We are UMG, the Universal Music Group. We are the world\xe2\x80\x99s 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.
How we LEAD:
UMG eCommerce & Label Services is seeking an enthusiastic, detail-oriented Manager to join our eCommerce Fan Services and Customer Support team, working within the Merchandise and E-Commerce Department in our headquarters in Philadelphia. The Manager will work with other areas of the eCommerce Operations division to ensure the voice of the customer is clearly and consistently front of mind with artist and label engagement planning.
How you\xe2\x80\x99ll CREATE:
Manage team of cross-functional support coordinators to ensure fan to label feedback loop is consistently monitored and maintained
Oversee team performance by consistently reviewing key metrics and KPIs as outlined by the business and providing feedback and continued coaching
Ensure on-time and correct proactive consumer messaging regarding order status or product changes by partnering with cross-functional eCommerce teams
Collaborate with Fan Services management team to track and analyze escalated fan issues \xe2\x80\xa2 Research and implement tools to enhance and improve team workflows
Manage relationship with current third-party vendors to ensure tools are working to properly fit business needs
Work to continually improve on overall tone and voice guidelines for communicating with fans to ensure highest quality of support
Provide general oversight of department projects and policy updates as needed
Streamline fan issues and follow up process to ensure fans are satisfactorily responded to in a timely manner
Uphold the policies of the E-Commerce and Merchandising department as stated in the UMG Customer Care Help Center.
Bring your VIBE:
Strong communication skills, both verbal and written. \xe2\x80\xa2 Exceptional leadership skills with the ability to coach and drive results
Strong performance management skillset
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.
Bachelor\xe2\x80\x99s degree in business or related field preferred
3+ years management experience
4+ years customer service experience
Perks Playlist:
Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
Comprehensive medical, dental, vision, and FSA options, as well as:
100% coverage for out-patient mental health services
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
A lifetime fertility support allowance of $30,000 to plan participants
Student Loan Repayment Assistance and Tuition Reimbursement
100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation
Variety of ways to prioritize much-needed time away from work including:
Flexible Paid Time Off (PTO) for exempt employees
3-weeks PTO for non-exempt employees
2-weeks paid Winter Break
10 Company Holidays (including Juneteenth and Wellbeing Day)
Summer Fridays (between Memorial Day and Labor Day)
Generous paid parental leave for every type of parent
Check out our full overview of benefits on the of the career site.
Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.
Universal Music Group is an Equal Opportunity Employer
We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.
For more information, please click on the following links.
E-Verify Participation Poster:
E-Verify Right to Work Poster: |
Job Category: eCommerce
Salary Range: $54,000 - $138,270
The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. All candidates are encouraged to apply.
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