Client Ticketing Manager

THE COMPANY

AXS Germany, GmbH is a subsidiary of AEG and sells millions of tickets every year for 500+ partners across North America, Europe, and Asia, from venues like the O2 in London and the Red Rocks Amphitheatre in Denver to leagues like the Swedish Football Association to the 38 clubs of the B-League in Japan to teams like the Los Angeles Kings, Minnesota Timberwolves, and Houston Rockets.

We are passionate about improving the fan experience and providing game-changing solutions for our clients, and we are always looking for smart, motivated people to help make it happen. Bring your enthusiasm, your big ideas, and your desire to team up with some of the best and brightest in technology and entertainment. Together we keep the world cheering.

AXS is thrilled to be expanding its operations in our Berlin office. This move comes as our company continues to grow its global footprint.

THE ROLE

The Client Services Manager is a critical part of the AXS team in Germany.  You will be the friendly and efficient first point of contact for clients, ensuring that you deal accurately with all their requirements, always keeping the best interests of the business in mind. You ensure that all events are built correctly in our system, meeting all deadlines and managing the event life cycle from on sale to event date.

YOU

With a background in Music, Sports or Theatre ticketing you will be incredibly organised and used to working in a busy team environment. You are proactive – always spotting what needs to get done and doing it. You will be confident using a variety of ticketing systems and technology, always ready to learn and innovate. You will be used to working at pace, incredibly flexible and have a meticulous eye for detail. You will thrive working as part of a friendly, hardworking team who love what they do.  

KEY ACCOUNTABILITIES

• Responsible for the configuration and ongoing event ticketing management for AXS Europe clients.
• Responsible for providing exceptional customer service levels to all clients.  
• Provide additional client support when required, including working out of hours and weekend and on site.
• Ensure that the AXS brand is always represented in a professional manner.

MAIN ACTIVITIES AND RESPONSIBILITIES

• Create and maintain excellent relationships with all AXS Europe clients.
• Adhere to best practice for the creation, checking, on sale and ongoing management of events and ensure that this process is accurate and timely for all clients.
• Ensure that all work is completed to the required audit and financial standards.
• Perform event checking and audit as requested and monitor on sales as required.
• Ensure that all changes to events are correctly documented.
• Ensure that all documentation and communication is accurate, appropriate, and correctly distributed.
• Liaise with AXS Content team to ensure accuracy of ticketing links supplied to clients and across the AXS platform.
• Provide client support via email, Freshdesk and Client Support phone line, responding to all queries in a timely and professional manner.
• Provide out of office hours and weekend client support as determined by the Client Services Rota.
• Participate in on site event ticketing, box office and scanning activities as required.
• Work alongside the Fulfilment department to ensure timely dispatch of customer orders.
• Help to investigate problems, identify the root cause of issues, provide solutions, escalate where appropriate and continue to manage information flow back to the client.
• Determine the requirements of specific clients, ensure relevant information is communicated. Assist the client to determine best course of action for event to go on sale successfully.
• Understand and remain up to date with requirements of venues, promoters and systems.
• Contribute to maintaining effective teamwork and a positive collaborative environment within the Client Services team and across the business.
• Take ownership of system and personal training and development opportunities.
• Other ad-hoc duties as requested by management team. 

KEY SKILLS & EXPERIENCE

• Experience working in a fast-paced team
• Knowledge of event ticket sales and the ticketing industry and associated technology 
• Excellent administration skills and a meticulous eye for detail
• Ability to form close working relationships with stake holders of all levels
• Fluent language skills in German and English

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