Senior Manager Customer Support

UMG eCommerce & Label Services is seeking an enthusiastic, detail-oriented Sr. Manager to join our

eCommerce Fan Services and Customer Support team, working within the Merchandise and E-CommerceDepartment in our headquarters in Philadelphia. The Sr. Manager will work with other areas of theeCommerce Operations division to ensure the voice of the customer is clearly and consistently front of mindwith artist and label engagement planning.

Responsibilities

-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 KPI's and providing feedback and continued coaching

-Ensure on-time and correct proactive messaging regarding order status an product changes by partnering with cross-functional eCommerce teams

-Collaborate with Fan Services Management team to track ands analyze fan issues

-Research and implement tools to enhance and improve 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 the 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 in a timely manner

-Uphold the policies of the eCommerce and Merchandising department as stated in the UMG Customer Care Help Center

Qualifications

-Strong communication skills, both verbal and written

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

-Ability to recognize situations that need to be corrected/and or 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

-5+ years Customer Support Management experience