Live Nation is launching a new, purpose-built mid-size live music venue in Singapore with a capacity of 3,000. Designed to host international touring acts, local artists, comedy, community, corporate and private events, the venue will also feature premium hospitality spaces, concessions, merchandise kiosks, and externally facing café and bar operations.

Reporting to the General Manager, the Head of Customer Experience is responsible for overseeing all post-sales event planning, client coordination, and event advancement activities for concerts, live entertainment events, corporate functions, gala dinners, weddings, conferences, and special events held at the venue.

The role serves as the primary client liaison following contract confirmation and is responsible for coordinating all event requirements, production details, logistics, timelines, technical needs, and operational information to ensure successful event planning and seamless handover to Venue Operations for execution.

The Head of Customer Experience leads all event planning activities including event advancement, production coordination, event documentation, pre-event conferences, client servicing, onsite client management, and post-event reviews. For concerts and live entertainment events, the role remains actively involved onsite with promoters, touring parties, artists, production teams, and event organisers throughout the event lifecycle.

The role works closely with Venue Operations, Production & Technical, Security, Engineering, Ticketing, Kitchen Operators, and external stakeholders to ensure all event requirements are clearly communicated, operationally feasible, and executed in accordance with venue standards.

The Head of Customer Experience will oversee the Customer Experience (Event Planning) team and establish planning procedures, event coordination standards, communication workflows, and client servicing protocols to deliver exceptional event experiences and operational alignment across all venue activities.

ROLE & RESPONSIBILITIES:

Client & Event Planning Management

Take over client accounts from the Sales team upon signed contract confirmation and deposit receipt.
Serve as the primary point of contact for clients, promoters, event organisers, wedding planners, and corporate stakeholders throughout the planning and coordination phases.
Conduct planning meetings, site inspections, venue walkthroughs, and operational discussions with clients and event stakeholders.
Coordinate event timelines, production schedules, floor plans, seating layouts, logistics requirements, accreditation requirements, and event support services.
Advise clients on venue capabilities, operational limitations, technical requirements, safety regulations, and venue policies.
Manage all event-related communication and ensure timely follow-up on client requests, amendments, and operational changes.
Ensure all client requirements are accurately communicated and aligned with internal operational capabilities and venue standards.

Event Documentation & Internal Coordination

Prepare, update, and distribute detailed Event Orders (EOs), Banquet Event Orders (BEOs), production schedules, and operational documentation for all departments.
Ensure all event requirements, technical specifications, catering arrangements, security requirements, accreditation details, and operational instructions are accurately documented and communicated.
Coordinate internally with Venue Operations, Production & Technical, Engineering, Security, Ticketing, Housekeeping, Kitchen Operators, and other relevant departments.
Organise and lead internal event briefing meetings to ensure operational readiness and departmental alignment prior to event execution.
Ensure all departments are informed of updates, schedule revisions, event amendments, and operational changes throughout the planning process.

Concert & Live Entertainment Planning

Work closely with promoters, tour managers, production managers, artists, and entertainment clients for concerts and live entertainment events.
Coordinate artist riders, backstage requirements, dressing room allocations, accreditation requirements, hospitality arrangements, security protocols, transport logistics, and production schedules.
Liaise with touring parties and promoters on venue operational procedures, technical requirements, event logistics, and production coordination.
Remain onsite during concerts and live entertainment events as the primary client-facing liaison for promoters, artists, and touring representatives.
Manage and communicate real-time client requests, production updates, operational changes, and show-related adjustments during live events.
Coordinate closely with Venue Operations and Production teams to ensure smooth audience flow, production execution, artist experience, and overall event delivery.

Pre-Event, Event-Day & Post-Event Coordination

Organise and lead Pre-Event Conference (PEC) meetings involving clients, promoters, and internal departments to confirm event requirements, timelines, responsibilities, and operational plans.
Prepare and distribute meeting minutes, action items, revised Event Orders, and updated event documentation following planning meetings and event briefings.
Ensure all stakeholders clearly understand event deliverables, production requirements, operational flow, contingency procedures, and service expectations prior to event day.
Conduct final venue inspections and setup walkthroughs prior to event commencement to ensure agreed event requirements are in place.
For non-concert events, coordinate final handover of operational execution to the Venue Operations team following completion of pre-event briefings and setup confirmation.
Conduct post-event reviews and debrief meetings with clients and internal departments to gather feedback and identify operational improvements.
Coordinate with Finance and clients regarding final event settlements, additional charges, damage claims, and outstanding balances where required.

Financial & Commercial Coordination

Monitor event changes, additional requests, and upselling opportunities throughout the planning and coordination process.
Ensure all additional event requests, operational changes, and client variations are properly documented for billing and operational execution purposes.
Coordinate closely with Sales, Finance, and Venue Operations teams to ensure event requirements remain within contractual scope and operational feasibility.
Support revenue optimisation initiatives including premium experiences, sponsorship activations, hospitality enhancements, and event add-on services.

Leadership & Planning Standards

Develop and maintain event planning SOPs, planning templates, workflows, communication procedures, and client servicing standards.
Lead, mentor, and supervise the Event Planning team to ensure high standards of coordination, communication, and client service delivery.
Foster strong collaboration between Commercial, Event Planning, Production, and Venue Operations teams.
Lead planning debriefs and continuous improvement initiatives to enhance event coordination processes and operational alignment.
Ensure high standards of professionalism, responsiveness, accuracy, and client satisfaction across all event planning activities.

REQUIREMENTS :

Bachelor's degree in Event Management, Hospitality, Business, Venue Management, or related discipline preferred.
Minimum 7–10 years of experience in event planning, venue management, hospitality, or live entertainment environments.
Strong experience handling concerts, live entertainment events, corporate functions, gala dinners, weddings, conferences, and large-scale events.
Proven experience working with promoters, touring parties, production teams, entertainment clients, and event organisers.
Strong understanding of event production, technical coordination, venue operations, crowd flow, event logistics, and live entertainment workflows.
Excellent organisational, communication, stakeholder management, and problem-solving skills.
Strong experience managing multiple events and projects simultaneously in fast-paced environments.
Ability to manage client expectations, operational coordination, and event planning processes under pressure.
Strong attention to detail with excellent documentation, planning, and follow-up capabilities.
Proficient in MS Office (Word, Excel, PowerPoint) and familiar with event management systems and planning tools preferred.
Professional, client-focused, and highly collaborative with strong interpersonal skills.
Willingness to work evenings, weekends, and public holidays based on event schedules.

Head of Customer Experience (Events Planning)