Overview

 Senior Manager, eCommerce Fan Services – Philadelphia, 19109, United States of America 

Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers eCommerce for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within Famehouse and with our partners. We are passionate about the impact of eCommerce for artists, providing a full service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more.

How We LEAD:

Famehouse is seeking a Sr. Manager, eCommerce Fan Services. This person will be responsible for ensuring the effective day-to-day execution of customer service operations while acting as a key liaison between client/artist teams, internal teams, vendors, and international partners. This role focuses on operational excellence, clear communication, and delivering a consistent, high-quality customer experience.

How You’ll CREATE:

  • Ticket Handling & Operations

    • Ensure customer inquiries are handled accurately and within established service-level expectations.

    • Partner with the Vendor Manager to support appropriate staffing levels, particularly during peak periods.

    • Drive consistent adoption of customer service policies across agent teams.

    • Communicate policy updates and operational changes clearly and efficiently to agents.

  • Stakeholder Communication and Management

    • Lead weekly check-ins with key stakeholders to review customer service performance and trends.

    • Partner with client management to review and create polices and customer communication as needed

  • International Coordination

    • Collaborate with international customer service teams to resolve escalated issues and align on policies.

    • Support a globally consistent and cohesive customer experience across regions.

  • Reporting & Insights

    • Compile and distribute weekly customer service performance and status reports to stakeholders.

    • Proactively share customer insights, recurring issues, and operational risks to inform decision-making.

    • Support the development of customer service presentations and ad hoc reporting as needed.

Bring Your VIBE:

  • Strong verbal and written communication skills.

  • Exceptional leadership skills with the ability to coach and drive results

  • Ability to recognize situations that need to be escalated

  • Independent thinker; able to make meaningful decisions based on each situation.

  • Excellent follow-up skills and 100% follow through on commitments.

  • Result and action-oriented, resourceful and efficient

  • Strong work ethic, highly motivated, upbeat personality, team player.

  • Ability to analyze and report on trends and issues.

  • Strong computer skills; Microsoft Office, Internet search skills.

  • Bachelors Degree in business or related field preferred

  • 3+ years management experience

  • 5+ years customer service experience

  • As support runs 7 days a week, please note that weekend and off hours coverage may be required in line with business needs

 

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