a robust and consistent roadmap.

WHAT YOU WILL BE DOING

• Suggest roadmap of CRM developments that achieve the desired objectives and OKRs set by Global Support & Operations Leadership team

• To own the functional definition of operational requirements to develop the Operations CRM (Salesforce) to (1) facilitate the Global Operations Strategy and (2) support the development of client service standards and best practices across our regions, areas and markets.

• Work with the Ticketmaster internal Salesforce team to educate them on the detailed operational needs, prioritise the development needed and build a roadmap that is in line with the Global Operations Strategy plan.

• Work with the Global Operations Leadership team to support the design, review and improvement of the current Operations business processes and procedures across Ticketmaster.

• Work with regional and local operations teams to adapt CRM requirements to particular local needs.

• Partner on Client Help Center strategies in order to drive comprehensive, easy to use flows.

• Develop and implement the required KPIs to measure our cost to serve, assess our service quality (process lead times, workaround debt, waste, quality and defects, etc.) and improve the operational insight.

• Stablish metrics and procedures to measure and analyse the quality of the processes (workaround debt, waste, lead times, defects, etc.), and work with the Data Analytics team in surfacing these metrics in appropriate business dashboards.

• Project manage tactical initiatives to reduce process times, increase process quality and improve robustness

• Own and develop satellite CRM tools and add-ons

• Support and embrace the company mission values, statements, and Ticketmaster’s identity, ensuring adoption across the entire business while balancing the local markets specific needs

WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)

• Lean Mentality – continuously looking to reduce waste in process

• Highly experienced in process analysis and improvement

• Technical knowledge and past experience in developing Salesforce and other CRM Systems (ServiceNow, Dynamics, Podio, etc.) in other industries

• Excellent project management and problem-solving skills

• Working knowledge of data analysis and performance/operation metrics

• Highly analytical with the ability to summarize great amount of information to obtain precise conclusions

• Proven experience in managing relationships with multiple key stakeholders

• Excellent teamwork skills, communication skills and service orientation and be able to interact with diverse groups of technical and non-technical people at all levels within Ticketmaster.

• Ability to thrive, adapt and re-prioritize tasks in a fast-paced, ever-changing environment

• Educated to degree level and with a good command of English

DESIRED EXPERIENCE

• Understanding of the life cycle of events and operations processes and services: Event build, event maintenance, client support, access control, etc. is a bonus

• Technical development of CRM tools: DB, Dashboards, Workflows, Form, etc.

• Knowledge of other European languages

• International Experience

• Passion for live entertainment and digital media consumer products and services

YOU (BEHAVIOURAL REQUIREMENTS)

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

• Carefully weighs the impact of a broad range of related issues or factors

• Makes high quality decisions in a timely manner, considering both the immediate and long term consequences of decisions

• Asks appropriate questions to ensure understanding, in order to generate new ideas and innovative solutions

• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity or rapid change

• Organises time effectively and plans for future needs, maximising the use of available resources

• Clearly conveys goals and expectations to others steps forward to confront difficult issues

• Paves the way for change, diminishes fear and persuades others to let go of resistance

• Demonstrates ethical behaviours

• Adapts own behaviour to take account of others’ expectations

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 EMPLOYMENT OPPORTUNITY

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.

Ticketmaster strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Ticketmaster will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Ticketmaster also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Ticketmaster will also provide reasonable religious accommodations on a case-by-case basis.

About Us

Recognized three years in a row by Great Place to Work® and named one of People Magazine’s top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.

We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones’ music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world’s largest live event and ticketing company means you’ll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.

There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.