Social Media Customer Service Manager

Job Description

We at UMG 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.

UMG eCommerce & Label Services is seeking an enthusiastic, detail-oriented Social Media Customer Service Manager to work within the Merchandise and E-Commerce Department in our headquarters in Philadelphia.

How you’ll CREATE:
• Partner with the customer service management team to ensure we consistently provide a positive fan experience.
• Oversee workflow of the customer service team focused on social listening to ensure timely responses and resolutions to customer inquiries and complaints.
• Develop, iterate, and train team members on customer service brand and tone of voice guidelines for social media.
• Evaluate current and future potential tools to help ensure the team’s success.
• Analyze trends and issues to help prevent customer facing issues.
• Report weekly activity of all social media platforms.
• Regularly provide insights on social media customer service activity and customer sentiment to our marketing and label services teams.
• Collaborate with customer service, marketing, and label services teams to develop specific social customer messaging strategies for key campaigns.
• Help to build an engaging customer service brand presence on key platforms, particularly Twitter, Instagram and Facebook.
• Work with customers on sensitive, escalated issues to ensure the customer is satisfied while still upholding general department policies.
• Assist with developing and implementing tactics to increase our effectiveness on social media platforms.
• Uphold the policies of the E-Commerce and Merchandising department.
• Strive to turn every customer interaction on social media into an opportunity to build customer trust and advocacy.

Bring your VIBE:
• 3+ years social media experience
• 3+ years customer service experience
• Strong communication skills, both verbal and written.
• Strong copywriting abilities preferred, specifically for social media
• Strong understanding of user behavior across major social media channels, particularly among music fan communities.
• Deep appreciation for the unique nature of the relationship between a fan and their favorite artists.
• Love for music and understanding of the music fan experience.
• 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.
• Experience using social listening and monitoring tools for customer service.
• Strong computer skills; Microsoft Office, Internet search skills.
• Bachelors Degree in business or related field preferred

Perks Playlist:
• Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan
• Paid Time Off – Paid Holidays, “Gift Week”, Summer Fridays
• Student Loan Repayment Assistance
• Employee Developmental Support
• Annual Gym Reimbursement Package
• Pet Insurance, plus much more!

Universal Music Group is an Equal Opportunity Employer.

Jobcode: Reference SBJ-r12npx-3-131-110-169-42 in your application.