Senior Operations Manager

Senior Operations Manager (Key Accounts)

Member Services

Permanent, Full Time
(Hybrid working role, between remote and office based - 3 days minimum in the London office)

About the Team

PPL's Member Services team manages the enquiries of our membership across both performer and recording rightsholder categories. Their work is split into three streams, Record Company Services, Performer Relations & Development, and Contact & Support. Our Member Services team is passionate about music and works to help ensure all our members' accounts are up to date so they are able to collect the royalties they are owed when their music is played on radio, TV, online and in public.

What you'll be doing:

The Senior Operations Manager will provide senior leadership in shaping and delivering PPL's Member Recruitment and Account Management strategy. Working in close partnership with the VP Business Development and Head of Membership and other senior colleagues, the role holder will ensure PPL achieves ambitious objectives for membership growth, retention, engagement, and revenue optimisation. This role carries accountability for both business development—including advances negotiations, onboarding of new members, and preparation of business cases—and the account management function, ensuring key members receive a high-value service that maximises their long-term engagement with PPL. Internally, the role holder will act as a key strategic partner across Repertoire, International, Distribution, Finance and other business functions, driving alignment, insight, and innovation. They will oversee reporting, repertoire analysis, data-driven decision-making, and the resolution of complex membership queries, embedding a culture of continuous improvement, risk identification and mitigation. The postholder will also act as the Member Services lead for Member Communications, taking responsibility for ensuring communications to members are clear, consistent, and impactful. This includes leading on payment communications, campaign messaging, newsletters, and mandate announcements, working closely with the Communications and International teams to ensure messaging is aligned, accurate, and delivered to the highest standard to an agreed schedule The role holder will also act as a key driver of transformational change, taking ownership as project lead for transformational initiatives within Member Services. They will be responsible for identifying key process improvements, embedding new ways of working, and delivering initiatives that enhance efficiency, member value, and long-term sustainability. Externally, the role will represent PPL at senior level with authority and influence, building and sustaining relationships with members, partners, and industry stakeholders. The role holder will act as an ambassador for PPL's value proposition, ensuring the organisation is recognised as a trusted, influential, and commercially astute partner in the music ecosystem.

Key Responsibilities:

• Provide senior leadership and strategic direction across both the Business Development and Account Management functions

• Accountable for driving high performance, ensuring that teams deliver against PPL's strategic objectives and KPIs for member recruitment, retention, engagement, and revenue growth

• Define and deliver forward-looking strategies to attract, develop, and retain both Performer and RRH members

• Responsibility for overseeing advances negotiations, the seamless onboarding of new accounts, and the effective transition of members into long-term account management

• Ensuring alignment and collaboration between Business Development and Managed Accounts will be a critical priority, enabling a consistent, joined-up approach to key member management and member value creation

• Acting with commercial acumen and deep industry insight, the role holder will strengthen PPL's reputation, enhance trust, and secure long-term value for both members and the organisation

• Inspire, motivate, and develop their teams, creating a culture of accountability, excellence, and continuous improvement

• Review performance, processes, and structures on an ongoing basis, driving innovation and ensuring the service delivered to members is both high-quality and strategically aligned

• First senior point of contact for their teams to appropriately manage member escalations and transparently reporting on this activity to the senior leadership

• Lead on Member Communications for Member Services, ensuring effective coordination with Communications and International teams

• Oversee the content, timing, and delivery of payment communications, campaign activity, newsletters, and internal mandate announcements, ensuring communications are accurate, member-focused, and aligned with PPL's strategic objectives

• Lead and support transformational projects, embedding change and driving new ways of working that enhance efficiency and member experience

• Externally, the role holder will represent PPL with authority at industry meetings, gigs, and promotional events, often outside of standard working hours

• Act as a visible ambassador for the organisation, ensuring strong advocacy, influence, and connection with members and key stakeholders across the music ecosystem

What you'll need:

• Experience of working in a sales/target driven environment
• Managing successful sales teams, account management teams with the ability to demonstrate a number years' experience in this area
• Planning and organisational skills
• Communication and presentation Skills
• Stakeholder Management
• CRM database knowledge & ability to interpret and communicate data outputs People Management

See Job Description for more info

What we can offer you…

When you come on board at PPL you can expect to be rewarded for your hard work. Employees are entitled to a wide range of benefits which support their needs and lifestyles including private medical care, cycle to work scheme, flexible working hours, £120 annually to be spent on music and many more

PPL is currently offering hybrid flexible working which will be a mixture of office based and home working along with our flexible start and finish times, should employees wish to utilise this. This could be subject to change.

Next Steps

If this sounds like you, then we'd love to hear from you

Equity, Diversity and inclusivity at PPL

PPL are committed to equity of opportunity, diversity and inclusivity; therefore, we welcome and encourage applicants from all sections of the community.

Here at PPL we are proud to operate in a genuine, open and straightforward way while continuing to maximise all opportunities as they arise striving to represent PPL's members. Our job is to protect our members' rights, and make sure their talent and investment is rewarded fairly. We take an entrepreneurial approach, working together to create new ways to deliver better service and solve business challenges.  Collaboration creates great things; everyone's talent deserves recognition and each of our members is important to us. We are the professional face for our clients. We serve with a smile and go the extra mile when representing them. We share a passion for music – that's why we do what we do.