Job Summary:
WHO ARE YOU?
Do you enjoy dance music? Do you excel at community engagement? Then you're in luck! We are looking for a highly motivated self-starter who embodies both a passion for dance culture and a love of the social media and community engagement space. Is this you? Read on...
WHO ARE WE?
Insomniac produces some of the most innovative, immersive music festivals and events in the world. Enhanced by state-of-the-art lighting, pyrotechnics and sound design, large-scale art installations, theatrical performers and next generation special effects, our events captivate the senses and inspire a unique level of fan interaction. The quality of the Headliner experience is our top priority.
Insomniac produces 10,000 concerts, club nights and festivals for seven million attendees annually across the globe. Since its inception, Insomniac's events have taken place in 13 countries across five continents. The company's premiere annual event, Electric Daisy Carnival Las Vegas, is the world's largest dance music festival and attracts more than 525,000 fans over three days. The company was founded by Pasquale Rotella and has been based in Los Angeles since it was formed in 1993.
THE ROLE
Insomniac Events is looking for a Lead Community Engagement Coordinator who has email and social media-based customer service experience to handle a high volume of customer service-related questions, comments, and requests across festivals, brands & concerts. This person will be the point person for the Headliner Experience team and needs to be comfortable with leadership and communication. This role will consist of off-hours, remote, and overnight work. The work schedule varies and will be determined by the needs of social team. This position will interact with fans on public-facing social media channels as well as our email platform, writing in the voice for each brand and staying within our various themes and values. This position reports to the Manager, Social Media. This is not a remote position and requires full time in office.
RESPONSIBILITIES
Monitor various email inboxes, direct messages, and all direct customer inquiries regarding festival questions, ticketing issues, lost and found, prohibited items, etc.
Constantly monitor comments for issues and questions
Engage with Headliners, leaving positive comments to balance out questions and complaints
Use appropriate brand voice to interact with fans and customers
Ensure that your team of Community Engagement Coordinators is hitting all KPIs
Collaborate with the Manager, Social Media to evolve processes and actively solve any issues
Prepare customer sentiment data reports to provide actionable insights for internal stakeholders
Lead the recruitment, hiring, onboarding, and training of new team members, ensuring seamless integration for both full-time and seasonal staff
Partner in crafting and refining festival website copy to ensure the accuracy of information
Act as the liaison between Social Media and Marketing teams, Operation and Production teams to actively address and solve issues, comments, and complaints
Leave no public-facing question or issue unanswered
Monitor platforms for safety issues and concerns while possessing awareness when to escalate concerns to proper stakeholders
Additional tasks to be determined in real time by Social Media, Operations, and Production teams
Support in recruiting, hiring, training of various team members
Other special projects and tasks assigned as needed
QUALIFICATIONS
Bachelors degree or 3+ years of relevant experience in customer service
An in-depth understanding of electronic music, festival culture, and the live music space
In-tune with local music scene, venues, and nightclubs
Organized self-starter with meticulous attention to detail
Knowledge of Facebook, Twitter, Instagram, Instagram Stories, YouTube, TikTok and other live streaming apps and social media platforms
Experience in social media management/monitoring tools such as: HootSuite and Sprinklr
Proficient in grammar, copywriting and asset selection
Must have basic knowledge of Adobe Photoshop, GIF creation, and other content creation apps
Experience working on-site at concerts, music festivals, or other large-scale events
Ability to work overnight, off-hours, and react appropriately to time-sensitive situations
WORK ENVIRONMENT
Must be able to tolerate loud noise levels & busy environments
May work in drastic temperature climates
Must be willing to frequently travel to work events during holidays, evening and weekend hours, as required, to meet deadlines
Applicants for employment in the U.S. must possess work authorization, which does not require sponsorship by Insomniac for a visa.
EQUAL EMPLOYMENT OPPORTUNITYInsomniac strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
Hourly Pay Range: $20.00 - $25.00 USD
HIRING PRACTICES
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Insomniac recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Insomniac may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.
About Us
Recognized three years in a row by Great Place to WorkR and named one of People Magazine's top 50 Companies that Care, Live Nation Entertainment is the global leader in live entertainment and ticketing. Our world-class portfolio reaches all aspects of the live event and ticketing industry, from ground-breaking software in Ticketmaster, mix of legendary venues and restaurants in House of Blues, production leaders in Concerts, exceptional brand partnerships in Media & Sponsorship, and unparalleled team of artist managers in Artist Nation supported by diverse professionals in all facets of Corporate operations.
We recognize that our most important assets are our employees, the rock stars who keep the live experience going. Generous vacation, healthcare, and retirement benefits are just some of the great perks we offer to support our global workforce of more than 38,000. For any stage in your career, our many unique benefit programs are designed to help you live life to the fullest. We offer student loan repayment to support recent grads, six months of paid caregiver leave to support new parents, perks like Roadie Babies (bring your little ones & a caretaker along with you on work trips) and Music @ Home (stipend to cultivate your little ones' music interest), and tuition reimbursement to fuel your ongoing professional development. Plus, working for the world's largest live event and ticketing company means you'll have access to free concerts, festivals, sports games, and more through our exclusive employee ticket concierge.
There is no bigger stage for your career. See what your future looks like at Live Nation Entertainment.
