Job Summary:

JOB DESCRIPTION – Regional Area Manager

Location: Auckland, New Zealand

Division: Support & Operations, Ticketmaster Australia & New Zealand

Line Manager: Vice President, Field Operations

Contract Terms: 12-month fixed Term, 40 hours per week

THE TEAM

The Support and Operations department includes the teams covering Client Account Management, Event Programming, Operations and Field Technology.

These teams deliver world-class support to Ticketmaster Australia & New Zealand’s clients, utilising a number of ticketing platforms and products. 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 JOB

The Regional Area Manager manages all client support functions for the relevant market whilst working closely with “stakeholders” in the development and execution of current and future business strategies. The role has two primary objectives:

Team – Manage the Client Management team

Oversee and administer all staffing aspects, including employment of new staff, staff counselling, maintaining staff records and ensuring all staff receive adequate training and maintain their skills. Provide leadership, direction and motivation to the team.

Operational Service Delivery – Deliver the Service

Ensure that the Client Management team delivers the highest standard of Ticketing Services (Operations) to the Market.

WHAT YOU WILL BE DOING

Team Management

You will be proactive in the management of the team to ensure the development of long-term partnerships with clients.You will mentor and guide the Client Management team to motivate high performance and work enjoyment; cultivate an environment of innovation and fun; and to maintain a high level of enthusiasm for events.You will provide training to Client Managers in delivering a high-quality service to other clients as required.You will review the performance of all staff and provide counsel to ensure that adequate standards are maintained, and deficiencies corrected.You will ensure Client Managers receive required training and skills development including performance planning with quantifiable and objective goals (SMART).You will motivate staff and actively promote teamwork.You will ensure that the physical office environment, and associated services, are appropriate and conducive to a high performing and functioning team, and that all OHS requirements are followed and maintained.You will ensure company cascading OKRs are successfully met.You will communicate company initiatives including product updates, new features, and functionality.

Operational Service Delivery – Deliver the Service

Regularly report on business performance and tracking of internal KPI’s relating to key client accounts and communicate relevant business issues.You will maintain current knowledge of Ticketmaster’s technology advances and marketing initiatives to ensure the most up-to-date and relevant information can be communicated to clients, both specific and general.You will monitor product and new feature rollouts, coordinating with local and global product teams to manage communication to the client base.Keep abreast of external trends in the marketplace to enable informed advice to be given to clients and to promote the development of internal strategies to optimise client relations.You will assist in the development of clear policies and procedures for Client Managers. You will resolve disputes or conflicts with clients.At every opportunity, the use of new products/functionality should be enthusiastically embraced, and opportunities for innovation should be encouraged.You will support Critical Incident Management processes and be the point of contact for Client Support on the CI process and communication to field support teams across all areas.

Client Relationships

Establish and maintain executive-level relationships with all key local clients and develop deep long-term relationships. Represent Ticketmaster at networking functions with key clients if/when required.Proactively maintain existing industry network contacts and grow the network contacts where possible to provide industry information, be aware of venue/event opportunities, and to be an Ambassador for Ticketmaster in the local industryThere is a requirement for interstate or international travel to ensure ongoing engagement and servicing with Ticketmaster’s clients and new clients. You will be required to be available to work on some weekends, including attending events on behalf of Ticketmaster out of hours. Due to the travel requirements for the position, you may be away from home for an extended period of time, which can be a minimum of five days.Our job descriptions evolve with our business needs and priorities. In addition to the description above, your role may include additional duties and responsibilities as needed.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

Customer / Client Focus - Strong commitment to the provision of service excellence. Ensuring Ticketmaster’s internal and external customers’ needs are continually met. Maintain and build of strong customer relationships with current and future clients.

Demonstrated track record in addressing complex issues and balancing internal stakeholder involvement.

Communication - Demonstrating strong communication, interpersonal and presentation skills, both written and verbal.

Assist with the development of clear written policies and procedures for Client Managers. Strong ability to communicate with clarity and confidence business developments and each client’s requirements and deadlines to internal and external customers. Effective listening skills are also paramount.

Flexibility - Demonstrated ability to accommodate and adapt to changing needs of the business in a highly pressured working environment. At the same time, proven ability to adhere to set guidelines and process adherence. Deal with higher-level complaints and recognise the need for flexibility where applicable. Highly developed negotiation skills.

People Management & Leadership - Demonstrated high level managerial experience, leading and developing a team, encouraging employees to become more capable and motivated to assume responsibility. Set an example for staff in the office. Effectively manage the professional requirements of Ticketmaster’s internal and external customers. Lead by example; gather support from staff and work together to achieve desired outcomes.

Research/Analytical - Maintain up to date knowledge of industry developments incorporating marketing and technological advances, both internally and externally. Proven analytical mind and problem-solving ability.

Initiative - Possessions of “natural energy” with a proactive focus responding quickly and positively to ensure that business deadlines and needs are met.

Computer literacy - I.T. literacy essential - Windows Office Suite (PowerPoint, Word, Excel and Outlook). Familiarity and aptitude with a significant number of different ticketing systems, products and websites/apps including current database management systems and Ticketmaster programs and reports. Typing skills with high accuracy Proven skills in working with Salesforce or understanding of working with a business development CRM tool.

Negotiation - Conflict resolution skills. Oversee all aspects of the contracts for specific client base and recognise the need to be flexible whilst still achieving Ticketmaster and client objectives.

Results-oriented - Show commitment to the achievement of results and targets by accepting responsibility, owning the task, and applying effective application of effort and resources, combined with passion, belief and energy.

YOU (BEHAVIOURAL SKILLS/COMPETENCIES)

Professional Integrity – Demonstrates a conscientious and self-motivated approach to work, consistently acting with good intent and maintaining a high level of personal accountability in all interactions and deliverables.

People Leadership – Demonstrates the ability to lead by example while motivating and supporting others to succeed. Provides clear direction, fosters individual and team development, and creates an environment built on trust, accountability, and shared purpose. Effectively manages performance, gives constructive feedback, and promotes a culture of continuous improvement.

Trust & Credibility – Builds and maintains trust with clients and co-workers by being reliable, transparent and respectful. Earns confidence through consistent follow-through and integrity in action.

Expectation Management – Sets clear expectations with internal and external stakeholders, aligning on roles, responsibilities, timelines and desired outcomes to ensure shared understanding and success.

Quality Execution – Delivers high-quality work that is accurate, thoughtful and on-task. Operates with discipline and diligence to meet deadlines and contribute to operational excellence.

Process Excellence – Prioritises doing things right the first time by applying thoughtful planning, care, and attention to detail. Takes ownership of the process, not just the outcome.

Collaboration – Demonstrates a team-first mindset by working cooperatively with others, valuing diverse opinions, and contributing positively to shared goals and outcomes.

Information Sharing – Communicates openly and constructively, ensuring relevant information is shared in a timely and transparent manner to support collaboration and alignment.

Empathy & Understanding – Takes time to actively listen and understand the perspectives of others. Builds relationships by showing patience, compassion and emotional intelligence.

Recognition & Appreciation – Regularly acknowledges and celebrates the efforts and achievements of others, contributing to a culture of positivity, motivation and respect.

Representation & Pride – Represents both self and the company with professionalism and pride. Maintains high standards of conduct in every interaction to uphold and enhance the organisation’s reputation.

Values-Driven Decision Making – Acts with positive intent, aligning behaviour with values and making decisions that are fair, respectful and in the best interest of the team and business.

Constructive Communication – Engages in direct and honest conversations while fostering a psychologically safe environment that encourages openness, feedback and dialogue.

Data Accuracy – Presents information and data truthfully and in full context. Takes responsibility for ensuring clarity, completeness and accuracy in all reporting and communication.

Time Management – Prioritises effectively and manages competing demands with structure and discipline. Balances short- and long-term goals while maintaining accountability for delivery.

Calm & Composed Presence – Maintains a calm, patient and professional demeanour, even in high-pressure or ambiguous situations. Brings stability and reassurance to interactions.

Organisational Strength – Demonstrates strong organisational skills and attention to detail. Manages competing tasks, information, and priorities with a structured and methodical approach.

LIFE AT TICKETMASTER

We are proud to be 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 successful deliver on that vision.

We do it all with an intense passion for Live and an inspiring and diverse culture drive 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 standard 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 genders, race, sexual orientation, religion, age, disability status, or caring responsibilities.

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