Director, Customer Communications and Escalation

Job Summary:

Company: Live Nation

Division: Live Nation UK and Ireland

Location:  Farringdon, London

Reports to: COO Live Nation UK and Ireland

Working Hours: Full time

Contract Type: Permanent

Role Description

As Director, Customer Communications and Escalation, you will play a central role in delivering and managing customer communications that reflect Live Nation’s values and strategic direction. As a key part of this you will be responsible for all escalated customer complaints and for managing any associated reputational risks. You will report to the COO Live Nation UK and Ireland and work closely with stakeholders across Live Nation UK and Ireland businesses.

We are seeking a strategic and collaborative leader who will shape and execute the strategy for all customer communications for Live Nation UK and Ireland. You will play a critical role in optimising how we communicate with customers, using technology and innovative approaches to enhance the customer experience. You will resolve complex issues acting as a point of contact to de-escalate tensions, find solutions and ensure customer satisfaction.

You will oversee all customer engagement and create a scalable, strategic communications framework that is aligned with our overarching business and brand objectives. This will involve working collaboratively with various internal stakeholders and teams, particularly legal, corporate communications and accessibility, to govern quality and effectiveness of customer responses.

What we can offer you

Live Nation offers impressive employee benefits including tickets to shows and festivals and unlimited annual leave. The Farmiloe Building in Farringdon, London is a beautiful office to work in. Staff can enjoy use of arcade games in the basement games room, onsite gym equipment plus fitness and meditation classes. In addition to this, the office has a fully stocked complimentary coffee bar with barista to serve you your favourite coffee as you walk into the office and offers heavily subsidised lunch options. We hold regular staff events in our atrium stage space including hosting speakers and open mic nights to showcase Live Nation employee talent.

Who you are

Competencies / Skills / Knowledge / Experience

• Extensive experience: Gained in a solid career in communications, or customer service writing, with a strong focus on external-facing messaging and customer engagement.
• Leadership expertise: Proven leadership experience, fostering a culture of accountability and excellence.
• Reputational driven leader: Coordinate cross functional resolution with a constant eye on business risk.
• Collaboration and cross-functional experience: Skilled in working with internal teams, including legal, corporate communications and accessibility, to ensure communications are accurate, aligned, and impactful.
• Outstanding communication skills: Exceptional writing, editing and analysis with a focus on clarity, brand consistency, and customer-centric messaging.
• Working knowledge of Zendesk or similar complaint management platform.

Behaviours

The following attributes determine how the role will be carried out and are required to be a success

• Collaborative leadership: You will facilitate teamwork between departments and teams to ensure all customer responses are aligned, accurate and legally compliant.
• Strategic and collaborative worker: You will be able to think ahead and work across different businesses to shape the future of customer communications.
• Empathy and emotional intelligence: You will handle customer interactions with patience and care.
• Problem-solving and critical thinking: You will analyse issues and find effective solutions.
• Time management: You will ensure issues are resolved within appropriate timeframes.
• Proactive and organised: You can manage multiple projects, prioritise tasks, and work efficiently in a fast-paced environment.
• Strong analytical thinker: You will assess customer sentiment, content performance, and make strategic decisions based on insights.
• Passionate about live entertainment and aligned with Live Nation’s values.

What the role includes

• Problem solving: You will investigate and resolve complex customer issues that have been escalated beyond the initial customer support level.
• De-escalation: You will manage customers who have complained by finding effective solutions and dealing with their complaint in an appropriate manner.
• Root cause analysis: You will identify the underlying reason for the problem and find a long-term solution.
• Communication: You will keep customers informed with clear, concise and professional language throughout the resolution process.
• Collaboration: You will work with other teams internally (business, legal, corporate communications and accessibility) to gather information and suggest solutions.
• Process management: You will implement a structured escalation process including defined timelines and responsibilities.
• Govern communication standards: You will establish and enforce governance processes to ensure consistency, accuracy, and compliance with Live Nation’s brand guidelines and tone of voice.
• Develop and execute strategy: You will lead the creation and implementation of a customer communications strategy that proactively addresses customer needs, delivering clear, concise information – including escalation process. Working closely with legal, corporate communications, and accessibility.

Equal Opportunities

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 identity, race, sexual orientation, religion, age, disability status or caring responsibilities.

The Company

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 www.livenationentertainment.com

APPLICATION DEADLINE: Monday 3rd November 2025. We reserve the right to close applications at any time so encourage early application where possible.

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