Head of Artist Delivery in London

The Company ROAM is an independent global artist booking agency.

Representing over 950 artists globally, with offices in London, New York, Los Angeles, Chicago, Paris and Glasgow, the company arranges artist’s concerts from club to festival headline level worldwide.

The roster features many of today’s most acclaimed and culturally impactful performers, including Amyl & The Sniffers, Andrew Bird, BADBADNOTGOOD, Big Thief, Black Pumas, Car Seat Headrest, Cory Wong, Faye Webster, Fontaines D.

C., Good Neighbours, Goose, Glen Hansard, Jungle, Khruangbin, Japanese Breakfast, Mac De Marco, Metronomy, Mk. gee, Mt.

Joy, Nick Cave & The Bad Seeds, PJ Harvey, Royel Otis, Sufjan Stevens, The Lumineers, and more.

ROAM’s clients perform over 10,000 shows annually in iconic venues such as Madison Square Garden,

O2 Arena, Hollywood Bowl, Royal Albert Hall, and Radio City Music Hall, and appear at leading festivals including Glastonbury, Bonnaroo, Primavera, Coachella, and Roskilde.

We thrive on having positive relationships with our partners and promoters across the globe and are music lovers who are dedicated to helping our artists achieve the success they deserve.

The Role

As Head of Artist Delivery, you'll lead ROAM's EU support team to ensure every artist receives a world-class, consistent level of service.

You'll own the end-to-end delivery process — from understanding artist plans and workload alongside Partners and Agents, to managing, training and developing the support team, to continuously improving how we work through process mapping and technology adoption.

Working closely with the Director of Operations, you'll also lead ROAM's work placement and mentoring programmes, bringing structure, accountability and a genuine commitment to service excellence across everything the Delivery function touches.

• Reports to: Director of Operations, ROAM
• Direct and Indirect Reports: Co-ordinators Interns / Placements

Purpose

• This job exists to ensure world class delivery of Live services to ROAM Artists
• The role owns the delivery of world class services to Artists
• Leads the constant improvement of service delivery
• Leads on the delivery of system changes into day to day processes
• Acts as lead for process improvement

Key Accountabilities

• Accountable for the delivery of world class level of service to ROAM Artists
• Accountable for the management of workload across the Co-ordinators to ensure service delivery
• Accountable for the management of expertise within the Co-ordinator group to ensure consistent standards of delivery to Artists

Key Responsibilities

• Works closely with the Partners and Agents to fully understand Artist plans, and therefore workload for the Delivery function
• Understands Co-ordinators' skills, knowledge and expertise, plus workload, and deploys the full team to ensure all Artists receive a consistent, outstanding level of service delivery
• Line manages the Co-ordinators, interns and placements
• Creates, maintains and fully understands process maps of all key Artist Delivery elements
• Ensures constant review and improvement of processes to drive efficiency of Artist Delivery
• Maintains ongoing communication with Partners and Agents to ensure Artist expectations are met
• Works closely with the Do O on ROAM EU technology evolution
• Designs training programmes for the support team and delivers them where appropriate, working with the Do O and external partners on wider learning initiatives
• Maintains close links with Finance, Brand and Marketing to ensure a joined up approach to service delivery.
• Oversees participants in work placements and mentoring schemes, working to design these programmes with the Director of Operations and then leading on the project with any external stakeholders, including running budgets
• Oversees CMF (Chris Meredith Foundation) management and compliance requirements.

Key Competencies

• Ensures accountability Holding self and others accountable to meet commitments.

Follows through on commitments and makes sure others do the same.

Acts with a clear sense of ownership.

Takes personal responsibility for decisions, actions, and failures.

Establishes clear responsibilities and processes for monitoring work and measuring results.

Designs feedback loops into work.

• Communicates effectively Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels.

Attentively listens to others.

Adjusts to fit the audience and the message.

Provides timely and helpful information to others across the organization.

Encourages the open expression of diverse ideas and opinions.

• Customer focus Building strong customer relationships and delivering customer-centric solutions.

Gains insight into customer needs.

Identifies opportunities that benefit the customer.

Builds and delivers solutions that meet customer expectations.

Establishes and maintains effective customer relationships.

• Directs work Providing direction, delegating, and removing obstacles to get work done.

Provides clear direction and accountabilities.

Delegates and distributes assignments and decisions appropriately.

Monitors progress by maintaining dialogue on work and results.

Provides appropriate guidance and direction based on people's capabilities.

Intervenes as needed to remove obstacles.

• Builds effective teams Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.

Forms teams with an appropriate and diverse mix of styles, perspectives, and experience.

Establishes common objectives and a shared mindset.

Creates a feeling of belonging and strong team morale.

Shares wins and rewards team efforts.

Fosters open dialogue and collaboration among the team

Key Skills, Knowledge & Experience

• Technology literate.
• Knowledge and experience of process mapping and continuous improvement an advantage.
• Direct experience within a Live music environment.
• Experience of the end to end processes of supporting Live Artists.

Key Performance Indicators (KPIs)

• TBD but financial performance of ROAM EU; delivery of SLAs.

Key Interactions

• MD, ROAM EU
• Director of Operations, ROAM EU
• Partners and Agents
• Co-ordinators
• Finance
• Marketing
• Colleagues in Sandbag
• ATC Management
• US as appropriate
• Technology

Decision Rights

• People & Team Management
• Allocates coordinator workload and manages resource deployment across the team — decides alone.
• Day-to-day line management decisions for Coordinators and interns/placements — decides alone.
• Recommends hiring into Coordinator and intern roles; final decision made with Director of Operations — recommends, Do O approves.
• Initiates performance conversations and probation reviews for direct reports — decides, informs Do O.
• Approves leave for direct reports — decides alone
• Financial
• Manages and approves spend within the work placement and mentoring programme budget — decides alone within agreed budget
• CMF funding: manages compliance and day-to-day spend — decides alone within approved parameters; reports to Do O
• Expenditure outside agreed budget — recommends to Do O
• No independent authority over departmental headcount costs
• Operational / Process Owns and updates process maps for all Artist Delivery elements — decides alone
• Initiates and implements process improvements within the Coordinator function — decides alone within remit Proposes significant process changes that affect other departments — recommends to Do O
• Decides on day-to-day service delivery standards — decides alone
• Technology
• Provides requirements and input into technology decisions — consulted
• Adoption of new tools within the Coordinator team — recommends to Do O
• No independent authority to commit to new platforms or systems
• External & Strategic
• Manages external stakeholders on work placement and mentoring programmes (e. g. CMF, Youth Music, BLi M) — consults with Do O
• Commits to external programme partnerships — recommends to Do O
• No authority to commit ROAM contractually or commercially.