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Content Specialist

Company: LIVE NATION ENTERTAINMENT INC
Location: Charleston
Posted on: June 20, 2022

Job Description:

Job Summary:

THE JOB

This role will be responsible for content alignment and content creation across our Global Fan Experience teams. This is not a Marketing role and will not involve Marketing in any way. This role will focus on how we communicate with fans across all Fan Experience touch points- proactively/reactively updating content for both our internal Agent Knowledge base and external Fan Facing FAQ's, as well as agent scripting for Chat, Email, FAQ's and other Fan touchpoints.

To accomplish this, you will use your prior experience in creating content/verbiage in order to ensure a consistent Tone of Voice while delivering our message to fans across 27 markets.

You will need to have a very keen eye for detail, a passion for delivering and enforcing a Tone of Voice across the business and be capable of working with multiple stakeholders across different markets.

This role is a critical part of the Fan Experience team as we move towards a global, digital first, agile Contact Centre environment.

WHAT YOU WILL BE DOING

* Create, edit, and proofread Fan communications (external FAQ's and internal Agent Knowledgebases) as well as email/chat/SMS/other fan facing communications as necessary.
* Be the Subject Matter Expert for Ticketmaster Tone of Voice across all FX Markets- providing support and guidance where necessary
* Regularly check fan facing help centres and content to ensure compliance with Tone of Voice and FX content best practices.
* Lead on content and tone of voice across the chatbots and scripting for chat, emails, SMS, etc. in all FX markets ensuring consistency and effectiveness.
* Work closely with local FX colleagues concerning their respective market content.
* Identify new opportunities for content creation such as an emerging social media platform (such as video, infographics and/or decision trees).
* Work with external teams such as Client Development or Communications to ensure an aligned approach to any challenges.
* Work with team to optimize Fan facing help centres to ensure they are fit for purpose, easy to navigate, intuitive, and optimized for SEO.

WHAT YOU NEED TO KNOW (or TECHNICAL SKILLS)

* Proven experience as a content creator (i.e. copywriter)
* Strong communication and organization skills, detail-oriented and self-motivated.
* Proficient at Microsoft Word, Excel, PowerPoint and Outlook.
* Ability to work in a fast-paced environment with frequent deadlines.
* Ability to maintain good working relationships with co-workers, clients, customers, and management.
* Effective presentation and facilitation skills
* Collaborative work style with ability to solicit input, influence, and support decisions
* Positive attitude, willing to learn
* Exceptional attention to detail
* Demonstrable proofreading and editing ability

YOU (BEHAVIOURAL SKILLS)

* Motivated Learner - An individual motivated by new challenges and opportunities. One who is always willing to take on more responsibility and not shy away from areas where learning is required. A leader who can take on areas of great opportunity and drive the change required for improved results.
* Collaborate with others; share information openly; listen and take time to empathize and understand where others are coming from; show recognition and appreciation for the contributions of others.
* Demonstrated ability in leading on Content.
* Motivation to improve and guide operational and technical change that will improve fan experience and satisfaction.
* Results driven, energetic, creative, and hardworking, with a commitment to the highest quality of care and service

Keywords: LIVE NATION ENTERTAINMENT INC, Charleston , Content Specialist, Other , Charleston, West Virginia

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