Cashless & Loyalty Solutions Manager

Job Summary:

Company: Live Nation

Department : UK & Ireland Festivals

Location: Manchester, UK with Hybrid working from London/ across the UK considered

Reports to: Head of Cashless & Loyalty Solutions

Working Hours: Full time

Job Type: Permanent

Role Description

Are you ready to play a pivotal role in delivering some of the UK’s most iconic music festivals and events? As our Cashless & Loyalty Solutions Project Manager, you will be at the heart of ensuring our festivals run smoothly and efficiently by delivering a best-in-class Cashless experience for all on-site purchases and payments.

As Cashless & Loyalty Solutions Project Manager the role will work across all Live Nation UK and Ireland festivals, in which the Live Nation Cashless system is deployed, in excess of 50+ per year, reporting to the Head of Cashless & Loyalty Solutions. The role covers all aspects of planning and managing each event project including but not limited to; Pre event planning, on site deployment and supervision, post event reconciliation, settlement, analysis and reporting.

The role proactively works with other Live Nation departments such as Sponsorship, Customer Experience, F&B, VIP, Production, Operations, Sustainability and Internal Audit.

What it’s like to work in the Team

The Cashless & Loyalty Solutions Manager will be an integral member of the team to ensure seamless delivery of our cashless and payments experience across our events to support best-in-class customer experiences across our festivals supporting event teams, concession partners, vendors and our fans.

The visitor’s festivals are more than customers, they’re our Fans. They are at the heart of everything we do. Our mission is to ‘put fans first and deliver world class experiences.’

To do this we strive to always embody our Fan First Values:

• •We Care: We genuinely care about our Fans as individuals and strive to go above and beyond their expectations. We understand what is important to our customers, stakeholders, and teams.
• •We make it relevant: We deliver the products, services and experience that are right for our fans and that enhance their experience. We focus on the task that will make a difference to the business.
• •· We communicate: We embody great communication at all times. We are polite, courteous and are fluent in our brand language. We work collaboratively and share best practice.
• •We take ownership: We take ownership, responsibility, and accountability to get the job done. We do what we say we’re going to do and work together to solve challenges and exploit opportunities.
• •We add value: We focus on the details that drive enhanced commercial performance and efficiencies. We are bold, brave and constantly self-review to ensure we’re always adding value.
• •We do what’s Right: We drive a culture of inclusivity, diversity and sustainability. We stand by our principles and work towards making our venues and festivals world leaders in accessibility, inclusivity and sustainability.

Who you are

Competencies / Skills / Knowledge / Experience

Essential

• •Proven experience managing complex projects from initiation through to delivery, including multiple concurrent workstreams and competing deadlines.
• •Experience coordinating cross-functional teams and holding stakeholders and third-party suppliers accountable for agreed deliverables.
• •Strong Excel skills.
• •Experience with EPOS and payment systems and solutions.
• •Excellent communication skills.
• •Strong attention to detail, administration, time management, planning and presentation skills.
• •Strong understanding of financial and commercial principles.
• •Able to manage pressure and conflicting deadlines.
• •Flexibility to meet the needs of the business.
• •Flexibility on working location and happy to be working at events during May to September.

Desirable

• •Experience of working in live events and/or festivals.
• •Experience In managing third party suppliers and contractors.

Behaviours

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

• •Strong work ethic with a can-do attitude.
• •Forward thinking with a positive attitude towards change.
• •Ability to multi-task and work in a challenging fast paced environment.
• •Self-starter and problem solver.
• •Deadline focused.
• •Good communicator.
• •Good organisation skills.
• •Works well in a team environment and always willing to help others.
• •Flexible in working hours to facilitate working/attending the festivals (Events occur most weekends in May to September.

What the role includes

Pre event :

• •Regular communication with stakeholders to ensure all parties are working to the same scope and deadlines on providing the relevant information for the projects.
• •Regular updates with system provider to ensure agreed development work and planning for events are on track.
• •Support with managing the integrated project plan and critical path across all assigned events; track dependencies and readiness; maintain a clear risk and issue log with mitigation plans and escalation points.
• •Manage weekly meetings per event and manage the central event tracker with key dates & parties (production, site maps, POS, Connectivity, Power & Third Parties).
• •Oversee the site requirements for each project, including accommodation.
• •Organise site visits when needed.
• •Review and agree with Head of department quotes, budgets and staff planning.
• •Oversee the management of Trader details (bank details etc).
• •Involvement in event production meetings to keep aware of changes that impact Cashless.
• •Assist with the management, development and implementation of our customer loyalty programme, QR ordering & pre-orders.
• •Support with financial reconciliation of all pre-orders.
• •Manage all cashless requirements deadlines and ensure all information is provided in time (cashless requirements for each event & on-site requirements).

During events:

• •Be accountable for overall cashless project delivery and readiness, including timely deployment, issue resolution and escalation.
• •Oversee on-site meetings with key stakeholders and be "Live Nation key contact".
• •Keeping senior management updated with progress and any potential risks.
• •Monitoring EPOS, Loyalty and payment portals during the event.
• •Oversee Revenue Protection and trader auditing.
• •Oversee Event reconciliation process.
• •On hand to assist with issues.

Post event:

• •Support with the post-event close-out plan, ensuring reconciliations, trader settlements, payments, financial reporting and outstanding issues are completed within agreed deadlines.
• •Review and approve trader settlements and payouts.
• •Assist with settlement of any profit share agreements.
• •Analysis as requested for payments and loyalty systems.

Continuous:

Review and approval project costs and invoices.

Liaison and assist finance teams to fully reconcile control accounts.

Manage post event analysis of data and costs.

Analysis and feedback on current year to propose changes for following season.

Oversee and manage customer refunds and chargebacks.

·Support in managing employee direct reports and additional support during the festival season as required.

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 enterta