Fraud Prevention Manager (EMEA) in London

Location: London, United Kingdom (hybrid)

Division: Ticketmaster

Contract Terms: Permanent, Full-time, 40 hours per week

THE TEAM

The Fraud/Loss Prevention team is responsible for protecting Ticketmaster's business across the EMEA markets by identifying, preventing, and mitigating fraudulent activity. The team monitors transactions, reviews fraud claims initiated by customers and financial institutions, performs address and identity verification, and leverages internal and third-party tools to identify credit card fraud, friendly fraud, and other risks that could negatively impact the business.

THE JOB

The Fraud Prevention Manager leads the operational and strategic direction of the fraud prevention function in a fast-paced and evolving e-commerce environment. This role is responsible for managing fraud analysts, ensuring the team meets performance and risk mitigation objectives, and continuously improving fraud detection and prevention strategies. The manager collaborates closely with internal partners across product, engineering, finance, legal, customer support, and quality assurance to protect the business while maintaining a positive customer experience. This position requires strong leadership, analytical thinking, and the ability to develop scalable fraud prevention processes that adapt to emerging fraud trends.

What You Will Be Doing

• Lead and manage the fraud prevention team, including supervisors and analysts, ensuring performance goals and service levels are consistently met.
• Oversee the monitoring of real-time transaction queues and high-risk orders, ensuring appropriate review processes and escalation procedures are followed.
• Develop and implement fraud prevention strategies to reduce credit card fraud, friendly fraud, and abuse while protecting customer experience.
• Analyze fraud trends, chargeback patterns, and operational data to identify risks and recommend improvements to fraud rules, processes, and systems.
• Partner with engineering, product, and third-party vendors to implement new fraud prevention tools, data signals, and automation capabilities.
• Manage escalated fraud investigations, high-risk incidents, and customer concerns requiring management oversight.
• Work closely with Human Resources on hiring, performance management, coaching, and professional development of team members.
• Establish strong cross-departmental partnerships with customer support, finance, legal, and operations to ensure consistent fraud prevention practices.
• Conduct root cause analysis on fraud incidents and operational issues to identify opportunities to improve fraud detection and operational efficiency.
• Develop reporting and dashboards that track fraud performance metrics, operational productivity, and risk trends.
• Ensure compliance with legal requirements, payment network rules, and internal policies related to fraud prevention and investigations.
• Drive continuous improvement initiatives that enhance fraud detection, reduce operational friction, and support scalable growth.
• Perform other duties as assigned.

What You Need To Know (or Technical Skills)

• Strong understanding of e-commerce fraud prevention, payment processing, and chargeback management.
• Experience with fraud detection tools, risk scoring systems, and transaction monitoring platforms.
• Proficiency with Microsoft Office products (Excel, Word, Outlook).
• Experience analyzing data to identify fraud trends and operational improvement opportunities.
• Prior leadership experience managing fraud operations teams preferred.
• Experience in online payments, credit card processing, fraud investigations, or risk management strongly preferred.
• Bachelor's degree preferred; equivalent experience may be considered.

You (behavioural Skills)

• Strong leadership and team development skills with the ability to coach and motivate high-performing teams.
• Excellent communication, presentation, and writing skills.
• Strong analytical thinking and problem-solving ability.
• Ability to manage multiple priorities in a fast-paced and rapidly changing environment.
• Excellent time management, organisation, and decision-making skills.
• Ability to build collaborative relationships across multiple departments.
• High level of integrity, accountability, and attention to detail.

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 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 equal 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 home life. 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. 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.