Fan Experience Customer Service Lead

Music is Universal

Its the passionate and dedicated team at Universal Music who help make us the worlds 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

The A Side: A Day in The Life

UMUK value eCommerce as a key foundational channel to connect artists and fans. We are seeking an experienced Senior Fan Experience lead to spearhead our customer service strategy. This is a newly created role that will be pivotal in helping to shape and deliver our future facing eCommerce growth strategy and help us achieve our goal of delivering a firstclass customer experience to our fans.

Working as part of our eCommerce team you will lead our Customer Service strategy and team and ultimately be responsible for overseeing the successful of highquality service through all customer interactions across our 250 of Ecommerce stores to ensure bestinclass customer experience is executed for our artists fans.

You will use your experience to develop a omnichannel approach which puts the fan at the centre of all interactions and uses best in class omnichannel tools to drive down customer contact and increase efficiency for the team.

The B Side: Skills & Experience

Role and Responsibilities

The Senior Fan Experience Manager is responsible for:

Being a role model for customer service and operational excellence in the eComm business. You will delight our fans through continually raising the bar on product availability customer services and delivery and returns experience.

Customer Service

• Be the voice of the fan in our business. Deliver and instil a customer first mindset into the Customer Service and wider UMUK teams.

• Develop the customer service strategy to deliver a great customer experience.

• Set and develop our roadmap and customer experience vision to create excellent customer experiences through email phone chat and social media and deliver an omni channel approach to customer support.

• Oversee and implement our eCommerce customer service strategy ensuring we deal with customer queries in line with UMUKs core KPIs and SLAs delivering a high level high level of customer satisfaction.

• Continuously build brand loyalty and retain customers by reducing aim to reduce difficult experiences for consumers.

• Work with UMUKs tech teams to input on our customer service technology road map that will help improve the customer experience and reduce contacts by proactively communicating the wants and needs of the customers.

• Develop successful open order tracking management and issue resolution identifying systemic and organisational problems and creating solutions to all customer support tickets.

• Rework and develop eComm policies and terms and conditions and that deliver a positive customer experience. Develop and implement a tone of voice for our eComm brands.

• Deliver reporting to the business on CS performance including KPIs SLAs and real time issue escalation and trends.

• Lead in creating customer service and ops processes documentation.

• Manage BPO and internal customer service teams.

• Work closely with the MD & Director of eCommerce and to develop a future facing 3 year customer experience improvement plan.

Finance Operations & Supply Chain

• Work closely with the Ops team to develop bestinclass fulfilment operations across our eCommerce stores.

• Ensure our fulfilment partners strive to improve their service in line with agreed KPIs and SLAs and optimize the endtoend stock supply by engaging with the customers to improve on these operational metrics.

• Identify define and execute requirements gathering for continuous development of our OMS technology to improve our fulfilment operations.

• Identify and build best practice and process improvements across our eComm business that deliver the best possible customer experience for the fan.

• Work with the eCommerce Director on appropriate cost management controlling all BPO support and 3PL (service postage / shipping) costs.

• Drive crossfunctional strategic initiatives to continuously improve customer experience. You will be expected to work backwards from fans needs to drive innovation in the delivery experience (e.g. release day delivery) and supply chain (e.g. scaling print on demand)

Qualifications and experience

• Degree level qualification in commerce or business or related discipline with experience within the eCommerce space.

• Experience line managing and leading a customer service team for an eComm brand.

• Experience of managing and working with BPO customer service agencies.

• In depth understanding of technology ecommerce customer service and supply chain tools

• Strong understanding of customer service tools such as Zendesk live chat and omnichannel CS tools as well as (PIM) Order management systems (OMS) and Middleware.

• eCommerce stack backoffice experience ideally Shopify .

• Strong understanding of core eComm CS KPIs such as CSAT and ingestion SLAs on time delivery metrics net and net promoter scores.

• Demonstratable experience in project managing the implementation of a customer centric ecomm solution that thinks of the fan and customer experience first.

Essential Additional Skills

• Strong leadership and change management skills.

• Exceptional interpersonalskills and client facing/consulting skills.

• Exceptional time management and facilitation skills.

• Strong critical thinking andproblemsolving skills using data to back up decision making.

• Proactive and extremely collaborative with other team members to deliver results.

• Flexible and adaptive; ability to quickly and calmly react to changing artist & label needs and deadlines.

• Ability to multitask problem solve and execute tasks with accuracy in a highpressure fastpaced agile environment.

• Demonstrated experience in:

  • Leading structured and efficient requirements definition sessions

  • Expert writing skills of requirements and technical documentation

  • Business process diagramming

  • Executing deliverables efficiently and ontime

  • Selfmanagement to meet project goals and deliverables

  • Presentation skills

  • People management skills

  • Working well in team environment but can work alone when required

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 jobholders 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.

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