Overview
Global Manager, Client Services – 12 Month Fixed Term Contract – London, N1C 4AG, United Kingdom
The A Side: A Day in The Life
We are UMG, the Universal Music Group, the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
We are looking for two Global Managers to join our Client Services team, of which one will preferably be German speaking. Global Client Services (“GCS”) are a centralised team, providing unified frontline service for all external enquiries across UMG’s broad application landscape through using a variety of communication tools.
In addition to enquiry management, this client-centric team will:
- Be able to demonstrate and troubleshoot all external-facing UMG applications
- Enhance our artist and label onboarding process with compelling presentations, demo’s and end-to-end service directory collateral
- Refine UMG processes and controls by leveraging enquiry data to drive process improvement (what is the data telling us?)
The role of Global Manager Client Services will provide operational support to international stakeholders and frontline support for UK enquiries. In addition, partner with the Leadership team in managing projects and expanding the Client Service offering worldwide.
The B Side: Skills & Experience
Be Organized
- You will be responsible for understanding and efficiently navigating all business applications and any additional systems and applications required to (i) gather all pertinent data related to client enquiries, and, importantly, (ii) provide clients with in-person and remote application demonstrations and walk-throughs.
- Under the direction of Leadership, you will serve as a primary liaison between Global Client Services, global OPCOs, GRRO business units, involved IT teams, and 3rd-party development partners.
- As new service opportunities are identified, you will be asked to learn new business procedures, system applications, and support software as part of first-tier client support.
- You will be responsible for ensuring the service level agreement (SLA) standards are met for all clients at all times
Be Analytical
- You will constantly stay up to date on the latest Zendesk service/functionality offerings with a view to enhancing client service offering
- You will be responsible for understanding and efficiently navigating all UMG business procedures, as they relate to client enquiries.
- You will identify new external Help Centre article needs and suggest internal support articles based on client support interactions and you will be responsible for ensuring that internal and external Help Centre content is kept up-to-date and fully satisfies client needs
Be Collaborative
- Work alongside a team of Client Services Managers who work across all aspects of enquiry management, both internally and externally facing, and in accordance with GCS Service Level Agreements across the business (operating companies and within GRRO)
- Alongside fellow Client Services Managers, manage the day-to-day relationship with global operating companies (OPCOs), their teams and stakeholders within GRRO, providing reporting and guidance around UMG global service initiatives, and also new features and enhancements from tools such as Zendesk
- You will be supporting client/stakeholder needs as we grow as a unit. This will include an ongoing analysis of the underlying data to assess how we improve and evolve as a team.
- Provide support on multiple project items to deadlines and provide regular status updates to leadership and stakeholders
- Contribute towards a positive culture and working environment
- You will build and maintain effective working relationships throughout the GRRO and Royalty Community:
- Develop and build relationships with global stakeholders via effective communication & reporting tailored to your audience
- Actively support overall client GCS vision and strategy for key stakeholders, identify key business needs, make suggestions as to modules, products, ticket channels, and functionality to use; fully document these requirements.
Be Innovative
- Take initiative on ad hoc requests and see them through to completion
- Build support for ideas and see them through to implementation
- With the support of management, undertaking training to upskill in any highlighted areas to aid with growth and opportunity
- You will be responsible for learning, understanding, and executing all client service support software in order to support all first-tier enquiries as well as provide a comprehensive package to 2nd tier support teams, and timely client communication regardless of tier-level support.
- You will be responsible for identifying areas for improvement (be it process, technology, or personnel-driven) within GCS’ overarching operation, advocating for meaningful improvement, and affecting change in collaboration with management.
- Identify opportunities to create a more seamless end-user experience on customer-facing Help Centre pages, including constant iteration of design and functionality via monitoring of reporting outputs from UMG royalty portals and Zendesk
Person Specification
- Ability to work well in a team and collaborate with others.
- Strong relationship and customer service skills to liaise properly with internal and external clients and customers.
- Strong understanding of customer support processes and tools ecosystem; Zendesk (Support and Guide) experience required.
- Excellent written and verbal communication skills.
- Excellent presentation skills.
- Excellent and proven problem-solving and follow-through skills, open to learn and be flexible.
- Ability to multi-task and work in a high-paced environment within a diverse team.
- Experience with working within a project framework.
- Proven track record in client/customer services or partner relationship management.
- Proven experience in great problem-solving success.
Benefits
- Group Personal Pension Scheme (between 3% and 9%)
- Private Medical Insurance
- 25 paid days of annual leave
- Interest Free Season Ticket Loan
- Holiday Purchase scheme
- Dental and Travel Insurance options
- Cycle to Work Scheme
- Salary Sacrifice Cars
- Subsidised Gym MembershipEmployee Discounts (Reward Gateway)