Head of Commercial Experience

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locations
Farringdon, London, United Kingdom
time type
Full time
posted on
Posted 2 Days Ago
job requisition id
JR-69908
Job Summary:Company: Live NationDepartment: Customer ExperienceLocation: Farringdon, LondonReports to: Customer Experience DirectorWorking Hours: Full timeContract Type: PermanentRole DescriptionThe Head of Commercial Experience will be the driving force for the commercial strategy for festivals and venues across food, beverages, merchandise, retail and other revenue generating ancillary categories.The Head of Commercial Experience will be the subject matter expert on all things commercial working collaboratively with key stakeholders across the business taking a data-driven and entrepreneurial approach to developing the commercial offering. The Head of Commercial Experience will lead the central relationship with third party operating partners across food, bars, merchandise and retail, ensuring commercial offerings add value to the fans experience.The role will lead from the front and be a visible presence across festivals to drive standards of commercial execution as well as identifying key strategic opportunities for improvement and development for future events.What it’s like to work in the TeamThe Head of Commercial Experience will be an integral member of the Customer Experience team at Live Nation, where our shows and events are as diverse as the individuals within them. With a positive and supportive approach, the successful candidate will work collaboratively to contribute to our core values of excellence, inclusivity and putting the Fan First across our estate.The visitors to our venues and festivals are more than customers, they’re our Fans. They are at the heart of everything we do. Our mission is to ‘put fans first and deliver world class experiences.’To do this we strive to always embody our Fan First Values:We care: We genuinely care about our Fans as individuals and strive to go above and beyond their expectations. We understand what is important to our customers, stakeholders, and teams.We make it relevant: We deliver the products, services and experience that are right for our fans and that enhance their experience. We focus on the task that will make a difference to the business.We communicate: We embody great communication at all times. We are polite, courteous and are fluent in our brand language. We work collaboratively and share best practice.We take ownership: We take ownership, responsibility, and accountability to get the job done. We do what we say we’re going to do and work together to solve challenges and exploit opportunities.We add value: We focus on the detail that drives enhanced commercial performance and efficiencies. We are bold, brave and constantly self-review to ensure we’re always adding value.We do what’s right: We drive a culture of inclusivity, diversity and sustainability. We stand by our principles and work towards making our venues and festivals world leaders in accessibility, inclusivity and sustainability.What we can offer youLive Nation offers impressive employee benefits including tickets to shows and festivals and unlimited annual leave. The newly opened Farmiloe Building in Farringdon, London is a beautiful office to work in. Staff can enjoy use of arcade games in the basement games room, onsite gym equipment plus fitness and meditation classes. In addition to this, the office has a fully stocked complimentary coffee bar with barista to serve you your favourite coffee as you walk into the office and offers heavily subsidised lunch options. We hold regular staff events in our atrium stage space including hosting speakers and open mic nights to showcase Live Nation employee talent.Who you areCompetencies / Skills / Knowledge / ExperienceA background in leading high quality and high-volume customer operations across a complex business, preferably in the leisure or entertainment sectorsMulti site / central commercial leadershipStrategic and operational management of in house and outsourced commercial operationsNew commercial concept development and project managementCommercial acumenExperience in managing significant P&L within the leisure, entertainment or destination experience sectorsCommercial systems and processes, with significant experience with EPOS management and commercial reporting and insight essential.BehavioursThe following attributes determine how the role will be carried out and are required to be a successPassionate about delivering engaging and memorable customer experiences.Excellent interpersonal and relationship building skills.Customer and commercial focus with a passion for customer service and putting the fan at the heart of the business.Ability to foster problem solving between teams and stakeholders, and to arrive at a solution that will contribute to the overall achievement of our goals.Ability to communicate, inspire and motivate all levels of teams.Resilient, resourceful and tenaciousWhat the role includesLeadership and management of Bar Experience and Food Experience ManagersWorking closely with key internal and external stakeholders to develop the commercial experienceTactical and strategic leadership of all ancillary touchpointsSignificant travel and time on site across the summer festival seasonBe the commercial subject matter expert within the businessDrive pricing strategy across all commercial touchpointsDevelop new processes and ways of working to ensure sharing commercial best practice within the groupDevelopment of commercial experiences, products and opportunities across food, beverages, merchandise, retail and other categories.Equal OpportunitiesWe 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 identity, race, sexual orientation, religion, age, disability status or caring responsibilities.Reality checkWhile this is a great opportunity in an exciting industry, this is not just a chance to see shows for free! The role is not your ordinary nine-to-five, and the industry is demanding, with sometimes long and unsociable hours. The excitement and energy of the shows and events we create comes from the hard work and dedication we commit to our work, and this position is no exception so get ready to bring your very best to the role.The CompanyLive Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year. For additional information, visit
www.livenationentertainment.com
APPLICATION DEADLINE: Sunday 28th April. We reserve the right to close applications at any time so encourage early application. #LI-SL1
About UsAbout UsRecognized three years in a row by Great Place to Work and named one of People Magazine’s top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones’ music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.
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