Job Summary:
THE JOB
This role will be responsible for content alignment and content creation across our Global Fan Experience teams. This is not a Marketing role and will not involve Marketing in any way. This role will focus on how we communicate with fans across all Fan Experience touch points- proactively/reactively updating content for both our internal Agent Knowledge base and external Fan Facing FAQs, as well as agent scripting for Chat, Email, FAQs and other Fan touchpoints.
To accomplish this, you will use your prior experience in creating content/verbiage in order to ensure a consistent Tone of Voice while delivering our message to fans across 27 markets.
You will need to have a very keen eye for detail, a passion for delivering and enforcing a Tone of Voice across the business and be capable of working with multiple stakeholders across different markets.
This role is a critical part of the Fan Experience team as we move towards a global, digital first, agile Contact Centre environment.
WHAT YOU WILL BE DOING
Create, edit, and proofread Fan communications (external FAQs and internal Agent Knowledgebases) as well as email/chat/SMS/other fan facing communications as necessary.
Be the Subject Matter Expert for Ticketmaster Tone of Voice across all FX Markets- providing support and guidance where necessary
Regularly check fan facing help centres and content to ensure compliance with Tone of Voice and FX content best practices.
Lead on content and tone of voice across the chatbots and scripting for chat, emails, SMS, etc. in all FX markets ensuring consistency and effectiveness.
Work closely with local FX colleagues concerning their respective market content.
Identify new opportunities for content creationsuch as an emerging social media platform (such as video, infographics and/or decision trees).
Work with external teams such as Client Development or Communications to ensure an aligned approach to any challenges.
Work with team to optimize Fan facing help centres to ensure they are fit for purpose, easy to navigate, intuitive, and optimized for SEO.
WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)
Proven experience as a content creator (i.e. copywriter)
Strong communication and organization skills, detail-oriented and self-motivated.
Proficient at Microsoft Word, Excel, PowerPoint and Outlook.
Ability to work in a fast-paced environment with frequent deadlines.
Ability to maintain good working relationships with co-workers, clients, customers, and management.
Effective presentation and facilitation skills
Collaborative work style with ability to solicit input, influence, and support decisions
Positive attitude, willing to learn
Exceptional attention to detail
Demonstrable proofreading and editing ability
YOU (BEHAVIOURAL SKILLS)
Motivated Learner An individual motivated by new challenges and opportunities. One who is always willing to take on more responsibility and not shy away from areas where learning is required. A leader who can take on areas of great opportunity and drive the change required for improved results.
Collaborate with others; share information openly; listen and take time to empathize and understand where others are coming from; show recognition and appreciation for the contributions of others.
Demonstrated ability in leading on Content.
Motivation to improve and guide operational and technical change that will improve fan experience and satisfaction.
Results driven, energetic, creative, and hardworking, with a commitment to the highest quality of care and service
About Us
Recognized three years in a row by Great Place to Work and named one of People Magazines 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 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.
