Operations CRM Director, Live Nation

• Lean Mentality – continuously looking to reduce waste in process
• Highly experienced in process analysis and improvement
• Technical knowledge and past experience in developing Salesforce and other CRM Systems (ServiceNow, Dynamics, Podio, etc.) in other industries
• Excellent project management and problem-solving skills
• Working knowledge of data analysis and performance/operation metrics
• Highly analytical with the ability to summarize great amount of information to obtain precise conclusions
• Proven experience in managing relationships with multiple key stakeholders
• Excellent teamwork skills, communication skills and service orientation and be able to interact with diverse groups of technical and non-technical people at all levels within Ticketmaster
• Ability to thrive, adapt and re-prioritize tasks in a fast-paced, ever-changing environment
• Educated to degree level and with a good command of English
• Carefully weighs the impact of a broad range of related issues or factors
• Makes high quality decisions in a timely manner, considering both the immediate and long term consequences of decisions
• Asks appropriate questions to ensure understanding, in order to generate new ideas and innovative solutions
• Responds with flexibility and resilience when faced with multiple demands, shifting priorities, ambiguity or rapid change
• Organises time effectively and plans for future needs, maximising the use of available resources
• Clearly conveys goals and expectations to others steps forward to confront difficult issues
• Paves the way for change, diminishes fear and persuades others to let go of resistance
• Demonstrates ethical behaviours
• Adapts own behaviour to take account of others’ expectations

Desirable

• Global Client 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 in order to achieve the highest levels of employee, fan & client satisfaction
• Strategy & Analytics, a vertical of this organization, is accountable for supporting Client Support & Operations Organization with identifying opportunities to help drive best practices and reduce cost to serve
• This also can include identifying new tools that can help streamline processes or help achieve Organization’s objectives
• Team is also responsible for providing support with analysis, data needs, and dashboards for the Client Support & Operations Organization
• The Operations CRM Director will oversee the delivery of Operations CRM solutions, workflows and features to support the optimal execution and continuous improvement of operational processes and practices
• He/she will own the definition of business functional requirements, that result from developing common operational processes and procedures
• He/she will support process standardization and improvement initiatives across teams and markets so that the development of the Operations CRM follows a robust and consistent roadmap
• Suggest roadmap of CRM developments that achieve the desired objectives and OKRs set by Global Support & Operations Leadership team
• To own the functional definition of operational requirements to develop the Operations CRM (Salesforce) to (1) facilitate the Global Operations Strategy and (2) support the development of client service standards and best practices across our regions, areas and markets
• Work with the Ticketmaster internal Salesforce team to educate them on the detailed operational needs, prioritise the development needed and build a roadmap that is in line with the Global Operations Strategy plan
• Work with the Global Operations Leadership team to support the design, review and improvement of the current Operations business processes and procedures across Ticketmaster
• Work with regional and local operations teams to adapt CRM requirements to particular local needs
• Partner on Client Help Center strategies in order to drive comprehensive, easy to use flows
• Develop and implement the required KPIs to measure our cost to serve, assess our service quality (process lead times, workaround debt, waste, quality and defects, etc.) and improve the operational insight
• Stablish metrics and procedures to measure and analyse the quality of the processes (workaround debt, waste, lead times, defects, etc.), and work with the Data Analytics team in surfacing these metrics in appropriate business dashboards
• Project manage tactical initiatives to reduce process times, increase process quality and improve robustness
• Own and develop satellite CRM tools and add-ons
• Support and embrace the company mission values, statements, and Ticketmaster’s identity, ensuring adoption across the entire business while balancing the local markets specific needs