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About the Role

The Trainer, Support & Operations, EMEA is responsible for designing and delivering scalable education programs that enable operational excellence across the EMEA region. The primary focus of this role is supporting Host Markets, ensuring teams have the system knowledge, operational understanding, and practical skills required to work confidently and effectively within Host-based operations.

Responsibilities

Design and deliver structured onboarding and role-based learning pathways across EP and CAM audiences.
Deliver training sessions in-person and virtually ensuring effective knowledge transfer and engagement.
Travel as required to deliver in-person training across the region.
Operate with a flexible in-office presence aligned to business demand, supporting in-person training, stakeholder engagement, and key learning initiatives in line with operational priorities and OKR-driven learning goals.
Maintain alignment with evolving market processes and operational requirements.
Create and maintain product training programs supporting system navigation, best practices, and feature adoption.
Translate product functionality into practical, role-specific guidance highlighting business impact.
Partner with EP leadership and Ops stakeholders to identify capability gaps linked to speed and quality.
Develop training content supporting automation and technology-enabled event builds.
Educate EP teams on efficiency tools to reduce manual effort and errors.
Act as consultative SME to improve operational performance through structured learning solutions.
Leverage deep knowledge of event build processes, event lifecycle management, and reporting functionality to strengthen understanding of system structure and behaviour.
Provide role-based education to increase system literacy and enable faster troubleshooting.
Host sessions at Client Education Day covering product updates and feature launches.
Ensure consistent messaging and successful adoption of system enhancements.
Independently create and publish e-learning content within the LMS.
Develop modular, reusable learning assets to scale education regionally.
Monitor training effectiveness and continuously improve content.
Provide continuous updates on project status and education initiatives to the Director of Regional Education, EMEA.
Track milestones, risks, and adoption metrics.
Build strong partnerships with EP, CAM, Ops Leads, and regional stakeholders.
Participate in cross-functional meetings to support operational transformation.
Maintain documentation aligned with global standards.

Requirements

High level of business acumen.
Strong track record of experience in training teams in a similar business context as live entertainment and ticketing industry.
Strong knowledge of Event Programming processes and best practices within Host Markets.
Strong working knowledge of TM1 products, with the ability to translate product functionality into practical, role-specific training.
Experience delivering training in live, virtual, and online formats.
Strong communication and presentation skills.
Ability to manage multiple priorities in a fast-paced environment.

Skills

Software product training
Creating user documentation
Structured learning materials
SharePoint
Confluence
Asana
Continu
Host (event build processes, event lifecycle management, reporting, troubleshooting, operational workflows)
TM1 products
Salesforce proficiency
Supporting product launches
Adoption initiatives
Leading workshops
Engaging senior stakeholders
Translating technical complexity into business outcomes
Proactive mindset
Adaptable mindset
Collaborative mindset
Enabling others in complex systems
Asking appropriate questions
Generating new ideas
Innovative solutions
Ethical behaviours

Location

London, England

Work Type

Permanent
Full-Time

Experience Level

High level of business acumen
Strong track record of experience
Strong knowledge
Strong working knowledge
Experience delivering training
Ability to manage multiple priorities
Experience in software product training
Experience creating user documentation and structured learning materials
Familiarity with SharePoint, Confluence, Asana, and Continu
Extensive knowledge and hands-on experience of Host
Experience working with TM1 products
Salesforce proficiency
Experience supporting product launches and adoption initiatives
Confidence leading workshops and engaging senior stakeholders
Ability to translate technical complexity into business outcomes
Proactive, adaptable, and collaborative mindset
Passionate about enabling others in complex systems
Asks appropriate questions to ensure full understanding, to generate new ideas and innovative solutions
Demonstrates ethical behaviours

About the Company

Global 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 to achieve the highest levels of employee, fan & client satisfaction.
The Education and Training team, a vertical of this organization, has an on-going mission to deliver the industry’s most accurate, accessible, and empowering support, knowledge, and education resources to enable our employees and our clients to work confidently, solve problems independently, and get the most business value from our tools. With clarity and simplicity as our guiding principles, we turn education into a strategic advantage and a competitive edge.
Our clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs. We then apply our own ticketing technology to help our clients innovate in their offering and ticketing strategies. The Education and Training team builds the foundational product knowledge and grows the mastery of our users on our technology and products.
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, Teamwork, Integrity, Belonging.

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