Client and Event Support Manager

Job Summary:

JOB DESCRIPTION - CLIENT & EVENT SUPPORT MANAGER

Location: Brussels

Division: Global Support & Operations

Line Manager: Regional Operations Director

Contract Terms: Permanent, Full-Time 37.5 hours per week

THE TEAM

Global 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.

EMEA Support & Operations team, a vertical of this organization, is accountable for supporting Clients in markets located under the EMEA Region (Europe, Middle East and Africa) and providing the ticketing service to the full life-cycle of their events (from onsale to entry).

Our Clients demand and value high service levels and we believe our people are the foundation to deliver great service. We are fortunate to have the most experienced and skilled operations experts on the field around the globe, regionally and locally, that have a deep understanding of our Clients’ needs. We then apply our own ticketing technology to help our Clients innovate in their offering and ticketing strategies.

THE JOB

As Client and Event Support Manager, you will lead and develop the Client and Event Support team in Belgium. You will be accountable for accurate, timely event programming across Ticketmaster’s Belgian client base and effective, proactive operational support for assigned top-tier clients. You will set clear priorities, plan team capacity and maintain agreed quality standards and service levels throughout the event lifecycle.

The role combines people leadership with practical operational involvement. You will coach the team, improve workflows and provide hands-on support for complex deliveries, peak periods and escalations. You will develop the team’s knowledge and judgement so that colleagues can manage their responsibilities confidently and resolve issues independently, involving specialists where needed.

You will help the team build trusted client relationships, anticipate requirements and support the adoption of relevant Ticketmaster tools and features. Working with Client Development and specialist teams, you will contribute to client retention and growth through reliable service, effective product use and practical improvements to clients’ ticketing operations.

WHAT YOU WILL BE DOING

Leadership and people development

• Lead, coach and develop the Client and Event Support team, setting clear expectations for delivery, client service and collaboration.
• Hold regular one-to-ones, provide constructive feedback and address performance concerns promptly. Agree development plans that build individual skills and support career progression.
• Build team capability by facilitating training, knowledge sharing and cross-training, and by delegating work appropriately. Ensure sufficient expertise and cover across key responsibilities.

Event programming and service delivery

• Oversee event programming across the Belgian client base, ensuring event setups and changes meet approved requirements, quality standards and agreed Event Management service levels.
• Plan capacity, allocate work and maintain coverage for on-sales, event peaks and ongoing client support. Resolve competing priorities and escalate resource constraints or delivery risks early.
• Maintain quality assurance and peer-review processes, ensure agreed procedures are followed and address the causes of programming errors and recurring delivery issues.
• Provide hands-on operational support for complex deliveries, peak periods and escalations, while maintaining oversight of team priorities and performance.
• Ensure event and support records in Salesforce are accurate and current, with clear ownership, status and next steps.

Client support and success

• Build relationships with key contacts at assigned top-tier clients and ensure the team maintains regular dialogue and forward planning around their event calendars, priorities and service needs.
• Act as the primary management escalation point for complex or high-impact client and event issues. Coordinate the response, involve relevant specialists and ensure clear ownership, timely communication and follow-through to resolution.
• Oversee client onboarding, practical training and adoption of relevant Ticketmaster tools and features. Ensure the team follows up on difficulties and helps clients work confidently and independently.
• Share client feedback, service risks and improvement opportunities with Client Development to support retention and growth. Coordinate agreed operational actions, while Client Development retains ownership of commercial agreements.

Process improvement and cross-functional coordination

• Develop and maintain effective market-level workflows for Client Support and Event Management, adapting them to Belgian client needs while aligning with regional and global standards.
• Monitor event accuracy, delivery timeliness, support responsiveness and resolution, recurring issues, client feedback and tool adoption. Use these measures to prioritise improvements, agree corrective actions and review their effectiveness.
• Work with Client Development, Product Operations, Field Operations, Finance and Fan Support to coordinate service, clarify responsibilities and resolve issues that require input from multiple teams.
• Represent Belgium in regional forums, sharing client needs, operational insights and successful practices. Coordinate local implementation of agreed product and process changes, ensuring procedures and team training remain current.

WHAT YOU NEED TO KNOW

Languages: The ability to communicate effectively in at least one local language (French and/or Dutch) is required, in addition to fluency in English.

• Proven experience leading and developing teams, ideally within operations, client services or event management, including setting expectations, coaching colleagues and managing performance.
• Strong understanding of ticketing platforms, event configuration and client support processes, with the ability to guide others, assess operational risks and support complex issue resolution.
• Experience planning workloads, managing capacity and prioritising competing requests in an environment with time-critical delivery and changing demands.
• The ability to design effective workflows, interpret performance data and lead practical improvements to quality, efficiency and service.
• Clear written and verbal communication skills, with the judgement to manage client escalations, explain operational decisions and coordinate colleagues across different functions.
• Confidence using business systems, CRM platforms and Microsoft Office, particularly Excel. Experience with Ticketmaster platforms, TM1 tools and Salesforce is an advantage.
• An understanding of live entertainment or sports operations, and flexibility to support occasional evenings, weekends, holidays and on-site activity as required and agreed.

YOU

• You give clear direction, make considered decisions and hold yourself and others accountable for commitments.
• You develop people through practical coaching, constructive feedback and delegation, creating an environment where colleagues ask questions and raise concerns early.
• You balance immediate delivery needs with improvements that build the team’s longer-term capability.
• You build trust with clients and colleagues through reliability, clear communication and an understanding of their needs.
• You remain calm when priorities shift, address difficult issues directly and raise capacity or delivery risks before they become service problems.
• You stay curious about products and processes, welcome feedback, share knowledge and act with integrity.

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 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, race, sexual orientation, religion, age, disability status or caring responsibilities.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Ticketmaster recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Ticketmaster may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Ticketmaster may use artificial intelligence (AI) tools to support application screening and assessment. All hiring decisions are made with human review.

#TMBelgium

Live Nation Entertainment will never request payment or equipment purchases as part of the hiring process. Recruiters will only contact candidates from official Live Nation or affiliated brand email domains.