Social Media Coordinator Manchester, England
Job description
Job Summary:
Location : Manchester, UK
Division : Ticketmaster UK
Line Manager : Client & Customer Care Team Manager
Contract Terms : Permanent, 40 hours per week (Full time)
THE TEAM
Supporting the team to provide an efficient front-line service to customers by resolving problems and queries and utilising appropriate communication methods to ensure new and existing customer loyalty and brand confidence.
THE JOB
Ticketmaster, part of Live Nation Entertainment, is currently seeking a highly motivated Social Media Coordinator with demonstrable experience and a fanatical passion for blogging, micro-blogging and community participation. This exciting position will involve monitoring social networking sites, RSS feeds and internet forums. You will be responsible for providing World Class Customer Service across all social media platforms.
Ticketmaster is part of Live Nation Entertainment which is the world’s leading live entertainment company comprised of global market leaders: Ticketmaster, Live Nation Concerts, LN Media and Artist Nation Management.
Social media is continuously growing and is a popular form of contact for Ticketmaster customers with CS-related queries. This role will involve leading a team of advisors to help provide World Class Customer Service to our customers.
WHAT YOU WILL BE DOING
- Embracing our social media policy to provide World Class Customer Service to the Ticketmaster, TicketWeb and Ticketmaster Resale brands.
- Leading and supporting a team of advisors to provide efficient customer service.
- Joining on-sale/planning calls to monitor the impacts on Social Media and provide feedback to relevant stakeholders.
- Monitoring of trends in social media tools and applications to capitalise on all Customer Service opportunities.
- Optimisation of our current channels to ensure they are providing up-to-date Customer Service and Fulfilment information to our customers. Identifying and supporting the establishment of new channels.
- Liaising with all relevant stakeholders from Marketing, Promotions, Design and Content to ensure delivery of posts, tweets etc that meet our objectives.
- Minute-by-minute interaction with our fans and followers through our channels, with a timely, friendly, approachable and professional tone.
- Identifying any threats in user-generated content that surround our brand, artists and clients for our Customer Service team.
- Devising and deploying acquisition strategies/ incentives to encourage fans and followers to our Customer Service profiles.
- Working with our Digital Analytics team to optimise tracking codes for social communications and produce an effective benchmark for measuring the impact and effectiveness of our campaigns. Subsequent weekly/monthly reporting to all key stakeholders will be necessary.
WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)
Essential
- Proven Customer Service experience.
- An understanding of the ticketing business.
- Knowledge of administration or moderation of forums and online communities.
- Proven knowledge of Facebook, Twitter and YouTube, ideally in a commercial environment.
- Intermediate/Advanced knowledge of MS Office (Word, Excel and PowerPoint).
- Excellent copywriting abilities.
- GCSE English Language (or equivalent), Grade A-C.
Desirable
- A-Level English Language (or equivalent).
- Understanding of advanced internet principles and best practices.
- Photoshop, and Dreamweaver experience.
- Working knowledge of HTML, XML, CSS, JavaScript, FBML.
- Experience leading a team.
YOU (BEHAVIOURAL REQUIREMENTS)
The following attributes determine how the role will be carried out and are required to be a success:
- Attention to detail is critical.
- The ability to clearly communicate (both verbally and in writing) in English is essential.
- Strong organisational skills.
- Good technical understanding and aptitude to pick up new tools quickly.
- Team player, with the confidence to take the lead and guide other departments where necessary.
- Demonstrates an understanding of the customer concept.
- Enthusiastic, confident and able to communicate at all levels.
- Ability to work under pressure to meet targets and deadlines.
- Ability to analyse and solve problems.
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.
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