Overview
Business Operations Program Manager – London, N1C 4AG, United Kingdom
The A Side: A Day in the Life
Our Direct to Fan teams support our labels and artists to unlock the possibilities that arise from having a direct relationship with fans. We oversee a suite of businesses, services and technologies with core focuses on eCommerce, first party data and artist products beyond music. We work hand-in-hand with artists and their representatives (artist management, label A&R and marketing) and organise as cross functional teams at the heart of our label groups with continual focus on improving fan experience while keep the artists’ vision central to all we do. As our business has grown in scale and complexity, we recognise the need to build a culture of continuous improvement into our processes and ultimately build ways of working are that systematic and consistent within and across teams, labels and geographies. We are creating a new role to connect the dots across the business, looking holistically across the entire direct to fan operation to think, look and speak differently to the business to see the gaps and build better ways to simplify, streamline & automate processes. This will allow us to be more efficient, more creative, enhance the teams’ collaborative capacity and ultimately better serve fans and solve more complex business challenges. Beyond Direct To Fan the role will also support on other tech driven process improvement initiatives across the company.
The role will work cross functionally within the UMG UK business with stakeholders from Labels, eCommerce, CRM, Technology and Merchandise Product.
The B Side: Skills & Experience
Be operational
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Formulate, organise, and oversee operational design of inter-connected workflows, ensuring cross-collaboration between projects & teams and that the work aligns with the overall goals & longer-term strategy of the business.
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Define & drive tool utilisation to aid in the solution of operational challenges, supporting process owners in governance & change management.
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Standardise policies, processes & methods that will enable stable growth at scale, while enabling flexibility for collaboration within the unique needs of our partners.
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Leverage data to evaluate & identify key areas for improvement, tracking KPIs at business & process-specific levels.
Be collaborative
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Educate & train teams on high/low level workflows and the impact their roles/participation in the flow has on the overall fan, label and artist experience.
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Liaise with key label & other internal partner teams to influence broader collaborative solutioning across the organization.
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Administrate and internally consult teams on key collaborative tool usage
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Identify and deliver a roadmap for the underlying technology requirements relevant to the area, working closely with our eCommerce, Technology and CRM teams
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Work closely with Finance colleagues to ensure controls and compliance requirements are embedded into business processes
Personal Specification
Necessary
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Strong project management skills, with particular emphasis on process improvement organisational capabilities and cross-team communication
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Good listener, with ability to “interview” experts on their areas of their businesses and ask questions to dig into details.
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Able to synthesise information clearly and succinctly.
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Experience in mapping complex process maps, confident in building end-to-end flow diagrams that are usable enough by a team.
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Strong communicator, with the ability to train people on new processes with both verbal and written comms.
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Collaborative, proactive and open. Aware of the nature of the role that labels play with artists and their management teams, and thus understanding that processes need to be flexible enough to move with external requirements.
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Able to build trust with individuals from varying job roles, both creative and operational and at all levels
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Highly organised.
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Innovative and creative, able to come up with new ideas personally and also able to collaborate with and interweave ideas from colleagues and wider stakeholders
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Demonstrable experience of delivering results in fast paced, highly ambiguous situations in a direct to consumer business
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Will have had hands on operational experience with an ability to think like a customer and a music fan. A passion for both music and the delivery of amazing fan experiences are critical
Desirable
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Experience working in an entertainment-related industry
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Shopify (or other relevant technology) experience not necessary but a big plus
