Trainer, Support & Operations, EMEA

Location: London, England

Division: Education and Training, Support and Operations

Line Manager: Director, EMEA Regional Education

Contract Terms: Permanent, Full-Time

THE TEAM

The Global Support & Operations Organization has the mission to build a global support & operations centre of excellence where all processes, tools & best practices are applied to all regions across the globe to achieve the highest levels of employee, fan & client satisfaction. The Education and Training team, a vertical of this organization, has an ongoing mission to deliver the industry’s most accurate, accessible, and empowering support, knowledge, and education resources to enable our employees and our clients to work confidently, solve problems independently, and get the most business value from our tools.

THE JOB

As part of the Global Education & Training team, the Trainer, Support & Operations, EMEA is responsible for designing and delivering scalable education programs that enable operational excellence across the EMEA region. The primary focus of this role is supporting Host Markets, ensuring teams have the system knowledge, operational understanding, and practical skills required to work confidently and effectively within Host-based operations.

With Host Markets as its core focus, the role delivers Event Programming onboarding and upskilling, Host-related operational education, and product training across TM1 products. It also provides structured enablement support for EP and CAM teams and education support for venues and other Support & Operations stakeholders where relevant.

The role supports the business’s focus on automation and technology-driven efficiencies, ensuring EP teams are equipped to build events faster and more effectively through system expertise. The role owns regional education delivery across in-person, virtual, and LMS based e-learning, and plays an active role in Client Education Day, including hosting sessions covering product updates and launches.

WHAT YOU WILL BE DOING

• Design and deliver structured onboarding and role-based learning pathways across EP and CAM audiences.
• Deliver training sessions in-person and virtually ensuring effective knowledge transfer and engagement.
• Travel as required to deliver in-person training across the region.
• Operate with a flexible in-office presence aligned to business demand, supporting in-person training, stakeholder engagement, and key learning initiatives in line with operational priorities and OKR-driven learning goals.
• Maintain alignment with evolving market processes and operational requirements.
• Create and maintain product training programs supporting system navigation, best practices, and feature adoption.
• Translate product functionality into practical, role-specific guidance highlighting business impact.
• Partner with EP leadership and Ops stakeholders to identify capability gaps linked to speed and quality.
• Develop training content supporting automation and technology-enabled event builds.
• Educate EP teams on efficiency tools to reduce manual effort and errors.
• Act as consultative SME to improve operational performance through structured learning solutions.
• Leverage deep knowledge of event build processes, event lifecycle management, and reporting functionality to strengthen understanding of system structure and behaviour.
• Provide role-based education to increase system literacy and enable faster troubleshooting.
• Host sessions at Client Education Day covering product updates and feature launches.
• Ensure consistent messaging and successful adoption of system enhancements.
• Independently create and publish e-learning content within the LMS.
• Develop modular, reusable learning assets to scale education regionally.
• Monitor training effectiveness and continuously improve content.
• Provide continuous updates on project status and education initiatives to the Director of Regional Education, EMEA.
• Track milestones, risks, and adoption metrics.
• Build strong partnerships with EP, CAM, Ops Leads, and regional stakeholders.
• Participate in cross-functional meetings to support operational transformation.
• Maintain documentation aligned with global standards.

WHAT YOU NEED TO KNOW

• You will be required to demonstrate a high level of business acumen together with a strong track record of experience in training teams in a similar business context as live entertainment and ticketing industry.
• Strong knowledge of Event Programming processes and best practices within Host Markets.
• Strong working knowledge of TM1 products, with the ability to translate product functionality into practical, role-specific training.
• Experience delivering training in live, virtual, and online formats.
• Strong communication and presentation skills.
• Ability to manage multiple priorities in a fast-paced environment.

DESIRED EXPERIENCE

• Experience in software product training.
• Experience creating user documentation and structured learning materials.
• Familiarity with SharePoint, Confluence, Asana, and Continu.
• Extensive knowledge and hands-on experience of Host is extremely desired, including its role in event build processes, event lifecycle management, reporting, troubleshooting, and associated operational workflows. Experience working with TM1 products and supporting their adoption in an operational environment is highly desired.
• Salesforce proficiency.
• Experience supporting product launches and adoption initiatives.

YOU (BEHAVIOURAL REQUIREMENTS)

• Confidence leading workshops and engaging senior stakeholders.
• Ability to translate technical complexity into business outcomes.
• Proactive, adaptable, and collaborative mindset.
• Passionate about enabling others in complex systems.
• Asks appropriate questions to ensure full understanding, to generate new ideas and innovative solutions.
• Demonstrates ethical behaviours.

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.