Repertoire Services Client Coordinator
Universal Music Group
Kings Cross, UKThis was removed by the employer on 9/27/2022 5:22:00 AM PST
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Full Time Job
Repertoire Services Client Coordinator (12 Month Fixed Term Contract)
Description
Job title: Repertoire Services Client Coordinator (12 Month Fixed Term Contract)
Responsible to: VP Process Innovation
Department: Process Innovation
Location of work: 4 Pancras Square
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.
Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of gender, race, disability, sexual orientation, religion, belief, age, marital status, background, pregnancy or caring responsibilities. We also recognise the importance of diversity of thought within our teams and are fully committed to embracing the talents of people with autism, dyslexia, ADHD and other forms of neurocognitive variation.
We will always seek to make appropriate adjustments to recruitment, workplaces, and work processes to be fully inclusive to people with different needs and working styles. If you need us to make any reasonable adjustments for you from application onwards, including alternatives to the online form or to disclose a neurocognitive condition, please email [email protected]
The A Side: A Day in The Life
We are seeking a Services Client Coordinator to join our Process Innovation and Advanced Operations department working in the Repertoire metadata area. This role will be the friendly and efficient front face of our growing range of innovative Foundational Services*. The Client Coordinator will act as lead contact person for the business and technical client teams as they go through the process of learning about and implementing our growing portfolio of innovative Services to develop or improve the UMG systems, applications and tools they support.
*This position supports the goals of the global GR4O programme, a cross-functional programme focused on maximising UMG's Intellectual Property across every platform around the world. Our Services provide new and easy ways to leverage metadata and assets across domains without the barriers usually encountered in cross-application and legacy system integrations.
The Client Coordinator will be responsible for helping clients through each of the introductory, discovery, design, approvals, development, documentation, and implementation phases as they adopt Services into their own applications. The role does not require technical know-how, but the ideal candidate would be comfortable facilitating meetings between technical teams, capturing notes and actions and ensuring Services teams meet the delivery commitments built into client project plans.
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
• Work alongside business and technical Client teams to implement Services in their systems, applications and tools
• Communicate with Clients in person, on email, in Teams channels or on calls
• 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
• Provide Client users access to Services documentation and front-end applications
• 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.