Repertoire Client Service Coordinator

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.

Job title: Repertoire Services Client Coordinator (12 Month FTC)

Responsible to: VP Process Innovation

Department: Process Innovation

Location of work: 4 Pancras Square

The A Side: A Day in The Life

This is a new role and there is a great deal of scope to establish and improve the client management processes, tools and communications.

The B Side: Skills & Experience

Be Collaborative
- Build and maintain close relationships with Client and Services teams, connecting people and ideas
- Liaise with Services business and technical teams to answer questions and resolve issues for Clients
- Facilitate design and problem-solving sessions, involving the right people for the topic
- Help Clients to document their implementations for approval review and run teams
- Escalate concerns to relevant managers constructively

Be Operational
- Schedule regular and ad hoc meetings or calls between Clients and Services business or technical teams; oversee initial introductions
- Run meetings, facilitating question & answer (Q&A) sessions, capturing notes and actions
- Record Client Q&As continually developing our bank of Services Frequently Asked Questions (FAQs)
- Keep track of Clients and where they are in the onboarding and implementation phases
- Ensure actions belonging by Services teams are on track and keep Clients updated about their progress
- Feed into Client project plans, managing dependencies closely
- Manage the API access approvals and security processes
- Communicate planned and unexpected outages, updates and breaking changes, coordinating related actions

Be Proactive
- Be responsible for and continually improve the Client onboarding process
- Oversee the production of Client-facing business and technical materials
- Help to promote the adoption of existing and new Services, overseeing release notes
- Hold reviews with Clients to understand their roadmaps, identifying change requests, ideas and issues
- Advocate for clients in Services prioritisation meetings
- Communicate and manage the roll out of new functionality and updates with Clients

Person Specification

Necessary
- Excellent interpersonal skills
- IT savvy but not a technical person
- Self-motivated, hardworking, and enthusiastic
- Project management tools and approach
- Adaptable and able to use initiative
- Fast learner who can work autonomously and solve problems
- Great attention to detail, seeing things through to completeness
- Proficient in Microsoft Outlook, Word, PowerPoint, Excel and Teams

Desirable
- You are familiar with process mapping or data flow diagrams and using web-based whiteboards
- You are passionate about music and the digital landscape
- You have prior administrative or client services experience within a corporate organisation
- You are familiar with Jira or Confluence

Bonus Tracks: Your Benefits
- Group Personal Pension Scheme (between 3% and 9%)
- Private Medical Insurance
- 25 paid days of annual leave
- Interest Free Season Ticket Loan
- Holiday Purchase scheme
- Dental and Travel Insurance options
- Cycle to Work Scheme
- Salary Sacrifice Cars
- Subsidised Gym Membership
- Employee 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