Senior Manager, Business Intelligence, Fan

Job Summary

• Department:
  Fan Support
• Location:
  
  Manchester, England
• Reports to:
  
  VP, Strategy, Change & Analytics
• Working hours:
  
  Permanent, Full‑Time

The Fan Support team at Ticketmaster cares passionately about our fans’ interactions across our Marketplace, none more so than the interactions with our customer support teams. As the world’s leading ticketing company, we are committed to setting the standard for a great fan experience by delivering exceptional service, eliminating customer pain points and driving best‑in‑class interactions with our brands.

Reporting to the VP, Strategy, Change & Analytics, the purpose of this role is to drive the high‑quality development of data, reporting & insights that underpin the growth and success of Fan Support (FS) as well as input into business projects and strategy. You will be responsible for reporting and presentation of FS data and performance across the entire global FS estate.

To ensure accurate, effective and timely provision of this data your team will create reporting dashboards, regular monthly reports and bespoke reports underpinned by a robust dataset and data tables to ensure complete confidence in the information presented and shared. You will determine your team’s and your own workload and roadmap; work with other teams to prioritise requests while reviewing the bigger picture to drive overall improvements to our Business Intelligence.

As well as your direct line manager, you will assist the EVP, Fan Support and the FS team to supply data and make recommendations that improve the Fan Experience.

• Manage a small team of reporting administrators, providing relevant support, coaching and guidance.
• Build an insight capability to enable FS to identify opportunities to improve fan outcomes and/or FX cost performance, including support for detailed root‑cause analysis and an integral part of an end‑to‑end continuous improvement framework.
• Define and implement data strategy and data warehousing arrangements to ensure that FX data is structured, available and clearly defined.
• Define the reporting requirements for FS and build a reporting suite of metrics, connected to FX financial and commercial outcomes, supported by clear and agreed KPI definitions to provide a ‘single source of the truth’ for FS performance.
• Be responsible for scheduled weekly, bi‑weekly, monthly and annual reporting, providing accurate and effectively presented data on time.
• Ensure any data that is not centralised and therefore must be captured from within markets is accurate and received in a timely manner.
• Deliver reporting functionality to help combine data from multiple, disparate sources across the business to give a clear view across all markets.
• Use reports and other data to create clear and concise presentations, displaying research findings to be consumed at varying levels within the business, including Senior Management and Execs.
• Provide actionable insights as well as recommendations for change by extracting, interrogating and analysing data to put forward business cases for change and support business decision‑making.
• Build and maintain effective working relationships with key stakeholders across all our global market teams and Fan Experience units.
• Provide quantifiable data and recommendations on customer experience matters to support and influence organisational strategy, decisions and initiatives.

• Passion for the customer and constantly curious.
• Experience in a role where analysing data and processes was a key responsibility.
• Experience in a role where excellent attention to detail was critical.
• Experience of working to tight deadlines and changing pressures.
• Numerate and logical; adept at performing basic statistical analysis.
• Demonstrable ability in interpreting and analysing data and identifying trends.
• Excellent knowledge of using Microsoft PowerPoint & Excel and creating professional presentations.
• Excellent communication skills and the ability to understand people’s needs and solve problems.
• Comfortable and confident in challenging and questioning the norm.

• Experience of provision of…