At a Glance
- Tasks: Lead ticketing and customer service operations for international tours, enhancing fan experiences.
- Company: Join Live Nation, the world's leading live entertainment company.
- Benefits: Inclusive culture, professional growth opportunities, and a chance to shape the future of live events.
- Other info: Dynamic environment with opportunities to innovate and collaborate across international teams.
- Why this job: Make a real impact in the live entertainment industry while driving operational excellence.
- Qualifications: Proven leadership in ticketing operations and exceptional communication skills required.
The predicted salary is between 70000 - 90000 £ per year.
Working within VIP Nation International, you will lead and oversee all ticketing and customer service operations across international touring activity. This is a high-impact leadership role for an experienced operator who is passionate about delivering premium fan experiences, driving operational excellence, and shaping the future of the department.
You will be responsible for leading the Ticketing & Customer Service function across international markets, ensuring best-in-class delivery for artists, rightsholders, and fans alike. The role will play a critical part in developing and implementing scalable processes, enhancing the customer journey, and driving commercial growth through innovative ticketing strategies and operational improvements.
This position offers a unique opportunity to influence and evolve the wider VIP Nation International business, including leading major departmental projects, improving internal systems and workflows, and supporting the continued growth of the VIP division globally.
The successful candidate will possess exceptional leadership, communication, and stakeholder management skills, alongside deep expertise in ticketing operations, customer service, and live event touring.
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.
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 identity, race, sexual orientation, religion, age, disability status or caring responsibilities.
Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders: Ticketmaster, Live Nation Concerts, and Live Nation Media & Sponsorship. Ticketmaster is the global leader in event ticketing with over 500 million tickets sold annually and more than 12,000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 40,000 shows and 100+ festivals annually for nearly 4,000 artists in over 40 countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect over 1,000 brands with the 98 million fans that attend Live Nation Entertainment events each year.
APPLICATION DEADLINE: Wednesday 10th June 2026. We reserve the right to close applications at any time so encourage early application where possible. 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.
Director of Ticketing Operations & Fan Experience, VIP Nation in London employer: Live Nation
Live Nation Entertainment is an exceptional employer, offering a dynamic work environment in the heart of Farringdon, London. With a strong commitment to diversity and inclusion, employees are encouraged to bring their authentic selves to work while enjoying opportunities for professional growth and development. The company fosters a collaborative culture that values innovation and operational excellence, making it an ideal place for those passionate about enhancing fan experiences in the live entertainment industry.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Ticketing Operations & Fan Experience, VIP Nation in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the live entertainment industry. Attend events, join relevant groups on social media, and don’t be shy about reaching out to folks on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers or industry leaders, be ready to talk about your past experiences and how they relate to the role. Bring examples of your work, especially if it involves ticketing operations or customer service excellence.
✨Tip Number 3
Prepare for interviews by researching the company and its culture. Understand their ticketing systems and customer service strategies. This will help you tailor your answers and show that you’re genuinely interested in making a difference at VIP Nation.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged. So, hit that apply button and let’s get you one step closer to landing that dream job!
We think you need these skills to ace Director of Ticketing Operations & Fan Experience, VIP Nation in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in ticketing operations and customer service. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Show Your Passion:Let your enthusiasm for live events and fan experiences shine through in your application. We love candidates who are genuinely excited about the industry and can convey that passion in their writing.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Director of Ticketing Operations role. Remember, less is often more!
Apply Through Our Website:Don’t forget to submit your application through our official website! It’s the best way to ensure it gets into the right hands. Plus, it shows you’re serious about joining our team at StudySmarter.
How to prepare for a job interview at Live Nation
✨Know Your Ticketing Inside Out
Make sure you brush up on your knowledge of ticketing systems and operations. Familiarise yourself with the latest digital ticketing technologies and be ready to discuss how you've used them in past roles. This will show that you're not just a leader but also someone who understands the nuts and bolts of the industry.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach and how you've successfully managed high-performing teams. Think of specific examples where you've inspired and motivated your team, especially in fast-paced environments. This will demonstrate your ability to lead the Ticketing & Customer Service function effectively.
✨Data is Your Best Friend
Be ready to discuss how you've used data to drive decision-making in previous roles. Bring examples of KPIs you've developed or how you've analysed ticketing performance to improve processes. This will highlight your analytical skills and your strategic mindset, which are crucial for this role.
✨Build Relationships Before You Walk In
Research the company and its key stakeholders. If possible, connect with current or former employees on LinkedIn to gain insights into the company culture and expectations. This will not only help you tailor your responses but also show that you're proactive and genuinely interested in the role.
