C3 Presents - Digital Guest Experience Associate Manager

## C3 Presents - Digital Guest Experience Associate ManagerJob Summary : Live Nation Entertainment is the worlds 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 620 million tickets sold annually and approximately 10,000 clients worldwide. Live Nation Concerts is the largest provider of live entertainment in the world promoting more than 50,000 events annually for nearly 7,000 artists in 40+ countries. These businesses allow Live Nation Media & Sponsorship to create strategic music marketing programs that connect more than 1,200 sponsors with the 145 million fans that attend Live Nation Entertainment events each year. For additional information, visit .C3 Presents creates music festival experiences for millions of fans across the globe, setting the new standard each year for events that are as memorable as they are spectacular, including Austin City Limits Music Festival in Texas, Lollapalooza in Chicago (and seven other countries), and Bonnaroo in Manchester, Tennessee.Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on!

• THE JOB
• The Digital Guest Services Associate Manager is the first point of contact for patrons engaging with C3 Presents North American festivals and events through digital channels. This role ensures every guest interaction reflects professionalism, empathy, and brand voice while maintaining accurate, accessible information across the Zendesk Help Center.In addition to managing daily customer correspondence, this position collaborates with internal departments (Marketing, Operations, Legal, and Event Staff) to source, validate, and publish approved messaging, policies, and procedures. The Associate Manager plays a critical role in shaping the digital customer journey and ensuring that festival guests feel supported, informed, and valued.
• WHAT THIS ROLE WILL DO
• ###
• Guest Communications
• Serve as the primary digital point of contact for patrons via Zendesk, ensuring responses are clear, empathetic, and aligned with C3 brand standards
• Manage guest correspondence through dedicated Guest Services email accounts and Zendesk workflows
• Handle communications with contest winners and other promotional initiatives in partnership with Marketing
• Collaborate with marketing and social leads to ensure consumer support during key marketing milestones are represented across social platforms###
• Knowledge Base & Messaging
• Own and maintain the Zendesk Help Center by creating, updating, and publishing FAQs and knowledge articles.
• Collaborate with Marketing, Operations, and Legal teams to validate and approve guest-facing content.
• Draft and edit guest communications that translate complex policies and event details into clear, accessible messaging.
• Project-manage information-based landing pages mailed inserts and guides to prepare patrons for festival attendance.###
• Onsite Support
• Travel to select festivals and events to support Guest Services teams.
• Provide timely and accurate onsite messaging to ensure consistent information delivery to patrons
• Interface with PR, Festival Management and Marketing teams for any festival updates###
• Information Systems & Reporting
• Support Guest Services Production team with Asana administration, tracking internal workflows and deliverables.
• Implement systems to track and report on guest communications, FAQ usage, and response metrics.
• Provide insights and recommendations based on data to improve digital guest experience.
• Track trends throughout the year in relation to marketing milestones
• Other
• Other duties and projects as assigned
• WHAT THIS PERSON WILL BRING
• Bachelors degree, or 2+ years of experience in customer service, communications or similar role
• Proficiency in Zendesk (required), Google Workspace, Asana, Slack, and MS Office Suite.
• Exceptional written and verbal communication skills with proven copywriting and editing ability.
• Demonstrated ability to handle sensitive guest interactions with empathy, discernment, and professionalism.
• Exceptional attention to detail
• Demonstrates strong problem-solving skills and the ability to stay calm and resourceful in high-stress environments
• Superior organizational skills with the ability to prioritize and multi-task in a fast-paced environment
• Ability to meet deadlines and be punctual
• Self-starter with strong follow-through and ability to meet deadlines consistently.
• Ability to collaborate and manage communications with multiple departments, partners, guests and vendors in a professional and personable manner
• Ability to maintain confidentiality and exercise sound judgment.
• Flexibility in work hours and availability, especially during major projects
• Ability to travel to various festivals and events
• C3 CORE COMPETENCIES
• Demonstrate integrity in the way you operate in day-to-day business and the way you deal with people
• Communicate effectively with various audiences by organizing and delivering information appropriately and listening actively to others
• Proactively seek solutions to problems. Be enthusiastic and energetic in your approach to your job. Commit to putting in extra effort with a positive attitude.
• Be flexible in handling change, able to juggle multiple demands, and adaptable to new situations with fresh ideas or innovative approaches
• Stay composed, confident, optimistic, and in problem-solving mode when the going gets tough
• Possess the skills needed to perform your job well, paying close attention to detail, accuracy, and completeness
• BENEFITS & PERKS
• Our motto is Taking Care of Our Own through 6 pillars of benefits :
• HEALTH
• : Medical, vision, dental and mental health benefits for you and your family, with access to a health care concierge, and Flexible or Health Savings Accounts (FSA or HSA)
• YOURSELF
• : Free concert tickets, generous paid time off including paid holidays, sick time, and personal days
• WEALTH
• : 401(k) program with company match, stock reimbursement program
• FAMILY
• : New parent programs including caregiver leave and baby bonuses, plus fertility, adoption, foster, or surrogacy support
• CAREER
• : Career and skill development programs with School of Live, tuition reimbursement, and student loan repayment
• OTHERS
• : Volunteer time off, crowdfunding match
• EQUAL EMPLOYMENT OPPORTUNITY
• We aspire to build teams that reflect and support the fans and artists we serve. Every day we aim to promote environments where everyone can be themselves, contribute fully, and thrive within our company and at our events. 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.Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, intersectionality, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.We

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