LN Venues, Director of Fan Engagement

Live Nation Entertainment

6d

About The Position

WHO ARE WE? Live Nation Entertainment is the world’s 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 www.livenationentertainment.com. WHO ARE YOU? 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 ROLE The Director, Fan Engagement & Culture sits within the Brand Fulfillment organization and is responsible for how Live Nation’s owned and operated venues listen to, engage with, and respond to fans across digital channels. This role oversees community engagement, AI-enabled customer engagement, escalation and crisis response, social listening, and helps identify fan-driven storytelling opportunities through UGC and creators. This leader serves as the voice of the fan inside the organization - translating fan sentiment and behavior into actionable insights that inform brand, social, lifecycle, and line-of-business marketing strategies.

Requirements

• 8+ years of experience in audience engagement, community management, digital marketing, or social strategy.
• Strong understanding of fan culture, digital platforms, and evolving social trends
• Experience managing customer engagement or CX workflows, including escalations.
• Excellent communication and collaboration skills.
• Ability to operate effectively in a fast-paced, matrixed organization.

Responsibilities

• Fan Engagement & Community Strategy Lead the overall fan engagement and community management strategy across owned digital platforms.
• Define and maintain engagement best practices, tone guidelines, and response standards across our owned and operated venues.
• Ensure consistent, fan-first engagement while allowing for local nuance and market-specific needs.
• Customer Engagement, AI & Escalation Oversee AI-enabled customer engagement tools, defining response philosophy, guardrails, and escalation triggers.
• Partner with Venue Operations, Communications and to manage escalation workflows and sensitive issues.
• Support high-volume moments & customer service recovery needs with calm, coordinated engagement strategies.
• Culture, UGC & Creator Strategy Lead strategies for identifying, sourcing, and amplifying organic fan content across venues.
• Oversee creator and influencer identification, engagement, and integration into broader storytelling efforts.
• Ensure all externally sourced content aligns with brand, legal, and quality standards.
• Audience Insights & Social Listening Own social listening and fan sentiment analysis across platforms.
• Translate insights into strategic recommendations that inform brand storytelling, channel strategy, and lifecycle planning.
• Establish regular reporting and insight-sharing rhythms with cross-functional partners.
• Team Leadership Lead and develop a team of fan engagement and culture professionals.
• Foster a collaborative, inclusive, and innovative team culture.
• Serve as a central point of contact for internal stakeholders related to fan engagement and community strategy.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees