JOB DESCRIPTION: General Manager – Partnerships & Client Success

Location: Australia

Division: Business Development

Line Manager: Managing Director, Ticketmaster Australia

Contract Terms: Full Time

THE TEAM

We’re fans who help fans everywhere to get to the live events they love. A proud division of Live Nation entertainment, Ticketmaster has changed the way the world connects with their favourite artists, teams and shows, and we continue to shape innovation every day. We’re not just selling tickets (though we do that better than anyone else), we’re enriching lives one amazing experience at a time. This role forms part of the senior leadership team as part of the Ticketmaster Australia business, focusing on strategic clients across the Australian market.

THE JOB

The GM – Partnerships & Client Success will focus exclusively on our key client accounts concentrating on the needs of clients within a mix of portfolios. This role will be responsible for managing, supporting and servicing the account related needs of an assigned set of clients. Furthermore, initiating and maintaining relationships with existing and prospective clients is key to ensure that existing business is retained and that Ticketmaster Australia is positioned to exceed the needs of our clients to drive long term partnerships. As a member of the Ticketmaster Australia Leadership Team, the role drives cross-functional collaboration, influences product and commercial strategy and builds trusted executive relationships with key partners to maximise long-term business value. Recognising the natural alignment of client relationships across Australia and New Zealand, the role may provide strategic oversight and assisting with client retention strategies to support the growth and success of the New Zealand portfolio.

WHAT YOU WILL BE DOING

Strategic Leadership

• Develop and execute the strategic direction for key client accounts across a mix of portfolios in alignment with organisational objectives noting that final portfolio mix will be agreed to meet the ongoing needs of the business
• Lead long-term account growth strategies to maximise revenue, retention, engagement, and customer satisfaction.
• Identify emerging market opportunities, industry trends, and customer needs to inform strategic planning.
• Contribute to the development and delivery of the organisation's product optimisation and customer growth strategy.
• Drive innovation in offerings, account management practices, and customer engagement initiatives.
• Support as required, major organisational projects that are determined as a strategic priority.

Strategic Account Management

• Lead the management and growth of key strategic accounts and high-value client relationships.
• Manage all contract deliverables for the your portfolios ensuring SLA’s are being met.
• Develop and maintain executive-level relationships with major customers, partners, stakeholders, and industry representatives.
• Ensure strategic accounts receive exceptional service, support, and value delivery.
• Oversee contract negotiations, renewals, and commercial agreements.

• Identify opportunities to expand partnerships, increase revenue, and strengthen client retention. Provide responses and reviews as part of the tender process.
• Manage account risk and proactively address customer concerns and service issues.
• Coach and collaborate with others on support and operations and marketing to ensure effective, consistent communication of Ticketmaster’s capabilities, services, and relevant offerings for our clients.
• Develop strong local and global connections that support the core products and solutions and help match their development to market needs and client priorities.
• Forecast clients’ ticket/revenue contribution to the segment’s annual business plan by developing client level partnership plans, including account strategy, profitability analysis, and program projections.

Business Performance

• Own and deliver strategic account revenue targets.
• Develop budgets and forecasts for the portfolio.
• Undertake detailed business analytics and reviews to make informed decisions about future AOI and growth opportunities.
• Monitor financial performance and implement initiatives to improve profitability and commercial outcomes.
• Identify new business opportunities and partnership arrangements that support growth objectives.
• Develop business cases and commercial proposals for strategic initiatives.

Stakeholder and Relationship Management

• Build strong relationships with internal and external stakeholders.
• Collaborate across Sales, Marketing, Operations, Finance, Product, and Fan Support teams to achieve business objectives.
• Represent the organisation at industry events, conferences, networking functions, and stakeholder meetings.
• Develop strategic partnerships that create value for members, customers, and the organisation.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

• Analytical and strategic thinking
• Expert in data analytics and interpretation analysis
• Strong presentation skills
• Experience in using AI
• Expert project manager
• Proven track record of exceeding sales targets and understanding of contract structure and negotiations.
• Experience leading changes in a complex matrix-oriented organization with strong emphasis on team development.

YOU (BEHAVIOURAL SKILLS)

• Excellent customer service, communication, and consulting skills
• Experience with live event ticketing or real-time inventory management systems preferred
• Ability to listen, understand and interpret client needs and expectations as part of delivering tailored solutions
• 40%-60% travel required
• Proactive focus on growth and opportunities
• Ability to manage up, across and your team, with effective and pro-active communication.
• Accuracy and thoroughness of all work
• Highly motivated
• Ability to work and contribute to a team environment
• Able to travel to office minimum of 3 days a week

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 home life. 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.