LN Media & Sponsorship || HR Business Partner
$180,000–$260,000 year
On-site · London, England, United Kingdom
London, England, United KingdomOn-siteFull Time$180,000–$260,000 yearSenior LevelNot SpecifiedUnknown
Type
Full Time
Level
Senior Level
Education
Not Specified
Company size
Unknown
Job Summary
Head of Customer Experience at Live Nation UK & Ireland, responsible for setting and executing a centralized, high-impact customer service strategy across venues, festivals, and touring events. Acts as a senior, cross-functional thought leader, collaborating with Ticketmaster, STAR, PR, Legal, and Health & Safety teams to deliver a consistent, fan-first customer journey and to manage major escalations in high-pressure situations.
Required Qualifications
- Significant experience in leading customer service strategy in high-volume, high-profile environments (ideally live events, entertainment, or hospitality)
- Proven ability to lead through influence with credibility and confidence at all levels of the business
- Strong understanding of customer service operations, escalation management, and crisis communications
- Experience working with ticketing platforms and third-party service providers
- Excellent written and verbal communication and stakeholder management skills
- Experience working with PR, Communications, Legal, and Health & Safety teams
- Exceptional written and verbal communication standards
- Expertise in stakeholder relations and cross-department coordination
- Technically proficient with CRM systems and tools, with Zendesk expertise (strongly preferred)
Desired Qualifications
- Zendesk super-user or advanced CRM proficiency (preferred)
- Experience leading customer service strategy in high-volume, high-profile environments (live events, entertainment, or hospitality)
- Ability to influence and lead across multiple levels of the business without direct authority
- Experience with crisis communications and escalation management
- Experience working with ticketing platforms and third-party service providers
- Familiarity with The Society of Ticket Agents and Retailers (STAR) dispute resolution practices (preferred)
- Excellent written and verbal communication skills
- Strong stakeholder management and cross-functional collaboration
- Experience working with PR, Legal, Health & Safety teams
- Proactive problem-solving and data-driven decision making
- Ability to monitor customer contact trends and drive continuous improvement
- Expertise in customer journey mapping and service design
- Experience leading cross-functional teams across venues, festivals, and touring shows
- Knowledge of CRM tools and best practices in customer service automation
- Ability to represent the business in external industry conversations
- Customer-centric mindset with a strategic, long-term view
Additional Requirements
- Travel within UK required
- Work authorization/visa status not specified
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