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About the Role
Lead and oversee all ticketing and customer service operations across international touring activity for VIP Nation International. This leadership role focuses on delivering premium fan experiences, driving operational excellence, and shaping the future of the department through scalable processes, enhanced customer journeys, and innovative ticketing strategies.
Responsibilities
- Lead the day-to-day management and strategic direction of the Ticketing & Customer Service team supporting international touring activity across EMEA.
- Oversee all ticketing and customer service operations, continuously identifying opportunities to improve processes, systems, and overall departmental performance.
- Lead key operational and transformational projects, including ticketing system improvements, customer journey enhancements, and departmental process optimisation.
- Develop scalable best practices and operational standards across international ticketing functions and regional teams.
- Build and maintain strong cross-functional relationships with event operations, finance, marketing, and external partners to ensure seamless package fulfilment and event execution.
- Analyse ticketing performance, pricing trends, customer insights, and operational data to support revenue growth and strategic decision-making.
- Oversee end-to-end ticketing operations for high-profile international tours across EMEA.
- Drive customer service excellence by improving response times, service standards, escalation management, and overall fan experience.
- Act as the senior escalation point for critical customer and operational issues, ensuring timely and consistent resolution.
- Prepare and present reporting, insights, and recommendations to senior stakeholders.
- Define and manage departmental KPIs and objectives aligned with wider VIP Nation International OKRs and business goals.
- Support the continued growth and evolution of the VIP Nation International business through innovation, leadership, and operational development.
Requirements
- Proven experience leading complex operational projects and managing high-performing teams within live entertainment, touring, ticketing, or customer experience environments.
- Strong strategic and operational leadership skills, with the ability to drive process improvement and organisational change across multiple markets.
- Deep expertise in ticketing systems, ticketing operations, and digital ticketing technologies.
- Strong analytical capability with experience reporting on and interpreting ticketing, customer service, and commercial performance data.
- Experience developing and managing KPIs, team objectives, and performance metrics.
- Exceptional organisational skills with the ability to manage multiple priorities and stakeholders in a fast-paced environment.
- Advanced Excel and numeracy skills, with exceptional attention to detail.
- Significant experience within live event ticketing and customer service at a senior touring level, either locally or internationally.
- Experience working across EMEA or international markets is highly advantageous.
- Strong interpersonal and stakeholder management skills, with the ability to build effective relationships across international teams and external partners.
- Proactive, solutions-focused, and commercially minded, with a drive to identify opportunities for growth and improvement.
- Confident operating in fast-paced, high-pressure environments while maintaining exceptional standards and attention to detail.
- Highly self-motivated with the ability to work independently, take ownership, and lead by example.
- Strategic thinker with strong problem-solving and decision-making capabilities.
- Collaborative leadership style with the ability to inspire, develop, and motivate teams.
Skills
- Ticketing systems
- Ticketing operations
- Digital ticketing technologies
- Excel
- Numeracy
- Customer service
- Live event ticketing
- Stakeholder management
- Communication
- Leadership
- Operational excellence
- Process improvement
- Organisational change
- Analytical capability
- KPI development
- Performance metrics
- Organisational skills
- Problem-solving
- Decision-making
Location
- Farringdon, London
Work Type
- Full time
- Permanent
Experience Level
- Senior touring level
- Leadership
Benefits
- Generous vacation
- Healthcare
- Retirement benefits
- Student loan repayment
- Tuition reimbursement
- Six months of paid caregiver leave for new parents including fostering
- Roadie Babies helping new parents care for their babies on work trips
- Free live events through our exclusive employee ticketing program
About the Company
- Live Nation Entertainment is the world’s 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 12,000 clients worldwide.
- Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries.
- Live Nation Media & Sponsorship creates strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year.
- Recognized for seven years as a Great Place to Work® and named one of Fortune’s World’s Most Admired Companies.
Equal 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 identity, race, sexual orientation, religion, age, disability status or caring responsibilities.