Venue Guest Experience Manager

Job Summary

WHO ARE WE?

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. For additional information, visit Live Nation’s Concerts Division is where tours are born, artists come to life, and fans get to experience the rush of live music. From our dozens of owned/operated Amphitheaters to our Global Touring team, from Ticketing and Venue Operations to Marketing and Sales, we foster a fun and upbeat work culture with no shortage of opportunities. With perks ranging from free concert tickets to dog-friendly offices, to progressive benefits like student loan reimbursement and adoption/fertility support, it’s no wonder we are certified as a Great Place to Work organization and one of People Magazine’s "50 Companies that Care". We want everyone to feel like they belong and can thrive in our community, so we strive to help you achieve your career and personal goals. Live music is our passion and where we find our common ground. There has never been a better time to join Live Nation.

WHO ARE YOU?

Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on!

THE JOB

Venue Nation is seeking an Employee & Guest Experience Manager for the Midflorida Credit Union Amphitheatre. The Experience Manager will be responsible for administering various corporate and venue-designed initiatives that support employee engagement and recognition programs, and guest service-related initiatives. What This Role Will Do EMPLOYEE ENGAGEMENT: Plan, coordinate, and implement processes and activities, including newsletters, day‑of‑show information sheets, and other communication tools associated with employee engagement and guest service. EMPLOYEE CARE/EXPERIENCE: Manage the upkeep and vibe of the employee break area, incorporating show‑day elements of care that elevate the work experience and remove hassles. Plan and facilitate ongoing employee appreciation efforts and events. EMPLOYEE RECOGNITION: Administrator of the employee recognition program, facilitating creative approaches to individual and group recognition. Will be the venue’s culture leader by looking for ways to recognize small and big service wins by your staff and create a "ONE‑CREW" mentality. TRAINING & COACHING: Venue leader for the service‑focused, employee training system(s). Help facilitate, in collaboration with other venue leaders, large‑scale on‑site venue staff training. Work with Department Managers and Supervisors to ensure the venue’s service standards of Safety, Care, Encore, and Efficiency are being communicated at pre‑event meetings, demonstrated throughout the show, and incorporated at the end of each night. FAN EXPERIENCE: Develop creative and fan‑focused initiatives for service recovery, surprise and delights, and guest milestones. REPORTING: Responsible for completing/managing assigned day‑of‑show/post‑show reports, helping manage the guest service experience platform, and analyzing other venue service reports to create action plans for service improvements and/or opportunities in partnership with the General Manager and your regional lead. PROCESS IMPROVEMENT: Work in coordination with venue leadership to discuss budget, needs, and ongoing support. Identify and seek opportunities to remove event‑day hassles for both fans and employees. SPECIAL PROJECTS: May be asked to manage implementation and maintenance of other guest‑facing or employee based on‑site programs. COLLABORATION/SUPPORT: Frequent meetings with core venue team, attend bi‑weekly calls with your Fan & Artist Services Regional leader and fellow venue experience managers, as well as have frequent one‑on‑ones with those regional leads. What This Person Will Bring A natural interest in helping others and a heart for service. As well as a passion for delivering engaging and memorable fan experiences. Must be able to maintain composure and organization in an often hectic and loud environment. Be flexible and approach the job with a one team mentality no matter the task. Proficient computer skills required including the ability to use Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and CANVA. A positive outlook, strong communication skills including public speaking or meeting facilitation skills and the ability to engage others. Strong problem‑solving skills and demonstrated experience finding creative, yet viable solutions. 1‑3 years’ plus of work experience in a comparable role. Position requires constant physical activity such as walking, climbing stairs, lifting, and carrying equipment. Must be able to lift 30 lbs. using proper lifting techniques.

EQUAL EMPLOYMENT OPPORTUNITY

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, race, sexual orientation, religion, age, disability status or caring responsibilities. Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas. We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Live Nation will also provide reasonable religious accommodations on a case by case basis.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Live Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting and search firms. Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules. It is estimated based on what a successful Colorado applicant might be paid. It assumes that the successful candidate will be in Colorado or perform the position from Colorado. Similar positions located outside of Colorado will not necessarily receive the same compensation. Live Nation takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the CO EPEWA, a potential new employee’s salary history will not be used in compensation decisions. 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. #J-18808-Ljbffr Live Nation Entertainment