Manager, eCommerce Fan Services

We are UMG, the Universal Music Group. We are the world's 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, Fan Services & Customer Support to work within the Merchandise and E-Commerce Department in our headquarters in Philadelphia.

We are seeking an ambitious, quick learner who loves building relationships and can grasp "the big picture" behind any project. This role requires exceptional attention to detail, great organizational skills, and the ability to meet critical deadlines while calmly juggling multiple priorities in a fast-paced environment.

This Manager will have a high level of personal integrity, discretion in handling confidential information, and professionalism in dealing with customers, cross functional partners and executives is essential. The ideal candidate will be self-motivated, resourceful, creative, adaptable, and have solid experience in effectively providing exceptional service and overall satisfaction in client support.

How you'll CREATE:

• Manage and oversee the quality assurance analysis of eCommerce Fan Services Representatives
• Perform goal setting and corrective coaching of eCommerce Fan Services Representatives
• Provide team with daily guidance, oversight direction and workflow based on priority needs
• Partner with department leadership to analyze and optimize eCommerce Fan Services Representatives workflows
• Identify areas of opportunities to create efficiencies and delegate department projects as needed
• Deliver high quality service and resolution for all customer experiences and transactions to their satisfaction while ensuring team escalates sensitive issues quickly, within general department policies

Bring your VIBE:

• Strong communication skills, both verbal and written.
• 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 Suite (specifically Excel), Internet search skills.
• Bachelors Degree in business or related field preferred
• Zendesk experience required
• 2+ years management experience
• 5+ years customer service experience

Perks Playlist:

• Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan
• Paid Time Off - Paid Holidays, Two (2) paid weeks for "Winter Break" season, Wellness Fridays
• Student Loan Repayment Assistance
• Employee Developmental Support
• Annual Gym Reimbursement Package
• Pet Insurance, plus much more!

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

All UMG employees are currently required to be fully vaccinated against COVID-19 or provide proof of a negative PCR or Antigen test before entering any Company offices unless they have been approved for an exemption or unless prohibited by applicable law.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

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