Manager, eCommerce Fan Services

Job Description

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:
• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
• Comprehensive medical, dental, vision, and FSA options, as well as:
• 100% coverage for out-patient mental health services
• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
• A lifetime fertility support allowance of $30,000 to plan participants
• Student Loan Repayment Assistance and Tuition Reimbursement
• 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation
• Variety of ways to prioritize much-needed time away from work including:
• Flexible Paid Time Off (PTO) for exempt employees
• 3-weeks PTO for non-exempt employees
• 2-weeks paid Winter Break
• 10 Paid Holidays (including Juneteenth and Wellbeing Day)
• Summer Fridays (between Memorial Day and Labor Day)
• Generous paid parental leave for every type of parent

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.

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Job Category:
Customer Service

Jobcode: Reference SBJ-rb6nx6-3-15-151-214-42 in your application.