Director of Ticketing Operations & Fan Experience, VIP Nation

Job Summary

Company: Live Nation

Department: VIP Nation Europe (International)

Location: Farringdon, London

Reports to: VP, VIP Nation International

Working Hours: Full time

Job Type: Permanent

Competencies / Skills / Knowledge / Experience

• Proven experience leading complex operational projects and managing high‑performing teams within live entertainment, touring, ticketing, or customer experience environments.
• Strong strategic and operational leadership skills, with the ability to drive process improvement and organisational change across multiple markets.
• Deep expertise in ticketing systems, ticketing operations, and digital ticketing technologies.
• Strong analytical capability with experience reporting on and interpreting ticketing, customer service, and commercial performance data.
• Experience developing and managing KPIs, team objectives, and performance metrics.
• Exceptional organisational skills with the ability to manage multiple priorities and stakeholders in a fast‑paced environment.
• Advanced Excel and numeracy skills, with exceptional attention to detail.
• Significant experience within live event ticketing and customer service at a senior touring level, either locally or internationally.
• Experience working across EMEA or international markets is highly advantageous.

Behaviours

• Strong interpersonal and stakeholder management skills, with the ability to build effective relationships across international teams and external partners.
• Proactive, solutions‑focused, and commercially minded, with a drive to identify opportunities for growth and improvement.
• Confident operating in fast‑paced, high‑pressure environments while maintaining exceptional standards and attention to detail.
• Highly self‑motivated with the ability to work independently, take ownership, and lead by example.
• Strategic thinker with strong problem‑solving and decision‑making capabilities.
• Collaborative leadership style with the ability to inspire, develop, and motivate teams.

What the role includes

• Lead the day‑to‑day management and strategic direction of the Ticketing & Customer Service team supporting international touring activity across EMEA.
• Oversee all ticketing and customer service operations, continuously identifying opportunities to improve processes, systems, and overall departmental performance.
• Lead key operational and transformational projects, including ticketing system improvements, customer journey enhancements, and departmental process optimisation.
• Develop scalable best practices and operational standards across international ticketing functions and regional teams.
• Build and maintain strong cross‑functional relationships with event operations, finance, marketing, and external partners to ensure seamless package fulfilment and event execution.
• Analyse ticketing performance, pricing trends, customer insights, and operational data to support revenue growth and strategic decision‑making.
• Oversee end‑to‑end ticketing operations for high‑profile international tours across EMEA.
• Drive customer service excellence by improving response times, service standards, escalation management, and overall fan experience.
• Act as the senior escalation point for critical customer and operational issues, ensuring timely and consistent resolution.
• Prepare and present reporting, insights, and recommendations to senior stakeholders.
• Define and manage departmental KPIs and objectives aligned with wider VIP Nation International OKRs and business goals.
• Support the continued growth and evolution of the VIP Nation International business through innovation, leadership, and operational development.

Equal Opportunities

We are passionate and committed to diversity and inclusion and encourage applications from all backgrounds irrespective of gender identity, race, sexual orientation, religion, age, disability status or caring responsibilities.