Job Summary

JOB DESCRIPTION – Event Programming Specialist

Location: Prague, Czech Republic

Division: Operations, Event Programming

Line Manager: Pavlína Stejskalová

Contract Terms: permanent, full-time

THE TEAM

International Client Support & Operations team, a vertical of this organization, oversees the full event life-cycle services (from build to play-off) we provide to our clients (Promoters, Venues, Artists, Clubs, etc.), in markets that operate on the Microflex platform.

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 in the field around the globe, regionally and locally, that have a deep understanding of our clients’ needs.

We continuously invest in people development and promote wide collaboration and team spirit to leverage our knowledge and experience to excel in client satisfaction. Mastering our knowledge of our ticketing products is also key in improving our service proposition and solving our clients’ and local Markets’ needs and challenges day-to-day.

THE JOB

In this role as an Event Programming Specialist, part of the Support & Operations Team in the Central Europe Region, you will support Ticketmaster clients in all their event management needs. This includes building events, making updates to events based on work requests from clients and supporting clients that self-program events using Ticketmaster’s product suite.

This position involves collecting, reviewing, and inputting accurate data into Ticketmaster ticketing systems following procedural best practices and established standards, then verifying the output. The tool knowledge set for the position includes Microflex and Microflex applications but is open to incorporate other ticketing platforms that will form part of the development of Ticketmaster’s product suite.

What You Will Be Doing

Events

• Program events with accuracy and according to best practices and standard operating procedures defined.
• Accurately build a variety of events for local and international promoters with accuracy and according to best practices and standard operating procedures. This might include but will not be limited to setting up events for the following: Music, Festivals, Sports, Theatre and Musicals.
• Accurately input event data into Ticketmaster Ticketing Systems and identify and resolve event related errors.
• Take on tour or project related responsibilities and potentially act as an overall coordinator for certain topics, to ensure all related tasks are executed according to the newest best practice process.
• Verify and communicate event info to all stakeholders and claim responsibility for various support tasks related to events to aid colleagues from other departments.
• Configure events to allow other satellite products to operate, like TM1 Access, TM1 Flex, TM1 Amplify, etc.
• Bridge ISM requests to ISM Hub and quality review these as delivered.
• Identify proactively and resolve any kind of client issues that might arise and /or technical system errors that could potentially appear in the software backend. This will include solution driven first level support for manageable problems within your area of expertise or in coordination with the internal product/ IT department for more complex issues.
• Show readiness and engagement to get training and get updates on best practices to act according to the new standards.
  
  

Quality

• QA event configurations as required to confirm these meet quality levels.
• Follow a strict quality assurance process for your own event builds to guarantee the highest level of quality and a flawless set up for our clients and fans. Show readiness to get updates on the QA process and execute the updated process.
• Execute QA tasks for your own backend event build and/or assist teammates by verifying other events when needed by following the updated QA procedure.
• Support your team in maintaining quality standards and train colleagues, if necessary, to avoid errors.
• Support the line manager in ensuring the high-quality standard and developing continuous processes to ensure excellent event delivery.
  
  

Work

• Track your daily tasks and workload through Salesforce to allow for a transparent workflow and communication within the team.
• Proactively pick work cases and projects from incoming promoter requests. Additional tasks might be assigned to you by your line manager, senior specialists, or other team members from other departments.
• Facilitate promoter requests to internal departments such as Marketing, Finance, Fulfillment, Customer Service and Client Support.
• Support client empowerment by training them in self-service tools from our Tm1 product range. This might include hosting workshops on allocation management, ticket selling software or reporting set-ups. Previous training will be given, so that you can confidently pass on the knowledge.
• For those clients with a Client Support Specialist (CSS) assigned, work closely with the CSS to understand how to better serve the client.
• Actively work with Fan Experience teams to facilitate event configuration information as needed to answer any customer questions or claims.
• Receive continuous training on new products and features and how they need to be operated.
• From time to time, will be responsible for other duties and areas of responsibility as assigned by, but not limited to, other Senior Event Programming Specialist and the line manager.
• Taking on all reasonable tasks not limited to event programming.
• Help to onboard new team members and guide them throughout the whole onboarding process as a mentor/buddy together with the line manager.
• Actively support the international team in projects, best practices and solutions to current topics.
  
  

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Service oriented, working with accuracy, structure, and organisation, delivering consistent quality service.
• Ability to communicate effectively with clients from the local market and markets within the region (Czech language and communicative level of English are a requirement).
• Able to successfully handle multiple priorities.
• Rigorous following standard operational procedures and attention to detail.
• A certain degree of creativity, latitude, and problem solving is required.
• Overall awareness of the entertainment and sports business is important.
• Knowledge of how TM departments work together internally and externally with clients.
• Must have the ability to accommodate a flexible schedule including some weekends, evenings, and holidays. This includes personal attendance at events in O2 arena and O2 universum.
• Excellent written and oral communication skills, good organizational skills, and attention to detail.
• Must be computer literate with excellent data entry skills and knowledge of the Microsoft product suite.
• H. S. diploma or equivalent required.
  
  

You (behavioural Skills)

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

• Work independently, self-responsible and customer oriented.
• Think proactively and improve the best practices continuously to the programming life circle.
• Team player offering proactive support to colleagues and clients.
• Eye to identify areas of improvement to thrive for service excellence.
• Highly curious in learning how TM Operations Products work.
• Carefully weighs the impact of a broad range of related issues or factors.
• Asks appropriate questions to ensure understanding.
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity, or rapid change.
• Organise time effectively.
• Demonstrates ethical behaviours.
• Actively ensure a supportive and positive climate in the team.
• Are a role model in appearance, communication, and mindset.
• Relationship Management & Collaboration- building and fostering strong trust-based relationships with clients and internal partners across the organisation.
• Be a skilful and collaborative team player with the ability to network effectively up, down and across the business. Intuitive and empathetic.
  
  

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.