Festivals Client Partnership Manager

**THE TEAM**

The Support and Operations team is responsible for the delivery of exceptional ticketing service to clients (Venue & Promoter) through the effective management of client requirements. Working closely and collaboratively with both clients and internal stakeholders ensuring systems and processes are delivered to ensure not only a positive client experience but also a positive customer experience.

The Support and Operations team are key to maintaining a strong and connected client relationship and plays a critical role in the development and implementation of ticketing strategies to maximise sales.

**THE JOB**

The Festival Client Partnership Manager works as a team member within the Archtics & Support and Operations team sharing knowledge, information and valuable client feedback with other colleagues (both local and interstate) to assist in the formulation and implementation of strategies that create an outstanding ticketing service to our clients.

You must maintain and nurture client relationships to ensure their ongoing development by providing optimum benefits from Ticketmaster technology and marketing initiatives using Ticketmaster’s Archtics platform and integrated advanced products.

**WHAT YOU WILL BE DOING**
- You will have direct responsibility for overseeing the management of a specific client base whilst ensuring that all contractual obligations are understood and achieved. From time-to-time, this client base may be amended by the Area Manager.
- You will manage day-to-day and seasonal client event builds and changes using the Archtics software.
- You will be working on-site with clients to assist with new software implementations where applicable
- You will communicate and demonstrate product updates, new features and functionality.
- You will provide training of new features and functionality (including supplemental tailored documentation where appropriate)
- You will assist the Archtics Team with upgrades, installations, and conversions of existing and new clients.
- You will maintain an accurate and balanced inventory between Archtics and the HOST
- You will work as a team member within the Support and Operations Department and assist other Client Managers in delivering a high-quality service to other clients as required.
- You will plan and deploy ticketing strategies for future events including revised reporting opportunities, marketing campaigns and event day operations when required.
- You will work closely with staff in the Event Programming and Product Support Departments ensuring they are kept fully informed about upcoming events and services that have been committed to clients. Accordingly, provide all necessary information and assistance to these departments in their planning so all client deadlines are achieved.
- You will ensure staff in Groups, Contact Centre, and Box Office teams have accurate information and are sufficiently briefed, effectively trained, motivated and empowered to make decisions within their respective areas when performing duties related to event management to ensure the provision of excellent service to patrons.
- You will work closely with Venue/Client Box Offices and support areas ensuring they are properly set up and appropriately rostered with fully trained staff to provide the maximum level of service. This is done either as part of the role of Client Manager or if possible, done through team coordination with a local Box Office Manager. Certain Events and/or Clients will require the presence of the Client Manager on-site during the event.
- You will work closely with the Marketing Department, developing marketing initiatives specific to client needs in order to maximise ticket sales. You will also be required to develop post-event reports, event analysis and provide recommendations for future events.
- Be available to work flexible hours, including weekends and public holidays.

**WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)**
- Ticketing experience knowledge
- Must have Archtics and HOST experience
- Excellent communication skills
- Experience working with festivals and large scale venues.
- Flexible with event requirements and event operations setup.
- Shows initiative in getting the job done.
- Results orientates and shows commitment to achieving targets.

**YOU (BEHAVIOURAL SKILLS)**

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

- I earn the trust of clients, co-workers;
- I set clear expectations;
- I deliver high quality work on time and on task;
- I take the time to do things right;
- I collaborate with others;
- I share information openly;
- I have a pro-active nature to include a flexible approach to hours of work and location of duties;
- I have the ability to use self-initiative as well as work within a team;
- 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 wor