Client and Event Support Manager
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THE JOB
As Client and Event Support Manager, you will lead and develop the Client and Event Support team in Belgium. You will be accountable for accurate, timely event programming across Ticketmaster’s Belgian client base and effective, proactive operational support for assigned top-tier clients. You will set clear priorities, plan team capacity and maintain agreed quality standards and service levels throughout the event lifecycle.
The role combines people leadership with practical operational involvement. You will coach the team, improve workflows and provide hands-on support for complex deliveries, peak periods and escalations. You will develop the team’s knowledge and judgement so that colleagues can manage their responsibilities confidently and resolve issues independently, involving specialists where needed.
You will help the team build trusted client relationships, anticipate requirements and support the adoption of relevant Ticketmaster tools and features. Working with Client Development and specialist teams, you will contribute to client retention and growth through reliable service, effective product use and practical improvements to clients’ ticketing operations.
WHAT YOU WILL BE DOING
Leadership and people development
Lead, coach and develop the Client and Event Support team, setting clear expectations for delivery, client service and collaboration.Hold regular one-to-ones, provide constructive feedback and address performance concerns promptly. Agree development plans that build individual skills and support career progression.Build team capability by facilitating training, knowledge sharing and cross-training, and by delegating work appropriately. Ensure sufficient expertise and cover across key responsibilities.
Event programming and service delivery
Oversee event programming across the Belgian client base, ensuring event setups and changes meet approved requirements, quality standards and agreed Event Management service levels.Plan capacity, allocate work and maintain coverage for on-sales, event peaks and ongoing client support. Resolve competing priorities and escalate resource constraints or delivery risks early.Maintain quality assurance and peer-review processes, ensure agreed procedures are followed and address the causes of programming errors and recurring delivery issues.Provide hands-on operational support for complex deliveries, peak periods and escalations, while maintaining oversight of team priorities and performance.Ensure event and support records in Salesforce are accurate and current, with clear ownership, status and next steps.
Client support and success
Build relationships with key contacts at assigned top-tier clients and ensure the team maintains regular dialogue and forward planning around their event calendars, priorities and service needs.Act as the primary management escalation point for complex or high-impact client and event issues. Coordinate the response, involve relevant specialists and ensure clear ownership, timely communication and follow-through to resolution.Oversee client onboarding, practical training and adoption of relevant Ticketmaster tools and features. Ensure the team follows up on difficulties and helps clients work confidently and independently.Share client feedback, service risks and improvement opportunities with Client Development to support retention and growth. Coordinate agreed operational actions, while Client Development retains ownership of commercial agreements.
Process improvement and cross-functional coordination
Develop and maintain effective market-level workflows for Client Support and Event Management, adapting them to Belgian client needs while aligning with regional and global standards.Monitor event accuracy, delivery timeliness, support responsiveness and resolution, recurring issues, client feedback and tool adoption. Use these measures to prioritise improvements, agree corrective actions and review their effectiveness.Work with Client Development, Product Operations, Field Operations, Finance and Fan Support to coordinate service, clarify responsibilities and resolve issues that require input from multiple teams.Represent Belgium in regional forums, sharing client needs, operational insights and successful practices. Coordinate local implementation of agreed product and process changes, ensuring procedures and team training remain current.
WHAT YOU NEED TO KNOW
Languages: The ability to communicate effectively in at least one local language (French and/or Dutch) is required, in addition to fluency in English.
Proven experience leading and developing teams, ideally within operations,
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