About LEGENDS & ASM GLOBAL

Two powerhouse companies have joined forces to redefine excellence in sports, entertainment, and live events. Together, we combine unmatched expertise with a global reach, offering end-to-end solutions – from venue development and event booking to revenue strategy and hospitality.

Legends brings a 360-degree, data-driven approach across Global Partnerships, Hospitality, Merchandise, and Attractions, working with top-tier clients to deliver exceptional experiences.

ASM Global, the world leader in venue management and live event production, oversees 350+ iconic venues, stadiums, arenas, convention centres and theatres.

Our organisation is committed to building an inclusive, innovative environment where differences drive solutions that benefit our team members, guests, and partners. Guided by our values of respect, integrity, and accountability, we create a workplace where everyone can succeed. Are you ready to be part of the team that is transforming live entertainment? Join us to make legends happen!

About the Role

As our Guest Experience Manager, you will ensure that our guests have an unforgettable experience at our venue through inbound, on-the-day, and post-support. You will play a crucial part in our organisation and will be responsible for building strong relationships with our customers.

Working with our ASM venues business functions and venue team, you will review and develop a full strategy for how we approach guest experience for all our guests, from promoters, artists, premium and GA guests.

This is a fantastic opportunity for someone passionate about guest experiences, and given it is a brand new role, you have a unique opportunity to add value from day one and showcase what good looks like to not only your venue, but the wider ASM + Legends European business.

What we can offer

Hosting events is what we do best, and we want our People to experience that too- enjoy access to discounted tickets to unleash your superfan for all your favourites.

You will work hard at ASM, but you will be rewarded with lots of time to relax and rest with 25 days of annual leave

We understand that you have a life outside of work and want to ensure that your loved ones will always be taken care of whilst you’re contributing to our success with our Life Assurance policy.

A healthy contribution of % Pension so that your golden years are spent ticking off the items on your bucket list.

Got a dental bill? Need to book a counselling session? Or even help with Physio costs? With the support of Healthshield, ASM will support with these unexpected costs. For you and any children.

We understand that from time to time you might need a bit of support to get you back to feeling your best, so we have teamed up with AXA Health to provide our people with an Employee Assistance Programme (EAP) to support mental health in the workplace.

We are visionaries: both physically and metaphorically! When you join ASM you will be entitled to eye care vouchers and a contribution towards any glasses you require.

Pedal your way to a greener, healthier commute—join our Cycle to Work scheme and turn every ride into a win for you and the planet

Great people know great people! Refer a friend through our Employee Referral Scheme and get rewarded for helping us build an amazing team

Key Responsibilities:

• Management of the fan guest experience channels, including accessibility and customer service correspondence.
• Lead in managing the daily communication through our customer services inbox, resolving guest complaints quickly and effectively.
• Managing guest information flow and implementing change where necessary, including on event pages on our website, ticketing app and throughout the customer journey from purchase to end of event.
• Supporting the SOP’s for our fan experience leads – including Guest Services and customer-facing roles such as ticketing, casuals, showsec and F&B team from hiring to event delivery.
• Working events to ensure changes are being implemented.
• Collate post-event feedback/analysis where necessary and report back on trends for improved guest experience.
• Support where needed with any VIP visitors, venue hospitality or events when required.
• Constantly strive to implement new strategies regarding guest experience to increase efficiency.
• Managing and coaching the customer services department, creating systems to help respond efficiently and effectively to correspondence.
• Leading on projects to improve Guest Experience with internal departments and external partners (AXS, Attitude is Everything, Sustainability)
• Be the organisation lead for our Attitude is Everything relationship. Working with our ticketing team we aim to be industry leaders in this space.

We are looking for someone with:

• Experience of work in a Guest/Customer Experience role at management level – Essential
• Strong working knowledge of Customer Service gained from a fast-paced Retail/Hospitality or Events business – Essential
• Strong interpersonal skills and the ability to build strong, lasting business relationships with stakeholders at all levels – Essential
• IT and System Literate – Essential

Recruitment Process Outlined:

• 1^st Stage- Intro call with Talent Team
• 2^nd Stage- F2F Interview with Head of Sales & Hospitality

Inclusive Workplace

At ASM Global, we are committed to leading the entertainment industry towards a greener, faster, and more innovative digital future. There’s never been a better time to join our team. We aim to be an inclusive organisation, trusted and admired by our colleagues, customers, and suppliers. Join us and make a significant impact from day one.

We are committed to active inclusion, diversity, and equal opportunities. This commitment begins with our recruitment and selection process. We welcome discussions about flexible working arrangements.

If you need reasonable adjustments at any stage of our recruitment process, please let us know in your application. We are dedicated to providing a fair and transparent assessment process and will do our utmost to accommodate your needs.

If you are interested in applying, we encourage you to submit your application as soon as possible to ensure it is considered. We will continue to review applications on a rolling basis and may close the advert before the closing date.