Jobs in London - Global Manager, Client Services - 12 Month Fixed Term Contract • Central London

Company: Universal Music

Central London

Music is Universal It’s the passionate and dedicated team at Universal Music who help make us the world’s leading music company. From A&R to finance, legal to digital, sales to marketing, Universal Music is the place to grow and develop your career within a truly commercial and innovative business that leads in everything it does.Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy, or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD, and other forms of neurocognitive variation.We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email UniversalMusicCareers@umusic.com.The A Side: A Day in The LifeWe 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 applicationsEnhance our artist and label onboarding process with compelling presentations, demo’s and end-to-end service directory collateralRefine 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 & ExperienceBe OrganizedYou 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 timesBe AnalyticalYou will constantly stay up to date on the latest Zendesk service/functionality offerings with a view to enhancing client service offeringYou 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 needsBe CollaborativeWork 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 ZendeskYou 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 stakeholdersContribute towards a positive culture and working environmentYou 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 InnovativeTake initiative on ad hoc requests and see them through to completionBuild support for ideas and see them through to implementationWith the support of management, undertaking training to upskill in any highlighted areas to aid with growth and opportunityYou 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 ZendeskPerson SpecificationAbility 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.BenefitsGroup Personal Pension Scheme (between 3% and 9%)Private Medical Insurance25 paid days of annual leaveInterest Free Season Ticket LoanHoliday Purchase schemeDental and Travel Insurance optionsCycle to Work SchemeSalary Sacrifice CarsSubsidised Gym MembershipEmployee Discounts (Reward Gateway)Just So You Know…The company presents this job description as a guide to the major areas and duties for which the jobholder is accountable. However, the business operates in an environment that demands change and the jobholder's specific responsibilities and activities will vary and develop. Therefore, the job description should be seen as indicative and not as a permanent, definitive, and exhaustive statement.Job Category:Business Strategy & Operations