Guest Engagement Manager

Wasserman operates at the epicenter of sports, music, entertainment and culture, serving talent, brands and properties on a global scale. Our brands and properties division works with iconic brands and rights holders, supporting business growth through all marketing disciplines. We're a trusted partner to every major league, team and venue, building meaningful connections between brands, properties and fans.

Headquartered in Los Angeles, Wasserman's presence spans 28 countries and more than 69 cities, including New York, London, Abu Dhabi, Amsterdam, Hong Kong, Madrid, Mexico City, Toronto, Paris and Sydney.

Job Description

WHAT YOU WILL BE DOING

We are currently seeking an enthusiastic Account Manager to assist in the development and execution of ticket & hospitality operations for our key clients, with the willingness to participate in challenging projects. The successful candidate will be responsible for market engagement, operational delivery of ticketing programmes and guest experiences.

A person with a keen technical knowledge of Guest Management Systems, an enthusiasm for operational processes, and desire to work on and at some of sports major events, is a person who will thrive in this role.

KEY RESPONSIBILITIES:

• Reporting to the Account Director in the setup and management of effective ticket & hospitality programmes, and processes appropriate to the client's needs and requirements

• You should have strong interpersonal and project management skills, excellent attention to detail and be confident when liaising with clients & suppliers

• Take ownership of the GMS platforms approved by clients and lead coordination with relevant suppliers for each client project

• Understand and demonstrate all the system features to different audiences within and outside of our business

• Development and management of project timelines and delivery schedules - ensure technical teams deliver against agreed timings

• Coordination with the client account teams to ensure efficiencies and best practices across regions

• Maintain and develop client relationships, day-to-day account management, project management, and internal coordination required

• Effective management of regular project and status meetings with clients (and markets where relevant), including consolidation of notes and actions

• Support with daily system trouble shooting, either directly with client teams and markets or indirectly with the rights holder ticketing teams or other departments

• Develop a thorough knowledge of the package allocations, subsidiary contacts and the processing of all data, GDPR requirements

• Database management and guest data capture including all compliance, package and guest information based on specific requirements of each client project

• Continual management of ticket & hospitality system in relation to future events in line with programme timings approved by clients

• Manage the fulfilment and distribution of tickets and assets ensuring all information is efficiently communicated and processed

• Booking and management of guest travel and hotels relevant to the different guest experiences and package allocations

• Guest communications strategy development and delivery, including management of guest mailbox and queries including responding where required to guests – delivering outstanding customer service at all times and in a timely manner

• Additional operational support where required within the project team – including providing daily reports required to support with operational planning i.e. guest arrival/departure manifests, hotel room requirements, Food & Beverage, ticketing etc.

• Keep senior stakeholders and account teams informed of the progress of operations and any issues that may arise that could affect its successful delivery and high standard of service

• Be pro-active in identifying areas of improvement

• Financial account management including the creation of budgets, tracking, and reconciliation

• Produce a final operations report for each project, including recommendations for future improvements

WHAT YOU NEED:

• Agency experience

• Experience working on large global brands is preferred, but not essential

• Flexibility, ability to plan and organise, responsiveness, and a self-starter

• Able to work with UK and International team members

• Able to work remotely with team members

• Ability to influence decision making processes, both within the Agency and the client organisation

• Ability to multi-task; you will be working across a number of activities with tight deadlines

• Ability to think on your feet and take appropriate actions to resolve any unforeseen issues as they arise

• Ability to enthuse and motivate others

• Demonstrable experience in managing web-based portals and databases

• A technical thinker who can provide council to our clients and suppliers in delivering best in class solutions

• Presentation skills (both writing and delivery), internally and to clients / suppliers including use of Microsoft PowerPoint and Excel

• Excellent communication skills – verbal and written – and attention to detail

• Creative thinking

Wasserman does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.